"Formal Complaint"

I've been registered at this surgery for about 8 years and it's disgraceful.

It's almost impossible to get through on the telephone. I once had to call 60+ times before I got through and when the receptionist answered they were snappy (most likely stressed with the amount of calls). There is no hold option, so you have to constantly call back-to-back until you get through.

When you eventually get through, they often don't have any appointments for a few weeks. If you want to be seen quicker, they judge over the phone whether you're personal medical problem is "urgent enough".

My most recent experience has been dreadful. I have had hip dysplasia most of my life and am in a lot of constant pain. I had an operation 2 years ago but it has not been entirely successful. I am again seeking help with the specialist orthopedic hospital, as the pain has returned. However, as I cannot afford private health care, my consultant relies upon referrals from my GP in order to help me. I last saw my consultant on 27th September 2017. They advised that I need a further MRI, as I have possible cartilage damage. They also advised that an MRI appointment would be about 2 month's wait so they suggested that I ask my GP for pain medication to help until my MRI (which I did). I am also trying to rehabilitate my hip in the gym, although this has not been successful thus far.

It has now been over 2 months so I contacted my consultant today to check progress. I was advised that their referral request was sent on 27th Sept (straight after my appointment). However, they never received the referral from my GP... It's been 2 months. It can't take that long to complete a referral.

I tried to call my GP today 29 times today but couldn't get through. So I went after work in person. I asked why nothing had been done in over two months, to which the response was "I've no idea". The receptionist said they would get the GP to call when the doctor is free. I was livid, but knew it wasn't the receptionist's fault. So I left.

I went to my car and cried. I felt like no one in that building cared about me at all.

I decided to go back in and ask whether my pain medication could be reviewed in the meantime. The receptionist said they couldn't make appointments for pain medication reviews which aren't a "priority".

So I left, again.

I appreciate that the NHS is struggling and that they have a lot of patients. I understand that delays are going to happen. But I've spent the past two months staring at my letterbox waiting for my appointment, whilst in pain, but not complaining. Just waiting in line. I had no idea that absolutely nothing had been done to help me. I think it's disgusting and I intend to leave the surgery as soon as I am able.