Forums > Help! > NHS complaints procedures
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had her carpal tunnel surgery already thanks v much
4,145 posts
Location: Edinburgh, Scotland (UK)
had her carpal tunnel surgery already thanks v much
4,145 posts
Location: Edinburgh, Scotland (UK)
Posted:
Does anyone know about a place where you can complain about doctors?
To cut the story as short as I can, apologies for the length of it!
- been diagnosed with carpal tunnel 10 months ago
- was told I'd be referred to physio
- wasn't referred to physio after all, so had to ask them again
- didn't get splint prescribed cause I hadn't been seen by a physio, despite the fact I couldn't sleep from the pain and there was no appointment for 10 weeks, so had to buy it
- was told to go to uni gym physio ("10 pounds")
- turned out to be 30 pounds/session, but didn't matter cause appointment got cancelled anyways
- 1st appointment with "real" uni physio got cancelled too (an early morning one again, I wonder...)
- got treated there for 1 1/2 months, before finally being referred to hand specialists
- they treated me but referred me to doctor in the end for treatment (injections or release operation) - 5 1/2 months waiting list, 1 1/2 hour bus ride to get there
- got there finally, had to wait ages, then got told that after all they weren't sure what I had and I had to go for a nerve test. guess what? with another waiting list, and actually in Edinburgh
- when asking why I hadn't been referred there in the first place, I got talked over.
- when saying "I thought I'd been diagnosed with carpal tunnel 10 months ago" I was told in a no-nonsense voice that noone could diagnose it without those tests
- when saying I was told they were going to do something at the appointment I got shouted at (!) and told that my physio was not a doctor, that he was the specialist and hadn't I understood that I had to go somewhere else first and then come back to him (he said that about 5 times in the whole 5 minutes he took to see me, 3 of which he only took because I refused to leave with some answers)
- And the best thing:
After bringing up the fact that I'm a diabetic with EVERYone I've seen about the carpal tunnel, and telling them I was worried it might be a complication of that (which it well might be), and being told it definitely wasn't, he now says it might be. If it is, and if noone's dealt with for nearly a year (plus further waiting times) it might be to late to stop it from proceeding.
Oh, and:
10 months and more = straight away?
Anyways, I need someone I can tell all this to who will actually listen, and since it's happened at more than one place, I'm worried that the GP will blame the physio will blame the specialist will blame the GP again, and noone will feel responsible and give me any answers.
I'm so annoyed, especially since after waiting for 5 months, and being told I had carpal tunnel and being treated for it in the last 10 months, I was given 1 (!) look at my wrists and 2 minutes being talked to by a specialist to accept that carpal tunnel might just not be what I have, say thanks and byebye and leave without asking questions. The fact that he repeatedly talked over me, refused to answer my questions properly and nearly shouted at me a couple of times doesn't exactly help, or make me trust him, in case I ever will have the operation done.
I'm also really p!ssed off that a possible long-term complication of my diabetes has maybe been ignored even though I asked them to look into it (which shouldn't be necessary in the first place, since they were all "oh, you're diabetic, you're more likely to get carpal tunnel..." anyways). I've had stuff ignored before, like apparently the diabetic clinic has called back all insulin injection pens of a certain type cause they're not reliable, but neither me nor any other diabetics I know who are registered with them actually heard from them, and they've lost the results of my eye tests at least once, and if they didn't lose them a 2nd time they forgot to inform me of them.
Not to mention the cost for the NHS for all the physio they gave me for somthing they didn't even know I had...
I'm getting really scared that if something should be seriously wrong, I'd be scr3wed, and if it wasn't for finishing my PhD I'd probably be on my way back to Germany in a few weeks time to re-register there and get myself sorted out.
Does anyone know about a place where you can complain about doctors?
To cut the story as short as I can, apologies for the length of it!
- been diagnosed with carpal tunnel 10 months ago
- was told I'd be referred to physio
- wasn't referred to physio after all, so had to ask them again
- didn't get splint prescribed cause I hadn't been seen by a physio, despite the fact I couldn't sleep from the pain and there was no appointment for 10 weeks, so had to buy it
- was told to go to uni gym physio ("10 pounds")
- turned out to be 30 pounds/session, but didn't matter cause appointment got cancelled anyways
- 1st appointment with "real" uni physio got cancelled too (an early morning one again, I wonder...)
- got treated there for 1 1/2 months, before finally being referred to hand specialists
- they treated me but referred me to doctor in the end for treatment (injections or release operation) - 5 1/2 months waiting list, 1 1/2 hour bus ride to get there
- got there finally, had to wait ages, then got told that after all they weren't sure what I had and I had to go for a nerve test. guess what? with another waiting list, and actually in Edinburgh
- when asking why I hadn't been referred there in the first place, I got talked over.
