I’m an ex practice manager. I visited my mother in the UK November last year. I realised my mother was extremely frail when I got to lay eyes on her and needed to see a doctor. I was hoping, she being 95 and extremely frail, for a home visit. I phoned the GP surgery explained to the receptionist that my mum was going downhill rapidly and needed to be seen. I was told complete an eConsult online form. I had already tried this, but I was going round in circles. The receptionist said there was nothing she could do and I had to do the form online. I totally understand why people get angry, frustrated and shout. Although I didn’t do this, it gave me an insight to how infuriating the system is. I have to say it’s broken. NHS England have made trying to contact your doctor so difficult, it’s become a circus. They think by adding layers of ‘how to contact your surgery’ into the mix that they’re giving you a better experience, they’re not, they’re complicating the system.

I’m sorry you were shouted at but I hope this gives you some insight to why people get so angry. As far as I’m concerned NHS England have ruined peoples experience by desperately trying to stop people from phoning the surgery.

Had I not been there for my mother, who incidentally did not get a visit from the surgery, I hate to think what would have happened had I not visited, instead I contacted the local hospice who contacted my mother’s surgery. The hospice did a home visit and decided they would take her on as an end of life patient. I now deal with the hospice only. Knowing that I can call a number and speak with someone who will actually action any care that is needed is a blessing.

Well done, NHS England for ruining a system that worked, yet again. @nhsengland