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GP complaints

If you disagree with the way your GP wants to treat you, or you're unhappy about the service provided by your GP surgery, tell them openly.

However, if you feel unable to do so or you're unhappy with the response you receive, you may wish to make a complaint.

All GP surgeries should have a written complaints procedure, and you will find this at reception or on the practice website.

As a first step, speak to the practice manager. You can also complain to the practice in writing, or by email.

If this doesn't resolve the problem, or you'd rather not raise the issue directly with the practice, you can complain to the local primary care trust (PCT). Get details of your local PCT by using our Find services tool.

Find out more about how to complain in the NHS complaints procedure.

 

Comments

19 Comments

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Comments are personal views. Any information they give has not been checked and may not be accurate.

cloud12 said on 22 March 2012

ive had this ongoing problem now for over a year or more problem being in back passage area what feels like a ball shaped lump i went to doctors had varioud creams they just said it was anal fissure and it will go and it didnt i also had a sigmadoscopy which showed nothing all clear and despite going back and for the gps they said its not cancer which im glad off but under the circumstances ive still got this problem and it feels like its getting bigger last time i went to see me gp he said if i continue going back and fore i will be struck off which i think in all due respect is not the right way they are dealing with this problem. im really hopeing there going to sort this problem out soon though as its dishearting and concerning me very much. the thing being it feels like a secondary infection on top of this fissure which they have said it is but im reluctent to go back in case i do get struck off here.

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Casualty said on 28 January 2012

The problem with complaining about GPs

Most GPs are not NHS staff. They are independen­t contractor­s to the NHS and provide their own premises and employ their own staff.

So they take private advice from their union or lawyers in the 1st. instance.

They just refer the matter back to the Health Authority to whom they are contracted by. It is very hard to get these GPs to look into anything.

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rongraves said on 06 January 2012

There is a major problem with complaining about your GP - he/she has the ultimate sanction of removing you from their list.

Until that problem is removed, and patients are protected from vindictive GPs, nothing will ever change, and GPs will go their own sweet way. A patient should be able to make a legitimate complaint without running the risk of winding up without a GP which, for me, at least, would be a very dangerous situation to be in.

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mismily said on 01 November 2011

Glad i read all the comments, i was starting to feel really down, i am not the only one suffering at the hands of the GPs, the above information is untrue, i have complained to the PCT twice and they have told me each time there is nothing they can do and refer me back to the surgery, who deny everything, before my health deterioration i was a very active person, i loved sport and activities, the gym, however it was put to a stop with chronic pain,and other problems, why are the allowed to treat people inhumane ? i have worked in this country from age 15, i have made contributions, i would continue if i could hold down a job, with the poor health, all i ask is that they fix me, i'm loosing my independence, not by choice, not self inflicted, i look after myself, i just need help to get back on my feet, instead, having to battle with GP, consultants, who, do what they want, say what they want, and get away with it, so unjust, they say Briton is developed but this country is also very backwards. they way they treat people, give with one hand take back with the other, backwards.

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Pulp901 said on 28 October 2011

Well it's apparent from all the sections I've read on this site, that no one is reading or taking on board patient complaints..nevertheless I'd like to say I'm dissapointed with the NHS claiming to give us choices. I'm in a situation where my health is deteriorating and I'm about to lose my job due to the pain I'm in even though it's a desk job. All because my blood tests come back negative and I can't seem to convince my g.p's how bad it is to refer me to a specialist as by law they can refuse me. But what about actually acknowledging that they can't diagnose me an need to do something about it! Instead telling me that I'm depressed how patronising! I know what it feels like to be depressed and I know what it feels like to be in pain! After raising my concerns several times I've given up on my practice g.ps.. So much for a choice to see a specialist I now have to find a practice that "wiill accept" new patients "within the catchment area" to me. . This practice apparently got an award in 2010 for the best service ! ?

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Another Passive Recipient said on 23 October 2011

Will GP's handling NHS budgets, mean they can profiteer?
Sending work to their private practice?
Back handers?
Drug companies medicine pushed?
Won't take on or use the budget / make the patient go private?
Certain illness are priority others can sing!
Lets face it MP's were fiddling their expenses (So called pillars of society) Greed!
Lets hope top Govt. has thought this one through!

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mrdawkins said on 07 October 2011

I have heard it all now:

Two days ago I was seeking some help for a chronic tension headache and the GP suggested a drug which is usually used for the treatment of depression but in a small dose was shown to be effective for headaches. I ask about side effects and tell him that I'm not sure if I want to try the drug. He writes the name of a drug down on a void prescription and says 'go and google it and if you want to try it come back and see me". I was so disgusted that I just walked out. I have been quite poorly this year but prior to this it was a very long time since I had to go to the doctors - thank god.

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Zebrafish said on 19 September 2011

Does anyone read these posts?

