"A highly unsatisfactory experience"

This is about a highly unsatisfactory experience I encountered at my GP surgery recently.

Upon calling by 8 am to book an urgent appointment for myself and my son, whose condition had worsened, the member of staff I spoke to provided a date for me but a farther date for my son. I attempted to convey the urgency of the situation, I was going to offer to accommodate any scheduling difficulties by suggesting my son takes my own appointment that day.

Regrettably, the member of staff abruptly terminated the call, claiming they could not spare 15 minutes for our conversation (Not because I was shouting or abusive). I was not rude, neither was I abusive as my kids were next to me during that call so I wouldn’t even dare as that’s not how I train them. I am also not that type of person.

Subsequent attempts to reach the practice were unsuccessful, prompting me to visit in person before 9am, as I understood that same-day appointments needed to be secured by this time and I was hoping to finalise the appointment dates with the member of staff. Upon arrival, the same member of staff informed me they had disconnected the call and refused to assist me until 9 am.

Despite having a scheduled appointment, I chose to wait as I was in so much pain. I couldn’t walk properly and I needed to sit. I then stepped away and I didn’t disrupt anything. They continued attending to other patients. I was then met with unwarranted aggression from a senior member of staff, who immediately threatened to involve the police, leaving me feeling shocked and intimidated. I left the practice in tears.

Later, when I returned for my scheduled appointment, I was informed by the same senior member of staff that I would not be seen. Despite being in considerable pain, I was denied medical attention. I left.

I have been a patient at this practice for nearly three years without any prior issues at this GP or any-other GP elsewhere. However, the recent behavior exhibited by the members of staff I encountered was both unprofessional and distressing, in my view.

The senior member of staff's refusal to investigate the actions of the member of staff I spoke to over the phone, and their immediate belief in their version of events, is concerning to me. 

To add insult to injury, I have received a letter from my GP indicating that I have been removed from the practice list. While this may ultimately be a relief given the circumstances, I feel it is an unjust decision based on false statements and unprofessional conduct from the staff.

I am still in shock following my experience.