Doctor's Surgery: Am I too cynical?

[GeoffL]

In May I was advised that I needed minor surgery to remove some skin tags. "Nothing to worry about, but you'd be better off without them" was what the GP said. "We can do the minor surgery here, just book it at reception." He continued. So I went to the reception desk to be told that all slots for the next month were taken and that she couldn't yet access the appointments calendar for July and suggested I contact them at the beginning of June. So, I phoned the surgery on Tues 4th June to be told that the July calendar was full and that she couldn't access the calendar for August; she couldn't access any appointments until the month before as the practice manager hadn't enabled anything further in advance. I eventually got my minor op last Friday, after waiting 4 months. To get the appointment, I had to phone up early on the 1st August and got the last slot (I reckon, by the skin of my teeth).

My wife needs a flu jab. She qualifies for priority for this both on grounds of age and also because of a lung condition. "Sorry, we haven't got any appointments available for October and we can't yet see the calendar for November" was the response she got. I told her to either go to the chemist or phone up the surgery first thing in the morning (i.e. 1st Oct).

At first, I blamed the developers for shoddy work as, surely, it's obvious that occasionally at least there will be a need to book appointments further ahead than next month. But then I thought ... If you can't get an appointment, you don't appear in the waiting list statistics, and this is deliberate policy to 'massage' statistics to make the surgery look better. Am I being too cynical?

 

[trevskoda]

There easy to remove,tie a bit of horse hair round it tight and dap on some costic with a cotton bud,before you do this get a plaster cut a hole in it and place over leaving the tag exposed,this will stop the costic burning skin around it.
In olden days we used dandelion juice from the stem,then white man from enger land showed up proper way with big heap costic.

 

[Tezza33]

There easy to remove,tie a bit of horse hair round it tight and dap on some costic with a cotton bud,before you do this get a plaster cut a hole in it and place over leaving the tag exposed,this will stop the costic burning skin around it.
In olden days we used dandelion juice from the stem,then white man from enger land showed up proper way with big heap costic.

That is also a good way to remove test tickles


Our surgery will book flu jabs well in advance so we can book in Sept for Oct if required, the Pharmacy next door to the surgery will give you the jab straight away, no appointment needed

 

[Deleted member 2520]

It sounds as though you are using our surgery.

 

[Markd]

At least they are offering to do your skin tags.
My doctor says that as they are cosmetic they won't do mine ☹

 

[GeoffL]

At least they are offering to do your skin tags.
My doctor says that as they are cosmetic they won't do mine ☹

Itching with occasional bleeding plus a history that includes pre-cancerous moles I suspect might have swayed their decision. I'm just hoping that the lab analysis comes back negative.

 

[Markd]

Let's hope so.
I agree about difficulty in getting appointments - regularly 3-4 weeks if not urgent with mine.

 

[WildCamper]

In May I was advised that I needed minor surgery to remove some skin tags. "Nothing to worry about, but you'd be better off without them" was what the GP said. "We can do the minor surgery here, just book it at reception." He continued. So I went to the reception desk to be told that all slots for the next month were taken and that she couldn't yet access the appointments calendar for July and suggested I contact them at the beginning of June. So, I phoned the surgery on Tues 4th June to be told that the July calendar was full and that she couldn't access the calendar for August; she couldn't access any appointments until the month before as the practice manager hadn't enabled anything further in advance. I eventually got my minor op last Friday, after waiting 4 months. To get the appointment, I had to phone up early on the 1st August and got the last slot (I reckon, by the skin of my teeth).

My wife needs a flu jab. She qualifies for priority for this both on grounds of age and also because of a lung condition. "Sorry, we haven't got any appointments available for October and we can't yet see the calendar for November" was the response she got. I told her to either go to the chemist or phone up the surgery first thing in the morning (i.e. 1st Oct).

At first, I blamed the developers for shoddy work as, surely, it's obvious that occasionally at least there will be a need to book appointments further ahead than next month. But then I thought ... If you can't get an appointment, you don't appear in the waiting list statistics, and this is deliberate policy to 'massage' statistics to make the surgery look better. Am I being too cynical?

When they tell you they can't "see the calendar for..." you need to say to them;
"That is your problem, not mine. Could you please tell me how you intend to resolve your problem".
It is factually correct and often throws people who blame the system (of which they are part of) off track and often leads to a more satisfactory outcome as they then feel obliged to do something.
They have put the ball in your court with their statement; put it back in theirs.

It is akin to the salesman leaving big pauses which they know most people will fill; often not to their own benefit.

 

[GeoffL]

When they tell you they can't "see the calendar for..." you need to say to them;
"That is your problem, not mine. Could you please tell me how you intend to resolve your problem".
[...]

I did FWIW, and got short shrift along the lines of, "I only work here and have to work with what they give me. I'm sorry, but I can't do anything more. Please try again at the start of next month!" TBH, I'm too concerned about possible retribution to formally complain...

 

[Allen]

I received a text today asking me to ring for an appointment for the flu jab. I'm guessing I'm on their priority list.
Must do it tomorrow....

 

[Markd]

That's because they have a target to meet and don't get payment if they don't hit percentage uptake.
Or am I now being too cynical!

 

[Linda]

as a retired GP secretary I have been on the other side of making appointments and frustrated patients.....

