I hope your enjoying the sun. (Even though most of us have to do it through the windows or in the shade) but nice to see some brightness 🔆.
Anyway I thought I'd ask some advise or ideas.
I rang my gp yesterday. (We have to ask for "call backs" from our gp.) The receptionist asks why goes away comes back and says. You can have a call back from a clanician. (What's that?) A specialist nurse or paramedic. I didn't get the call back yesterday so I try today. Same thing. Only now the "clinician" won't ring me till tomorrow now as I "didn't answer the phone yesterday"!!?
What? No call log saying I'd had a phone call?. Anyway she checks my phone number correct. And says you will be rang tomorrow.
I said (as sweetly as possible) I don't think the clanician is knowledgeable enough for my condition it's a gp who I really need to speak to. The receptionist goes away comes back like a scolded cat and says. You will get a clinican call tomorrow. End of!
So now Im stressed because it's taking three days to get an answer instead of one. I now know the clanician is a nurse. "She is horrible at the best of times" now she's bagged off with me because she thinks iv "wasted her valuable time" not answering her call yesterday"! (Even though I didn't have a call). And when. I had an emergency appointment with her two weeks ago because my sats were very low. She didn't even take my sats. (Even after reminding her how bad they are).
So good people. Does anyone know of a special trick,tip,or hint of how on earth do I get to see a gp?
She will not know what to do with me. And now I'm off high doses of steriods for 3 months my old "original" symptoms are returning. ( I did say to hubby last march this high steroid dose is just a great big sticking plaster over the problem) when I come off them my original problem will return. Just prolonging the pain and real results.
And as if by magic! Here they are slowly but surely day by day it's happening again!
Omg how do I get past the clanician. My gp has been so good with me too!
Grrr. anyhow thanks for any tips in advance.
Hope the sun is shining for you. (For real or just metaphorically)🤗🔆👍😎🌈😜
The way it is supposed to work is that the call from a "clinician" is triage - they decide if the doctor needs to be involved or if you need a f2f call. They are not "just" a nurse or paramedic, they have done extensive training and qualifications and it is like the triage done in A&E.
Try to keep calm and explain you have no idea what happened but there is no record of a call from them and of course you wouldn't deliberately ignore the call anyway. Keep notes and, if possible, have someone around to overhear - or can it be recorded I wonder? They won't record their call (even though they really should I think) but knowing what was REALLY said is often very useful.
Thanks Trouble is iv been in this practice for 16 years. Unfortunately i know them inside and out. I certainly never meant she's not trained of course I know she is.
However she knows nothing about my illnesses. She told me this last time!
However it's not a triage system they are useing.
Even when I do need to see a gp. (Because later iv ended up in out of hours a and e or out of hours dr) she still has mis diagnosed me and certainly not sent me onto a gp.
Hence why I am worried. I know I need to see the gp with the multi faceted problems I have. Unfortunately don't know how to get past her now. She is very stubborn.
However I like the idea of recoding the conversation. This will be a big help. I shall also have hubby with me on open phone too if he's around at that time.
Then you must outline it carefully in a letter, explaining the whole problem in a rational and calm manner, and send it to your favoured doctor with a copy to the senior partner if there is one and the Practice Manager. Point out to them that you ending up in A&E or having to call OOH because of her failure to know her limitations and when it requires medical training input as opposed to just clinical input is not a good look for them and not what emergency medical care is supposed to deal with.
If you record it, legally you should tell her in advance - say it is so you can replay to get exactly what she is saying about your problem because you get a bit confused with the phone and time restrictions. It can also work wonders with a specialist at a hospital appointment ...
in reply to
Hello Nikki,
I totally sympathize and empathize with your situation.
I too have had many negative experiences with my NHS UK GP admin and reception staff including somewhat ignorant locum p/t doctors covering for my own registered GP who is hard to reach.
I think PMRpro lives in Italy and probably does not have direct and recent experience with UK GP NHS practices?
I personally have a range of lupus conditions including SLE, DLE, vasculitis, serious lupus nephritis, type 1 diabetes, primary hypothyroidism, alopecia and the rest. I need blood tests every month and frequent reviews of my medications. Whilst I would not wish to paint all the admin staff/receptionists/healthcare people the same (around 20 in total). Some admin staff are also temporary. I suggest you do this:
*GP practices are usually very busy at peak times late am and afternoon. I’m usually successful if I ring between 0830-0900h but even so one may have to wait 10-15 minutes for an answer. Try ringing early in the day.
*Try booking an appt online for your registered GP. This may be quicker and less stressful than speaking to a curt, obstructive and unhelpful receptionist?
*If you do get through to a receptionist be assertive and always ask for their names just as you have to give the your data eg name, NHS number.
