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Care Opinion

Talked down to and not listened to

Posted By Chally2

"Talked down to and not listened to"

About: General practices in Ayrshire & Arran

(as the patient),

I called my doctor at the start of April as I was suffering from extreme neck spasms.  They prescribed medication and I had to get a friend to pick it up as I couldn’t drive.  I was also told to call back today if the problem continued. 

The spasms were just as bad today but I didn’t call first thing as I thought they may improve. They didn’t so I called at 2:30 pm and asked to be put through to the home visit line. I was then asked if it was a matter of life or death that I be seen. As I was in such pain and couldn’t leave the house (I live alone) I said yes I need someone to see me. A doctor called me back and after I explained the circumstances I was told that physiotherapy was what I needed.

I explained I couldn’t move my head left or right and was told that I could, it would just be painful. I’m not prepared to put myself through that amount of pain and possibly make my condition worse without being examined. I have a few other chronic conditions that I take painkillers for and have managed them for years on the same dose. They then told me I shouldn’t be on those painkillers as they were for cancer patients only.

After being spoken to for 5 minutes an appointment was made for me to see them at the surgery tomorrow. This was after I said that I couldn’t drive or look left or right. I had to call back to tell the receptionist this and was asked if I could get a taxi, I said no, I can’t afford a taxi there and back, and would need a home visit. So they cancelled the appointment. I told them I would make one when I could drive safely. 

I’m old enough to know my own conditions and what works and what doesn’t. I especially know when I need a home visit.  What’s the point in having them if you don’t use them?

So I’m left at home myself unable to get in the bath or shower due to my neck pain and unable to leave the house.  Sick of being spoken to like a child by a doctor who thinks they know better by reading a few notes on a computer and not actually seeing me or knowing my long term medical history. 

They had to ask what the cause of my chronic condition was.  

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Responses

Response from Interim Programme Lead, Governance and Assurance, Primary & Urgent Care, NHS Ayrshire & Arran 2 years ago
NHS Ayrshire & Arran

Submitted on 22/04/2022 at 14:52
Published on Care Opinion at 15:23

Dear Chally2

Thank you for taking the time to provide us with feedback of your recent experience at your GP practice. I am sincerely sorry to hear of the pain you have been suffering with your neck, it sounds incredibly painful and this must have been a very distressing time for you.

Many of our GP Practices continue to perform an initial triage over the phone with patients to determine if they can be supported at that point or, based on this clinical assessment, determine the best way to provide you with the care you need. I’m sorry you feel that your GP practice didn’t support you in a way you felt you needed.

We would be keen to pick this up with your GP practice who may be able to give you some better understanding of the actions taken. We would welcome you to provide further information, including the GP practice concerned to our Feedback and Complaints Team using the following contact information:

PO Box 13, Eglinton House, Ailsa Hospital, Dalmellington Road, Ayr KA6 6AB

Telephone 01292 513620 (please note: your call may be recorded)

Email: complaintsteam@aapct.scot.nhs.uk

Freephone number for feedback, comments, concerns and complaints call 0800 1691441

I do hope you are feeling a bit better and once again, really appreciate you sharing your experience.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by Chally2 (the patient)

Thank you for replying, since my initial post my neck spasm has cleared up. I had an appointment at the rheumatology department at Glasgow Royal Infirmary as I also have bones chipped off from my patella (Loose Bodies) the cartilage has also worn away. This was confirmed via X-ray and an MRI scan. After getting an appointment to see a surgeon I mentioned to the doctor that I had left sided hip pain as well. He said it was probably over compensation for the injury in my right knee.

A week later the pain in my left thigh was so severe I couldn’t walk so I had to call the surgery to ask for another home visit. This time a doctor came out examined me at home and confirmed that my thigh muscle was in constant spasm and that’s why it was so painful. She prescribed 5 days of muscle relaxants and said that should be fine.

I’m now on day 6 and although the pain has eased slightly it is still very painful and I’m having to use crutches to get about the house and even that is very painful.

I’m actually afraid to call my surgery again after the first incident. I’m still housebound, can’t drive my car or walk to a shop but the first incident has made me so anxious that I think they will either not believe me or not come out after having the same problem in two different places in a month.

I just want to make you aware how patients with chronic illnesses feel intimidated when calling about other problems.

I’d rather try and get a lift to A&E than have to call back.

Thank you for listening.

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