"I think everyone is now under too much pressure"

I have been a patient at this surgery now for over 16 years and now I feel like I am being a nuisance even asking for anything. I most certainly wouldn’t speak to any of the receptionists on the desk because apart from a couple who have been there for years they are just unhelpful, unapproachable and unfriendly with no knowledge or interpersonal skills. The fact that you are in the doctors in the first place suggests there is something wrong so they should show a bit of compassion and empathy instead of treating you like an inconvenience.

I have had a bad time lately. I was concerned about something on my breast and the first gp I saw was more interested in getting me on the scales to weigh me rather than listening to my concerns which was insensitive and inappropriate.

The next day I saw another doctor who was excellent. She was kind, empathetic, thorough. But I don’t know what happened. Apparently the 2 week referral she had done was dictated, but not sent.

4 weeks later, distressed by now I rang up and spoke to someone who told me ‘the person who deals with appointments isn’t in today so you need to ring back tomorrow’. The next day I rang access booking and choice and was told no referral had been done. Immediately i rang back Valentine Medical centre and spoke to the practice manager, as my birth mother died of breast cancer at age 54 and this was a 2 week referral...now almost 5 weeks on.

I don’t blame the doctors, I blame the system. Everyone is under too much pressure to meet government targets and it is having a big effect on patient experience which is really sad. These kind of delays and errors should never happen. I cannot begin to explain the amount of distress and anguish it all caused me.