"Getting help for covid symptoms"

I developed covid symptoms over night. Tight cough pain in my chest which I managed till the morning. I booked a PCR test for 10am.  

On return I felt unwell and I was concerned that because I couldn’t cough properly due to the sharp pain it would cause me further issues. I called the 111 number which stated that the call is for people who need urgent help, at this point I did not feel I needed urgent help and as a nurse I felt my symptoms could be managed by a GP.

I called my GP surgery and asked for advice I explained that I had asthma, that I had a terrible sharp pain in my chest on coughing and asked what advice are they giving or a recommendation for medication. I was met with the reply asking a prescription for what. I told the receptionist I have just explained why. They then proceeded to tell me a GP would not see me. I told them I understood a GP would not see me however I would like a telephone consultation to which they replied fine.

This was all through struggling to talk due to a sore throat and painful cough.  I waited 4 and half hours for a call back. When I didn’t receive a call back I called the surgery to find out when I would get to speak to a dr. I deliberately gave my house number as we have had issues in the past with calls to mobiles.  I called 80 times which is visible on my phone whenever I pressed the appropriate number to get through the call dropped. I then changed and opted for another option this dropped too.

I then went through the house call option and I tried to explain there is an issues with their telephone system. The receptionist was rude and said I would just need to keep trying as they are in the process of transferring their phone system. Again I tried to explain I had tried 80 times and I thought it was ridiculous they are changing over a phone system and people are trying to get help. They then took my name and said they Dr has tried called several times and they had no answer. Now my husband is an IT engineer he checked the phone and it was working he also withheld his number and tried and it was working.

The receptionist then told me I needed to get off the line and they would inform the dr. I said I am calling for help I have been waiting for 4.5hrs in pain and I think it’s ridiculous that patients are being treated like this because they have COVID symptoms. At this point I became upset and crying as I was being met by someone completely unsympathetic. I explained that I am a nurse and I never use my GP service unless I need help and I am unable to get that help when required. It seemed very clear that this person didn’t care. I have 2 young children with the possibility of having covid and I was frightened, my oldest daughter (8) was becoming frightened and all I wanted was someone to listen to my symptoms and possible prescribe steroids due to my asthma. I told this person I was about to call NHS 24 and report this carry on that they should be dealing with patients and their response was and what are they going to do, I also said it needs reporting to the department of health.

My husband heard the full conversation and took the phone from me. He was angry and asked for the receptionist name which they never gave due to my husband and being angry they hung up. My husband called again and spoke to someone who seemed to help a bit more, and informed us of their colleague's name. I then took the decision to call 111 where I was assessed and called back by a GP who was extremely helpfully who prescribed steroids and gave me another prescription for my inhaler. During this call the GP called to say that they had been trying to call and the call wasn’t going through. I explained that my landline is completely working I think it’s a bit of a coincidence that they were changing phone systems and calls were unable to connect. 

I am really disappointed that I have been treated in the way. I never access my GP unless I have to and I was met with this response. Reception staff acted unsympathetic and they are not upholding NHS Lanarkshire values.  I work in hospital where staff are dealing with covid everyday face to face yet I can’t get help from a GP over the phone. I think community services is a sorry state of affairs and A&Es are full because patients can’t get access to a GP service when needed.