The appointments are set by the GPs according to their schedules - many are part time or hold clinics apart from the normal appointments. Asking the receptionists to "resolve the problem" does not help. If there were appointments available they would use them. When they are fully booked there is nothing that can be done!

As far as the flu goes the surgery gets paid for each jab given. They don't have to hit targets for payment. Obviously they want To reach as many eligible patients as possible.

 

[Clunegapyears]

Lots of pharmacies offer flu jabs. James got one within days of asking for an appointment.

 

[WildCamper]

I did FWIW, and got short shrift along the lines of, "I only work here and have to work with what they give me. I'm sorry, but I can't do anything more. Please try again at the start of next month!" TBH, I'm too concerned about possible retribution to formally complain...

It is unfortunate and shows the lack of compassion at your surgery for you to feel too concerned to formally complain; that would be my next step.

Preventing patients making appointments by only having a one month at a time appointment system is a clear attempt to distort the waiting lists. A true booking system would highlight the issue and it could then be addressed.
They are clearly using a doctored system (excuse the pun) to hide their failures.

 

[WildCamper]

as a retired GP secretary I have been on the other side of making appointments and frustrated patients.....

The appointments are set by the GPs according to their schedules - many are part time or hold clinics apart from the normal appointments. Asking the receptionists to "resolve the problem" does not help. If there were appointments available they would use them. When they are fully booked there is nothing that can be done!

As far as the flu goes the surgery gets paid for each jab given. They don't have to hit targets for payment. Obviously they want To reach as many eligible patients as possible.

If the GPs cannot service the patients they have on their books then surely that is the surgery's failure?
Hiding the figures does not help and something can be done: accurately recording how long in advance people have to book to see their GP.
If the surgery has a 4 month waiting list (rather than the lottery they are running) it would be far more obvious that the system is failing which could then be addressed.

 

[Linda]

unfortunately the system is not able to cope - there are not enough new GPs being trained - but that will make this thread political .....

 

[GeoffL]

as a retired GP secretary I have been on the other side of making appointments and frustrated patients.....

The appointments are set by the GPs according to their schedules - many are part time or hold clinics apart from the normal appointments. Asking the receptionists to "resolve the problem" does not help. If there were appointments available they would use them. When they are fully booked there is nothing that can be done!
[...]

I agree that there is nothing the secretary/receptionist can do. However, the practice itself has it within its power to open the appointment calendar further into the future. As WildCamper wrote, that would at the very least highlight the issue that surgery faces and would also provide a more fair system where you don't need to be available in the early morning of the first working day of the previous month to get an appointment.

I asked I'm being too cynical because the only reason for doing what they're doing that I could see is to reduce apparent waiting times and hence appear to perform better than they actually are. Doctors' schedules would be a reason, but the surgery used to have longer waiting and coped with doctors who were sick or on holiday by bringing in locums.

 

[yorkslass]

If it's possible, get an appointment with a doctor in your practise. When asked to make an appointment explain your problem. It should be for the doc to sort out, not you.

Had issues with a specialist appointment that hadn't been made, despite said specialist wanting to see me after two weeks. Was told at reception that two weeks doesn't actually mean that, it could be longer if there are no empty slots in the system. Polite but persistent i got my appointment, but felt that staff could have been more helpful rather than being told that the computer says no.

 

[WildCamper]

If it's possible, get an appointment with a doctor in your practise. When asked to make an appointment explain your problem. It should be for the doc to sort out, not you.

Had issues with a specialist appointment that hadn't been made, despite said specialist wanting to see me after two weeks. Was told at reception that two weeks doesn't actually mean that, it could be longer if there are no empty slots in the system. Polite but persistent i got my appointment, but felt that staff could have been more helpful rather than being told that the computer says no.

We are the ones who make it onto the list outside the lottery system. They don't want us raising the issue outside their system.
The OP stated that even when he called up early on the first day of the month he still only just got an appointment. Are we to believe all the other appointments were booked up that very same morning? I suspect not; they were likely already filled with the polite but persistent ones to the detriment of the merely polite ones. No doubt in a little 'off the system' diary.
It also has to be asked why it is not a rolling month rather than a fixed month booking system?

I had to be persistent to get my recent surgery. It was cancelled twice (which no doubt ticked the boxes that declared I was given a surgery date within a month) so when they tried to cancel it a third time I offered the following information to them:
"I first made you aware of the lump in my neck when it was barely perceptible to the touch. It is now visible to the eye. As long as you are happy to note that detail I am happy to accept your cancellation." I got my surgery (though I did feel a bit butchered and the nurses who removed the stitches said they had never before seen the type of stitching I had!). I therefore understand the OP's worry about potential retribution.

 

[Deleted member 2520]

Most of the resident doctors at our surgery do not spend a full week at the surgery, as they are doing something else somewhere else.
A couple of the remaining doctors are only part-timers.

Its obvious that is root of the problem.
How can they catch-up on the back log if they are not there?

The appointment system used to be set up so you could book online, phone or go in and book.

The online section has gone out of the window, you are extremely lucky if you can make one over the phone, so all that remains is to go into the surgery and ask for an appointment.
That depends who is on reception and the mood she is in whether you get one or not.

Does the fact that there are four undertakers for a population of 10,000 say anything?