*If you are promised a callback then request a time range rather than a specific time. Use mobile AND landline. Have a written list of medical queries at hand and make sure that she notes these. The receptionist will be looking at a computer screen as she talks so will have all your data, treatments, diagnoses etc in front of her. If she feigns ignorance then ask her to scroll up/down. Give her a list of your medical queries, concerns to give to the DOCTOR who will ring. Ask for a named doctor to call you back.
You are entitled to this.
*I always order my repeat prescriptions (huge list) online from the practice but you may have to register for this service. Much quicker to have them signed off eletronically RATHER than speak to reception.
Also my pharmacy does free home delivery once/month.
*You can also request that all your medical records and blood test results are available online but your GP needs to ok it. Ask for this. It’s your right.
Hope the above is helpful?
By the way GP practices are supposed to be “open for business” (according to their leaders) during lockdown but as the latter eases they should certainly be more helpful?🤔
All these actions take energy IDK and it’s even harder with CFS but we need to do this. And with Sjögren’s it’s even harder to talk for long because one hand holds the handset and the other holds the tube of mouth moisturizer gel. 😥Otherwise we literally dry up.😥 Receptionists are very quick to ring off asap and do not give patients time but there are some that understand the problem. Partners and advocates can help.
❤️
in reply to
Wow fay4 your ideas are brilliant.The receptionist are very good now. Because about 2 years ago our drs surgery was sooooo abominable. (Multiple reasons) that many many many patients complained and the dr In charge sacked nearly the whole staff and some medics too. The difference is palpable. However now I don't have the (cancer ) on my records iv gone back to being treated second rate again. Which is rubbish I know. But when they thought I had cancer I could ring up speak to my gp any time and have anything realy!
Now it's back to lupus, srjogens, raynaud's, patuatory problem,slow thyroid,migraines,4 slipped discs ect ect I'm back of the que again. Terrible I know but that's how they work at my GP surgery.
I always ring at 8.30am can take 45 min waiting on phone but that's ok with me. Unfortunately they do t do online appointments booking. Can't ask for approx times. Many of us have complained about that. They have both my landline and mobile numbers. (Been there 16 years same everything lol.
I always ask for a dr not a clinican (because the clinicians have missed things and miss diagnosed me too). I tell them my lupus and srjogens is dealt with by theses two pacific drs can I speak with them.
However I did not know I was entitled to this so thank for telling me. Much appreciated.
Yes I too order my 23 drugs through a prescription ordering line. (Works very very well) I have prescription delivered by pharmacy too. (That's also great)
And I have all my paper records up to september last year. Need to order the present ones now. But unfortunately they don't. Put them online at my GP surgery.
I know I have avoided ringing through lockdown as I don't want to bother them. Hence having to see a clinician 2weeks ago for really low sats (80 to 94) but she didn't even check them. (Not like me) but I pushed her and said don't forget my low sats. And she just ignored it and moved on lol.
Fay4 you have been a great help so thank you. I know it's out right but it's so hard having to struggle all of the time just to see a Dr who will understand as soon as he sees me!
Oh I totally sympathise. Does your practice have online booking? This worked for me. Appointments are held back and then become available for the next day at 8pm the night before. You can choose your GP too. No need to justify or explain to the receptionist. Once you’re set up it’s very quick and easy. Every practice is different, but if they do offer it it’s worth a try.
Oh that’s a shame. It’s frustrating isn’t it everywhere’s so different. My friend says her practice has online booking that even offers appointments with about 2 other surgeries they’re affiliated to. x
Yes. My sister on the other hand has to explain her symptoms in detail to the receptionist who then decides if she needs to see anyone in at least a weeks time! 🤷♀️
I agree with @PMRpro that the clinician who calls back is the one to assess the problem and direct it to the right person. When my rheumatologist had a nurse in his office, she often took the call and would tell me what to do, discuss the issue with the doctor, or tell me who to see.
If it is an increase in your steroids you are asking about that would likely not be a decision for your GP but for your rheumatologist.
No need to worry. A qualified professional will call you back.
Hi Nikkisrf I had the same problem with the receptionist at my gps surgery. When I explained this to my gp he told me to tell them that I have a problem with my medication, and guess what it works everytime. It might be worth a try. I'm sorry that you are having such problems. You really dont need them. X
Hi jczw.When I actually get to a gp and tell them what's happening. The gp goes crazy about it. He says I must be seen straight away every time. I tell him how difficult it is to get through to see him. He is disgusted. But still can't get past this barrier without him. Some others think she triaging me. Lol if only. she is not. I will just speak with her that's it!
I need a gp because I have a rapidly progressing tremor. And my hands and feet are contorting and twisting and very painful.
She can't do what a gp can. I.e send me for x-rays ect and prescribe anything for tremors or send me for investigation.
If the receptionist is being difficult the question, "are you trained to medically triage?" Usually makes them go quiet. Fortunately I have brilliant receptionists at my surgery but it is common practice in other surgeries for an advanced nurse practitioner or paramedic to triage calls and flow them to the correct clinician whether that be a GP, advanced nurse practitioner or A&E.
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