- when saying "I thought I'd been diagnosed with carpal tunnel 10 months ago" I was told in a no-nonsense voice that noone could diagnose it without those tests
- when saying I was told they were going to do something at the appointment I got shouted at (!) and told that my physio was not a doctor, that he was the specialist and hadn't I understood that I had to go somewhere else first and then come back to him (he said that about 5 times in the whole 5 minutes he took to see me, 3 of which he only took because I refused to leave with some answers)
- And the best thing:
After bringing up the fact that I'm a diabetic with EVERYone I've seen about the carpal tunnel, and telling them I was worried it might be a complication of that (which it well might be), and being told it definitely wasn't, he now says it might be. If it is, and if noone's dealt with for nearly a year (plus further waiting times) it might be to late to stop it from proceeding.
Oh, and:
Written by: NHS carpal tunnel leaflet
Carpal tunnel syndrome can be dealt with. However, it is crucial that you see your doctor straight away.
10 months and more = straight away?
Anyways, I need someone I can tell all this to who will actually listen, and since it's happened at more than one place, I'm worried that the GP will blame the physio will blame the specialist will blame the GP again, and noone will feel responsible and give me any answers.
I'm so annoyed, especially since after waiting for 5 months, and being told I had carpal tunnel and being treated for it in the last 10 months, I was given 1 (!) look at my wrists and 2 minutes being talked to by a specialist to accept that carpal tunnel might just not be what I have, say thanks and byebye and leave without asking questions. The fact that he repeatedly talked over me, refused to answer my questions properly and nearly shouted at me a couple of times doesn't exactly help, or make me trust him, in case I ever will have the operation done.
I'm also really p!ssed off that a possible long-term complication of my diabetes has maybe been ignored even though I asked them to look into it (which shouldn't be necessary in the first place, since they were all "oh, you're diabetic, you're more likely to get carpal tunnel..." anyways). I've had stuff ignored before, like apparently the diabetic clinic has called back all insulin injection pens of a certain type cause they're not reliable, but neither me nor any other diabetics I know who are registered with them actually heard from them, and they've lost the results of my eye tests at least once, and if they didn't lose them a 2nd time they forgot to inform me of them.
Not to mention the cost for the NHS for all the physio they gave me for somthing they didn't even know I had...
I'm getting really scared that if something should be seriously wrong, I'd be scr3wed, and if it wasn't for finishing my PhD I'd probably be on my way back to Germany in a few weeks time to re-register there and get myself sorted out.
"vices are like genitals - most are ugly to behold, and yet we find that our own are dear to us."
(G.W. Dahlquist)
Owner of Dragosani's left half
BRONZE Member
1 + 1 = 3
3,540 posts
Location: Bristol UK
1 + 1 = 3
3,540 posts
Location: Bristol UK
Posted:
I would suggest going to your local PCT, or Primary Care trust. They'll be the one's in charge of your doctor, and in fact anything that has to do with medical treatment in your area.
As for getting hold of their number, I have no idea. I would be inclined to try the usual directory enquiries and such, but I have no idea as I've never had to complain about such a thing...
Hope it all gets sorted out, and they stop messing you around
I would suggest going to your local PCT, or Primary Care trust. They'll be the one's in charge of your doctor, and in fact anything that has to do with medical treatment in your area.
As for getting hold of their number, I have no idea. I would be inclined to try the usual directory enquiries and such, but I have no idea as I've never had to complain about such a thing...
Hope it all gets sorted out, and they stop messing you around
Empty your mind. Be formless, Shapeless, like Water.
Put Water into a cup, it becomes the cup, put water into a bottle, it becomes the bottle, put water into a teapot, it becomes the teapot.
Water can flow, or it can Crash.
Be Water My Friend.
SILVER Member
Pooh-Bah
2,444 posts
Location: Bristol !!!!!!, United Kingdom
Pooh-Bah
2,444 posts
Location: Bristol !!!!!!, United Kingdom
Posted:
Birgit, if you want to make a complaint i suggest you get in contact with the GMC (general medical council) - they deal with complaints about doctors and are also in charge of striking people off.
https://www.gmc-uk.org/
Birgit, if you want to make a complaint i suggest you get in contact with the GMC (general medical council) - they deal with complaints about doctors and are also in charge of striking people off.
https://www.gmc-uk.org/
Gayle.....!
