I rarely go to the doctors. I don’t like wasting their time
with niff naff and trivia so if I ring and ask for an appointment, I am genuinely
worried or concerned. In recent months I have tried on several occasions to see
a doctor to be told by the receptionists that I can only have a telephone
appointment, that it is not possible to see a doctor face- to - face. But why
is this? On the rare occasion I have entered our new purpose-built spacious doctor’s
surgery – I have found it to be completely empty! There is nobody there bar the receptionist
and a pharmacist! If there ARE doctors there, they are hidden away behind closed
doors, presumably on the phone.
The receptionists now do a triage service when you call to
ask for an appointment. They ask your name and date of birth so they can bring
up your records and then a series of questions to see how urgent your need is –
in their opinion. You can beg, you can plead but if it doesn’t say on their tick
list, then you cannot get a physical appointment.
Last week I endured yet another telephone consultation. It
was two hours later than I had been told so I lost a morning’s work waiting for
the call. They rang an incorrect number first before I called the surgery to
ask if they had tried at all and then I was subjected to a crackly phone line.
The combination of this and the Doctor having a very strong accent made
understanding difficult on my part. The fact that she had obviously been on the
phone for several hours before my call led to misunderstandings on her part as
she had obviously been taking in a lot of information from other patients.
My call had been about some test results and some niggles
which had led to those tests. I wasn’t feeling ill as such but was sufficiently
concerned given my background to want to talk things through and ensure there
was nothing more sinister going on. I was feeling reasonably upbeat before I
started but by the time I had finished the call I was feeling anything but!
Various potential diagnoses were given over the phone without basic checks
taking place such as listening to my heart, blood pressure etc, hospital tests
were recommended despite having just had them and the results being clear and
simple statements such as I do not smoke were being recorded incorrectly. By
the time I put the phone down I was emotional, frustrated, anxious and at the
end of my tether. Face to face, this could have been avoided or dealt with
immediately and a lot of anxiety avoided.
Two days later I decided to try again but rather than
phoning to make an appointment, I went into the surgery itself. Yet again, it
was completely empty. Yet again my records were brought up and I was told it
was telephone consultations only. Yet again I pleaded my case only to be told
no. It was only when at the end of my
tether and with increasing frustration, I started to cry that the receptionist took
pity on me. She told me she would do what she could to get me a face- to - face
but that the Doctors were incredibly busy. In the end I was given an
appointment 4 days later and 2 of those were the weekend – a faster appointment
than I would have got pre pandemic!
So, my point is: if the surgeries are empty, if the doctors
are on the premises and if they have time to see people within 4 days, why can
patients not be offered a face-to-face appointment in the first place? Why do
we have to go through an unsatisfactory difficult telephone conversation when
misinterpretation and misunderstandings happen all too easily? Many symptoms go
unrecognised by the patient but can be spotted by a medical profession just by
looking – not something that can happen by phone., Many patients are reticent
but will open up once the correct questions are asked. Many elderly patients
suffer with hearing loss so crackling phone lines and tricky accents make
communication almost impossible.
I am pleased to say that my face-to-face consultation put my
mind at rest very quickly. Basic tests were done immediately, results explained
and the way forward discussed. I felt reassured, listened to and calmer but why
did I have to go through all the trauma first when it could have so easily been
avoided? She also recognised that the way I had been dealt with and some of the
questions I had been asked, should not have been asked or certainly not in the
way they had been. So perhaps by talking about it I have helped the
professional development of some new and younger doctors, making it a little easier
for other patients. I was also able to check that basic records such as whether
I smoked or not (which could have a big effect on treatment offered) was
accurate.
I now believe that the receptionists look at your records for
a specific word – priority. If that is on your records you are offered a face-to-face
appointment, if it is not then no chance. It was not on my records, though should have been, but I still don’t
believe that is fair. Some people prefer a phone consultation, it is easier, more
convenient, more time productive – but others don’t and surely all those who
want to see a doctor should be given that opportunity.
I hope that the problems my surgery appears to be
experiencing can be solved soon and that life really can get back to normal. I
also hope it is an isolated case, but from what I have heard, it seems many
people across the country are struggling to get appointments, something we used
to take for granted. It is high time that this problem was sorted once and for
all.