GP rationing appointments

[series1]

Since my GPs phone is regularly "chock a block" with calls (up to 20 waiting at the moment) and if I do get through I will be told " there are no appointments available, go online at 8.30am and you might get lucky". Calling in at reception gets much the same response, appointments are 3 - 4 weeks. Now I find that going online to book an appointment has been denied to me, the message tells me that " you have exceeded the maximum amount of appointments bookable online". My letter to the Practice Manager has thus far been ignored, I just wanted to discuss my chest pain after cardioversion, it looks like I will have to decide its an emergency to get an appointment. What a state of affairs, I will have to start looking for another surgery.

[SpiritoftheFloyd]

I assume you are using Patent Access.

The message " you have exceeded the maximum amount of appointments bookable online" is a system message where someone in your surgery has gone into the system and set the parameters of how many appointments you can book online to either 1 or possibly 0.

A few people have told me they get this message, it suggests that some GP surgeries are setting these values low or even at zero to prevent patients taking up appointments. It seems to negate the principle of using online tools to reduce the pressure on telephone receptionists!

[bantam12 in reply to SpiritoftheFloyd]

Or it could just be gremlins in the system, happens on our Patient Access occasionally and a call to tell them resolves the issue

[SpiritoftheFloyd in reply to bantam12]

Umm - Sorry but No it's due to human intervention. The default when a patient is set up on Patient Access, it to have no limit. Someone has to go in as administrator and set the parameters to a lessor amount. Most software has fairly liberal settings so as to make it easier and quicker for people to set up patients/customers. Systems do not reset themselves, it is always a human doing this.

[bantam12 in reply to SpiritoftheFloyd]

We can only make one GP appt at a time online but the system does go wrong and it's happened to us.

[SpiritoftheFloyd in reply to bantam12]

As I said, the default is no limit, if you can only make one appointment at a time, this is the settling that has been applied by your GP - I'm speaking here as a retired IT analyst/programmer who has seen the admin side of the application

[series1 in reply to SpiritoftheFloyd]

Thank you all, it seems I have been "blacklisted" then, I still have no reply from anyone at the surgery and I still get the same message.

[SpiritoftheFloyd in reply to series1]

I wouldn't call it blacklisted, it's just a case of them setting the parameters so low that you can't make an appointment via Patent Access. If Patent Access shows that you have no pending appointments, then they've set it at zero.

I'd pay them a visit to get it reset if you can't get through on the telephone.

[series1 in reply to SpiritoftheFloyd]

Yes, it is Patient Access, and I do not have any pending appointments, so the parameter must be set to zero. I am off on hols soon so any further probing as to why this has happened will have to wait. I will give the matter my full attention when I return from hols and report back. Thanks for your input.

[series1 in reply to series1]

I just tried again, someone has reset things, I can now make appointments again! I still want to know why it happened though. I suppose it will be the usual " Computer Glitch" that is always blamed. Now I can go on hols and sleep at night not having to worry about it Geoff

[Hidden in reply to SpiritoftheFloyd]

Quite true since a computer is infallible, in as much as it only does/shows what a human has set it up to do which is a characteristic of any Data Base designed software. As they say "GIGO" garbage in, garbage out. It has always been too easy to blame "The Computer" even not working today or very slow (possible) or sorry it's always making mistakes!

[Pitt12345]

I am on the POG (Patient Participation group ) at my surgery and the parameters for future appointments is set at 2 which seems quite reasonable. It does mean if you have blood test booked then you can still book a drs appointment but nothing more until one of the appointments has taken place.

[Hidden in reply to Pitt12345]

It is a shame that receptionists do not get training in human nature and worry and concern, especially when one has been recently involved in surgical intervention to save ones life! Until confidence is re established, the patient will have legitimate concerns and feel scared too. HOWEVER, my wife and I went to the Doctors for our annual flu jab and as we chatted with the nurse, she told us that she had already had three no shows that day and it was still just 2pm. When the system begins to implement charges for missed appointments, just as the dentist now does, that sad situation will continue with some folk believing the doctor is there for them only and a missed appointment will give them time to grab a cup of tea - or whatever

[SpiritoftheFloyd in reply to Hidden]

Agreed missed appointments are really a problem, my dentist has a rule of two no shows and you're no longer a patient!

