Nika N
1/5
I'm fortunate not to be the most vulnerable person in the world, but honestly, this entire experience is a depressing reflection of just how dysfunctional the NHS is. Sadly this practice is very average as for the NHS standard.
In May I got an appointment with a nurse following my completed registration as a newly registered patient.
I also secured an appointment with a doctor, who was, to his credit, really thorough. He asked about my symptoms and additional questions. He told me I needed to make a self-referral.
When I called the referral line, I was met with an automated message instructing me to call a different number. After waiting on hold for what felt like forever, I was then told to refer myself online. Two days later, the hospital informed me that the self referral could not be accepted and that I should discuss my situation with my GP, who was CC’d in the letter. I did not get any info from my GP for a few days.
A few minutes before my meeting at work, I got an unexpected call to assess me. The person promised to call back after 12, no one did. So I filed another request for advice (I gave up on calling). A few days later, a nurse called and asked me to refer myself to a different place and said she would handle it since no one knew why I wasn’t accepted in the first place as the letter did not specify the reason. No response from her for a few weeks by now). She also suggested to make another GP appointment if I needed further help.
Later that day, at 8:23 p.m., a GP called. She asked me to share the letter, saying she couldn’t advise me without it, even though I explained that it was already CC’d to my GP, and what the nurse said. The doctor told me it was my responsibility to provide the letter that was CC'd to them and abruptly ended the call 2 minutes and 34 seconds into the call, saying she wouldn’t issue any medications unless she saw the latter. I wasn’t even asking for medication. We did not talk about it at all. But of course, the call ended before I could respond.
A day later the reception informed me it was a "confederation doctor" (as long as I understood it correctly) and if I would like to get additional advice I can use an online form.
On 27/08 my online services was blocked. I received an email from the reception that the GP surgery cannot offer any services to patients in my situation due to lack of completed registration checks.
The same date I asked for a clarification as I was already registered, I had a review with a nurse and did not register with any other care provider. They responded I am not anymore registered with the surgery and asked me to register again (my questions were very nicely ignored). I could not reregister online since my last and next provider would be the Belmont Medical Centre. I had to visit the practice again. They told me I needed to fill the registration form again and then they will reactivate my access. When I asked why I was deregistered, they told me that a different provider told them I registered with them. When I asked to tell me who it was as it is ridiculous other providers can simply do it to patients that even did not register with them, they told me they did not know, but I should fill another registration form and bring it back...it could be even in the next week!!! Emails with requests for additional information so I could investigate were responded with the same manner..
So, what happened next? 1. Another self-referral, this time the I have not received any response 🙂 2. Another check with a nurse who promised to check again (nothing happened as for now) 3. And a complaint that was ignored. 4.a really helpful appointment with a doctor.
Is this particular center bad? I wish I could say so, but sadly, I think it’s just a painfully average example of how broken the NHS truly is. A mixture of really good and bad professionals that at the end makes you feel tired.