SILVER Member
Pooh-Bah
2,444 posts
Location: Bristol !!!!!!, United Kingdom
Pooh-Bah
2,444 posts
Location: Bristol !!!!!!, United Kingdom
BRONZE Member
had her carpal tunnel surgery already thanks v much
4,145 posts
Location: Edinburgh, Scotland (UK)
had her carpal tunnel surgery already thanks v much
4,145 posts
Location: Edinburgh, Scotland (UK)
Posted:
Thanks guys
I'll get to the complaints as soon as I can, I'm just about to move in 1 1/2 weeks, and I'm at the end of my nerves.
I'm just about to give everything up really, but given that I hate people who talk like I do now I'm quite sure I won't, if that makes any sense. Self-respect or whatever it is. Gah, like I've got any reason to have self-respect
look at me, moaning on a forum just because I don't have enough energy to kick some arse where people deserve it while doing a PhD, moving, organising a juggling society and science communication events, and trying to keep a relationship going in which I'm probably just ruining everything by being a complete mess and acting like one.
Someone better slap me round the head for being a self-pitying cow.
Thanks guys
I'll get to the complaints as soon as I can, I'm just about to move in 1 1/2 weeks, and I'm at the end of my nerves.
I'm just about to give everything up really, but given that I hate people who talk like I do now I'm quite sure I won't, if that makes any sense. Self-respect or whatever it is. Gah, like I've got any reason to have self-respect
look at me, moaning on a forum just because I don't have enough energy to kick some arse where people deserve it while doing a PhD, moving, organising a juggling society and science communication events, and trying to keep a relationship going in which I'm probably just ruining everything by being a complete mess and acting like one.Someone better slap me round the head for being a self-pitying cow.
"vices are like genitals - most are ugly to behold, and yet we find that our own are dear to us."
(G.W. Dahlquist)
Owner of Dragosani's left half
Dreamer
4,308 posts
Location: York, England
4,308 posts
Location: York, England
Posted:
This time around you seem a lot more like you need hugs!
That doesn't reallysound any better or worse than being me in america, and that scares me.
Ho hum.
Good luck!
This time around you seem a lot more like you need hugs!
That doesn't reallysound any better or worse than being me in america, and that scares me.
Ho hum.
Good luck!
Keep your dream alive
Dreamin is still how the strong survive
Shalom VeAhavah
New Hampshire has a point....
BRONZE Member
had her carpal tunnel surgery already thanks v much
4,145 posts
Location: Edinburgh, Scotland (UK)
had her carpal tunnel surgery already thanks v much
4,145 posts
Location: Edinburgh, Scotland (UK)
Posted:
grrrrrrrrrrrrrrrrrrrrrr
I just called the hospital that's supposed to do the nerve test... not like anyone had contacted me or anything... it's another 5 months waiting list.
That means that it'll be 1 year and 5 months from when I went to see a doctor that someone will analyse what I actually have.
It also means there'll be another 2 or 3 months (from experience from other doctors) until someone will write me a letter saying I could come and make an appointment (another few months, usually) to find out what it is.
Add more time for when someone is actually going to do something about it.
By the time I have an appointment, I'll probably be finished with my PhD and have to move and guess what, go on another waiting list there.
Which means it'll be more than 2 years until I'm finally treated for what everyone agrees should be dealt with as quickly as possible.
Don't even mention the fact that it completely screws my brains up to not know what it is, and feel it getting worse by the month, knowing nobody gives a sh!t.
I don't know if I can cope with that much longer
grrrrrrrrrrrrrrrrrrrrrr
I just called the hospital that's supposed to do the nerve test... not like anyone had contacted me or anything... it's another 5 months waiting list.
That means that it'll be 1 year and 5 months from when I went to see a doctor that someone will analyse what I actually have.
It also means there'll be another 2 or 3 months (from experience from other doctors) until someone will write me a letter saying I could come and make an appointment (another few months, usually) to find out what it is.
Add more time for when someone is actually going to do something about it.
By the time I have an appointment, I'll probably be finished with my PhD and have to move and guess what, go on another waiting list there.
Which means it'll be more than 2 years until I'm finally treated for what everyone agrees should be dealt with as quickly as possible.
Don't even mention the fact that it completely screws my brains up to not know what it is, and feel it getting worse by the month, knowing nobody gives a sh!t.
I don't know if I can cope with that much longer
"vices are like genitals - most are ugly to behold, and yet we find that our own are dear to us."
(G.W. Dahlquist)
Owner of Dragosani's left half
GOLD Member
Pirate Pixie Crew Captain
8,428 posts
Location: Wales
Pirate Pixie Crew Captain
8,428 posts
Location: Wales
Posted:
Birgit hun how much will it cost for you to go privately and how can we help you pay those costs?