[ILowe in reply to SpiritoftheFloyd]

As someone who has lived abroad, I really do not understand the fuss about 'no shows'. Surely a no-show means the staff finish work earlier, or have more time for the other patients? You can also operate the dual system: those with appointments get in roughly on time, those without can wait around and get a no-show or be squeezed in between the quickies.

If they encouraged no-shows, and permitted others to come and sit out a vacant slot, they would get through more and take the stress off the patients.

[seasider18 in reply to ILowe]

I was referred for physiotherapy for tendonitis and was told it was a 16 week waiting list. I had a private appointment and the physio said that she did not like charging me her full appointment fee as I basically just needed some ultrasound treatment.

I went to the physio department at the hospital and pointed to their missed appointment notice and asked if I could have the next no show. They said No as the initial appointment had to be a longer one to do an assessment. We had some discussion on the matter and they said they would see what they could do.

When I got home there was a message on the answering machine offering me an appointment for that afternoon or the next morning.

[SpiritoftheFloyd in reply to Pitt12345]

That sounds reasonable. As you say if you have a blood test coming up, you can still make one additional appointment.

I really don't understand setting it to 1 or even zero - it just makes more work for the reception team!

[Khonkaen]

Back in the old days, my local surgery in Somerset was open 6 days a week and the 6 doctors used to rotate, so there was always someone on duty on Sunday too.

Then the Labour government doubled their salaries in one hit (remember that) and within weeks everything changed. No weekend coverage at all and quite often some of the doctors didn't even do a 5 day week.

About the same time the receptions suddenly became this powerful figure asking many questions and then making their decision on matters.

All this was just coincidence.

[Handel]

Like you, our surgery has got a 'ring at 8:30'. Well, good luck with that! I've tried and actually hung on until I've finally got a response at 10:20! Of course, there are no appointments left.

We don't use our GP surgery much but if I need to make an appointment for me or hubby I queue up outside the shuttered building usually about 7:15am and wait for the shutters to roll up at 8:30!!!

Sad thing is, there are people outside waiting when I get there! It's the only foolproof way to get a same day appointment.

I've got online set up too but the last time I used it I could get an appointment the week after next! By then you're either better or in hospital (or on a downside - pushing up the daisies!)

All the very best to you. xx

[seasider18 in reply to Handel]

Our one does not have a queuing system. They have two lines and they are either engaged or not. I start at 8.27 and get the surgery is now closed message and then repeatedly dial on my mobile and land line. Last week I rang 52 times on my mobile and probably as many on my land line before getting a reply at 8.35 and getting the last appointment of the day.

I must raise the point about patient access if you have a nurses appointment. and cannot then make a doctors appointment on line. When I had appointments for INR testing that was a problem.

[Gingerapple]

Good morning to you. I certainly know how that is and I find it chaotic, unreasonable, rude and I find the ignoring of your written letter to the surgery manager really, really appalling! I like my GP that's why I stay at mine, but I always tell them it's an emergency if they turn me down! All this needs to change! I hope you're feeling better. Have a great weekend! Hug, Bev🎀😊💐

[Blacklabrador10]

The situation with getting a doctors appointment is appalling! At my doctors you have to ring at 8.00am for an emergency appointment and 8.30am for on that day appointments. It is difficult to get an appointment for say in a week or 2 weeks time. If for example it’s not an emergency or important for a doctor to see. I spent 20 minutes on the phone the other morning to make an on the day appointment so I suppose that’s not too bad, but it’s the anxiety and stress of getting one. I was suffering from short of breath and a cough, it seemed to make my symptoms worse. Yes, a few years back the government changed the doctors contracts and increased their pay as the doctors weren’t happy that locum doctors could earn more. Now, the doctors won’t work out of hours and won’t work longer hours! So, we are left with a lot of lady doctors who work part time and have locum doctors doing out of hours. Things are getting worse! At our GP practice we have a list of what are considered minor ailments that you can’t see the doctor about but have to go to the pharmacy.

