"Upset at not being seen for my gp appointment"

About: Lancashire

(as the patient),

I visited my GP surgery at Newton Drive for an urgent appointment, as I wanted to be referred to see a neurologist. I got stuck in traffic on the way to my appointment and I tried to call the surgery three times, but was told "our operators are currently busy please try again" the fourth time I called I was at position 5 in the queue, 4, 3, 2 and then up to 3 again. By this point I had arrived at my surgery 10 minutes late, I tried to do the computer check and I was redirected to reception. I then stood in the queue for a further 5 minutes, I explained to the receptionist that I had got stuck in traffic and I had tried to call be was unable to get through. The receptionist explained they would put a message on the system to the doctor to ask if he would still see me, but that might not be possible as I was late.

I then sat for 40 minutes some of this time the waiting area was empty then the receptionist told me that the doctor was "too busy today" and that we needed to reschedule. By this point, there were some other patients at reception. I asked when the new appointment would be. I was offered Friday. I was shocked that this was 4 days later for an urgent appointment. I explained I would like to be seen sooner, by this point I was visibly upset and felt that it was inappropriate to discuss, when the other patients in the queue could hear the conversation.

The receptionist then offered me an appointment for Wednesday, which I just took. By this point, I felt it was necessary for me to leave the surgery and when I got back to the car I broke down. I am disgusted that the surgery would turn away a venerable patient, which I would have classed myself at that time. I had sat in the waiting area for 40 minutes getting worked up and feeling as though I was being punished for getting stuck in traffic! I am a punctual person and have never missed an appointment. I always arrive promptly, and even when I do, I still end up waiting and never complain. I feel this time the surgery has taken it too far.

The receptionist did not know what my appointment was regarding. What if I felt suicidal or wanted to harm myself? I would still have been turned away. I had been waiting all weekend for this appointment and the fact that I have been treated this way really upsets and disappoints me. I feel extremely let down by my surgery and I will be refusing any further appointments I receive with this specific doctor. Going to the doctors is hard enough when you are already suffering with migraines, anxiety and stress really didn't help!

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