Birgit hun how much will it cost for you to go privately and how can we help you pay those costs?
Feed me Chocolate!!! Feed me NOW!
GOLD Member
Gromit's Humble Squire
4,496 posts
Location: Brisbane, Australia
Gromit's Humble Squire
4,496 posts
Location: Brisbane, Australia
Posted:
Sorry to hear it's still looking so crap Birg. Can't really offer much advice re the NHS, but hang in there ok?
Sorry to hear it's still looking so crap Birg. Can't really offer much advice re the NHS, but hang in there ok?
BRONZE Member
had her carpal tunnel surgery already thanks v much
4,145 posts
Location: Edinburgh, Scotland (UK)
had her carpal tunnel surgery already thanks v much
4,145 posts
Location: Edinburgh, Scotland (UK)
Posted:
Skully, it's not that much of a problem. I have some savings. I hate having to use them now, I always thought they'd all go towards a house or something nice one day... But thanks so much for offering!
The biggest problem right now is not the operation, but finding out what actually is the matter, and that nerve test that needs to be done isn't offered by private people as far as I know. I'm hoping that complaining will put me up the waiting list a bit.
Anyways. I'm going camping for the weekend with the Beltane Fire People, and I'll try hard to not think about the evil NHS for a few days
Skully, it's not that much of a problem. I have some savings. I hate having to use them now, I always thought they'd all go towards a house or something nice one day...
But thanks so much for offering!The biggest problem right now is not the operation, but finding out what actually is the matter, and that nerve test that needs to be done isn't offered by private people as far as I know. I'm hoping that complaining will put me up the waiting list a bit.
Anyways. I'm going camping for the weekend with the Beltane Fire People, and I'll try hard to not think about the evil NHS for a few days
"vices are like genitals - most are ugly to behold, and yet we find that our own are dear to us."
(G.W. Dahlquist)
Owner of Dragosani's left half
BRONZE Member
I invented the decaffinated coffee table.
453 posts
Location: Cornwall, United Kingdom
I invented the decaffinated coffee table.
453 posts
Location: Cornwall, United Kingdom
Posted:
It might be worth considering ringing up the place where they do the tests and asking about a private consultation, most consultants also run private surgeries.
That's what I did when I was told I had to wait to see an endochronologist - I called up and they gave me an appointment privately within a few weeks. Follow-up appointments can then be arranged via the NHS with the same consultant without having to go back on the waiting list.
It is not OK that you have to use your own money rather than using the NHS. But with what you've been through it may be the quickest and least annoying option.
It might be worth considering ringing up the place where they do the tests and asking about a private consultation, most consultants also run private surgeries.
That's what I did when I was told I had to wait to see an endochronologist - I called up and they gave me an appointment privately within a few weeks. Follow-up appointments can then be arranged via the NHS with the same consultant without having to go back on the waiting list.
It is not OK that you have to use your own money rather than using the NHS. But with what you've been through it may be the quickest and least annoying option.
Boo x
I intend to live forever - so far, so good.
If it costs "a penny for your thoughts", but people give you their "two-pence worth", who is getting the extra penny?
BRONZE Member
had her carpal tunnel surgery already thanks v much
4,145 posts
Location: Edinburgh, Scotland (UK)
had her carpal tunnel surgery already thanks v much
4,145 posts
Location: Edinburgh, Scotland (UK)
Posted:
Update on the NHS struggle!
After having the nerve test in June and not hearing from anyone since, I've had a phone call from the hospital when I was away yesterday asking to call back asap.
Which I did.
They said "you were supposed to have your operation yesterday."
I said "that's nice to tell me, I didn't even know I was going to have one at all."
So the girl realised that, while someone had changed my phone number to the one I gave them in March (!) they'd failed to do so with my address, so all the correspondence went to my old address and whoever's living there now. Fabulous. They had it in their files but had not updated it.
I told them to forget about it for now because at this stage in the PhD I can simply not afford not using my hand for 2 weeks, and it's getting slightly better anyway.
I'm surprised though that they'd booked me in for an operation without even hearing back from me or discussing possible alternatives like steroid injections.
What I'm not surprised about is that they fxcked up yet again, this time with something as simple as my address. I wonder why in the world I'm going to trust them with cutting my wrist open.
Update on the NHS struggle!
After having the nerve test in June and not hearing from anyone since, I've had a phone call from the hospital when I was away yesterday asking to call back asap.
Which I did.
They said "you were supposed to have your operation yesterday."