[WeaverShaz]

My surgery has now changed and uses MyGP system. You email your problem, a doctor then phones and either deals with it on the phone or makes an appointment for you to see them that day. Only issue is that I emailed in with an ear problem and they offered drops or to see me. I asked to see them and they said drops would not have been the right solution so it is by no mean foolproof and relies on your description/diagnosis!

[Cat04]

We are now unable, due to the GP surgery's new rules, to book appointments at the surgery/reception desk. All appts have to be made by phone or on line. No appts available when you ring and you get told that they don't know when further appts will be released. No appts for over 3 weeks on Patient Access.

[Lilyrosy]

I do sympathise as I have had the same frustration trying to get an appointment to review my tablets. It was a year on the 10th August that I had my CABGx4. I have absolutely no problems with my treatment. I have great admiration across the board but of course the hospital want to hand you over to the GP.

Unfortunately things didn’t run smoothly from there as the surgery nurse had not removed chest stitches before. She wasn’t sure how to deal with the leg dressings either so called in the head nurse who immediately said, I can’t be long as I have another patient (I understand that but immediately felt a nuisance). Took one look and said you have an infection and need antibiotics.

I didn’t take them and with pain in my chest called the wound clinic at the hospital who saw me immediately.

They were incredulous at the response from the surgery and confirmed that I definitely had no infection and stitches had been left in my chest which they then removed.

At this point with being told diaries for the doctors aren’t open for November I’m tempted to try the hospital again to see if I can see a doctor for a review.

I can’t praise the Essex Cardiothoracic Centre enough but we need to have more training for the handover to the surgeries. I understand receptionists are busy but when you have had such life changing surgery you do feel vulnerable and need some empathy moving forward.

[Qualipop]

Is it any wonder that A&E or Urgent Care is packed to eh rafters? I had to wait 5 weeks to see a named doctor about my medication as he doesn't want anyone else messing with it but now that my BP has gone through the roof I still have to wait for that appointment. When I rang the BHF nurses about my BP They said "Go to the walk in centre". We don't have one. Then ring your GP Out of hours- we don't have one except 111. Oh well then phone the cardiac rehab nurse. I don't have one as they refused me any rehab.

[Modeller3]

See if you have a PPG and have a word with them see if they can help good luck

[Hidden]

Won't do you much good finding another surgery you will get exactly the same. All the surgery's are over subscribed. Not enough doctors.

[Debee28]

It seems a lot of gp surgeries are the same as I always hear this from people. I can't get appointment for 3 weeks. Although I'm currently in a&e due to chest pain, have been here 8 hours, but they are being thorough and looks like I've pulled a muscle.

Good luck changing your gp and getting some advice

[Gjkas]

Hi there, im in the same position as you are, then when I do finally get to see a Doctor, IT'S A LOCUM. Don't know my history or anything about me.

And all we have is a 10 minute slot.

I want to change Doctors, but it seems to be going the same everywhere.

When I went to Pain Management 2 weeks ago, I told the Consultant what was going on and she said ( you'd be surprised at how many of my Patients have told me the same thing. It's getting really bad. They're building all these new, CLINICS and Hospital's but no new Doctors to work there.

It's shameful ) .

Sometimes my Husband gets up at 7 am, goes down to my G.P, then has to wait in a queue to try to get me an appointment. Even then, by the time he gets to the desk ONLY TO BE TOLD, SORRY THEY'VE ALL GONE.

I think the best thing to do is go to A& E and explain the situation. Loads of people that live by me have done that.

The only thing is, you have to be prepared to wait.

Don't know what Doctor to go to now ?

You are right.

What a sorry state of affairs we have. 🤔.Take Care. Keep Calm if you can.

[jimmyq]

About your illness: You could call the BHF Heart Helpline on 0300 330 3311 (office hours) and talk to a cardiac nurse about it.