I said "that's nice to tell me, I didn't even know I was going to have one at all."
So the girl realised that, while someone had changed my phone number to the one I gave them in March (!) they'd failed to do so with my address, so all the correspondence went to my old address and whoever's living there now. Fabulous. They had it in their files but had not updated it.
I told them to forget about it for now because at this stage in the PhD I can simply not afford not using my hand for 2 weeks, and it's getting slightly better anyway.
I'm surprised though that they'd booked me in for an operation without even hearing back from me or discussing possible alternatives like steroid injections.
What I'm not surprised about is that they fxcked up yet again, this time with something as simple as my address. I wonder why in the world I'm going to trust them with cutting my wrist open.
"vices are like genitals - most are ugly to behold, and yet we find that our own are dear to us."
(G.W. Dahlquist)
Owner of Dragosani's left half
GOLD Member
Carpal \'Tunnel
3,252 posts
Location: sheffield, United Kingdom
Carpal \'Tunnel
3,252 posts
Location: sheffield, United Kingdom
Posted:
I've had similar experiences with NHS admin over the past few months.
My Dads terminal with cancer and he's spending a lot of time at his partners place (she's got a disabled flat which is much better and safer for him)- the NHS admin seem unable to deal with the fact that a patient may want to change their address or to spent time at two different addresses.
And, you have to make sure that every dept. involved knows, cos there seems to be very little communication between them.
At a couple of points I've had raised eyebrows from nurses behind the desk cos I've asked them to read back the address they've just typed onto the system so I'm sure it's gone in without spelling mistakes- I'm just sick of human error making an already bad situation worse.
Last time we were in the hospital, my terminally ill Dad, in a wheelchair and exhausted, had to wait an extra 1/2 hour because when i went to the pharmacy to collect his prescription, they had to mess around locating the doctor cos they couldn't read what he'd written!
You'd think that with doctors writing being material for stand-up comics for the past 30 years, that by now all doctors would be very firmly instructed to write legibly, if necessary with un-joined up writing?
What a waste- all those hours unnecessarily thrown away with operations where the patient hasn't been informed, medi-cars going to the wrong address- along with all the unnecessary distress to very ill patients who can do without having to check up on every detail to ensure that the admin system hasn't got it wrong.
I'll make clear that I'm not critisising the nursing staff here- just the atrocious admin (though I wish some of the nurses would at least acknowledge that the admin is really bad, rather than giving you funny looks when you ask to have appointment/medi-car details in writing etc).
After a particularly frustrating episode I asked about where I could get hold of a patients charter and details of complaints procedures, got directed to 'Patients Liason' who informed me that there was no charter- that appropriate waiting times where decided by the 'experts' in the relevant departments!
NHS admin is a joke, when it comes to accountability it's pretty much the most unprofessional organisation I've ever dealt with.
I've had similar experiences with NHS admin over the past few months.
My Dads terminal with cancer and he's spending a lot of time at his partners place (she's got a disabled flat which is much better and safer for him)- the NHS admin seem unable to deal with the fact that a patient may want to change their address or to spent time at two different addresses.
And, you have to make sure that every dept. involved knows, cos there seems to be very little communication between them.
At a couple of points I've had raised eyebrows from nurses behind the desk cos I've asked them to read back the address they've just typed onto the system so I'm sure it's gone in without spelling mistakes- I'm just sick of human error making an already bad situation worse.
Last time we were in the hospital, my terminally ill Dad, in a wheelchair and exhausted, had to wait an extra 1/2 hour because when i went to the pharmacy to collect his prescription, they had to mess around locating the doctor cos they couldn't read what he'd written!
You'd think that with doctors writing being material for stand-up comics for the past 30 years, that by now all doctors would be very firmly instructed to write legibly, if necessary with un-joined up writing?
What a waste- all those hours unnecessarily thrown away with operations where the patient hasn't been informed, medi-cars going to the wrong address- along with all the unnecessary distress to very ill patients who can do without having to check up on every detail to ensure that the admin system hasn't got it wrong.
I'll make clear that I'm not critisising the nursing staff here- just the atrocious admin (though I wish some of the nurses would at least acknowledge that the admin is really bad, rather than giving you funny looks when you ask to have appointment/medi-car details in writing etc).
After a particularly frustrating episode I asked about where I could get hold of a patients charter and details of complaints procedures, got directed to 'Patients Liason' who informed me that there was no charter- that appropriate waiting times where decided by the 'experts' in the relevant departments!
NHS admin is a joke, when it comes to accountability it's pretty much the most unprofessional organisation I've ever dealt with.
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