This website is way out of date.

I made a complaint to the PCT about serious failings and an endemic slipshod approach at my GP surgery. The Primary Care Trust who told me they do not have the power to investigate complaints about GPs and that i should take it up with the surgery. So PCTs spend public funds on GPs but don't monitor their performance. No wonder GPs have such an awful attitude - nobody is accountable for their failings and incompetence.

Sure i can move GPs, but looking on NHS choices, virtually every surgery in Lambeth gets negative reviews from users.

As a tax payer, I'm absolutely fed up.

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RKH said on 18 September 2011

I was telling my doctor about this problem I have had since I got back from my travels and was showing him the palm of my hand and my foot. He was on his computer, he glanced over and said he couldn't see anything and continued typing. I said the spots are tiny and they are under my skin and if he could actually take a closer look. He got irritated and said there was nothing there and continued typing. I asked if he would get away from his computer and take a closer look. He got mad. I said your service is very poor. He told me ;’I don’t want to look at your face, get out!’. I was in shock! I said I would complain, he said I am no longer your GP I am taking you off my list. I refused to leave and he said he would call the police. He then rang his colleague and told him to remove me. I refused to leave, and asked his colleague to at least listen to my side of the story. I tried to explain it whilst Dr and now another patient who they let into the room were shouting at me. There solution was we are going to call the police. After waiting for several minutes I left and asked for a complaint form and number to ring. I rang the number and was advised to put it in writing. I have a recording of the last part of the incident as I did not want them to manhandle me.

I am happy to show this as evidence if they deny anything. I was calm through the whole incident and did not use offensive language. I did not deserve to be shouted at by the Dr and refused treatment. I found the whole incident rather traumatic and hope something will be done.

I sent the above to the PCT a month ago, as i was struck off the list immediately. They sent it to the DR and I never heard back. Trying to follow it up. The PCT assigned me to a new doc without even listening to my side of the story. Dr's seem to be able to get away with anything.

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patient0 said on 18 August 2011

Thank you card to my gp at pepys surgery.
i would like to thank to my gp for trying to help me.
have been reporting for nearly 3 years to pepys surgery with my problems. i have not been listen to. i have been completely ignored and send back home each time. one timwhen i had pain attack i come to pepys surgery and my gp scream at me saying what is different about this pain that you had to come here. i was refused treatment and help for 3 years. senior female gp refused sending me to ginecologist despite my long history of pain and new symptom of bleeding. i reported fever few days later and come back asking for help. senior in charge once again screamed at me that nhs will not allow me have smear test because i just had it 2 years ago. i was once again send back home. i am now on wait for an operation with my insurance.
i think my case was handled discusting and both gp have marks on their reporting. doctors bullying patients is what it is.
legal rights to name and shame doctors should be allowed.

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genira said on 09 July 2011

Absolutely disgusting how my GP has treated me. I have been taking levothyroxine for nearly thirty years daily and I was told clearly by my endocrinologist that I must take my medicine on time everyday for the rest of my life. However, I met a very stupid GP who wasn't even convinced that there is anything wrong withme and he abruptly stopped my medicine, against the guidelines of an endocrinologist. I knw and any experienced GP knows that you do not withdraw treatment after a long time of continuous medication daily. It places the patient at risk, but because my GP is a proud fool and very incompetent, he took my medicine away and waited until I suffer symptoms of hypothyroidism until he realized his mistake and began prescribing again. I am suffering at his hands. He has no idea what he is doing and has ruined a part of my life and I hope one day he goes through the suffering he has put me through.He has manipulated my medical records, made decisions and written a patient summary without even asking me, he gives me advice that I know and any endocrinologist knows would be severely detrimental to my health. He is rude, offensive, tight lipped, mannered, has never physically checked me, has never explained anything, is proud and insulting, completely ignores obvious in your face symptoms and blatantly lies. When I moved practice, he lied and made sure that I miss out on medicine by incorrectly stating that he has prescribed a given amount to last me for a month, whereas I know and the pharmacist knows that I was only given enough to last 7 days. He has no grasp of endocrinology whatsoever. It is dangerous to withdraw levothyroxine abruptly especially if you are on high doses and use it as a complete synthetic replacement and have been on it for over 25 years continuosly. IT IS DANGEROUS AND CAN CAUSE SERIOUS COMPLICATIONS IF YOU WITHDRAW A PATIENTS MEDICINE ABRUPLTY BECAUSE OF YOUR OWN IGNORANCE OF METABOLIC DISORDERS. ABSOLUTELY PATHETIC. RIDICULOUS. DETRIMENTAL.

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User538009 said on 14 March 2011

I have complained to Barnet PCT and to the local (conservative) MP of Golders Green, about the lack of GP Services. Neither have been able to help or resolve the issue. I have a GP surgery directly across the road from my house, and I am not allowed to register there. Instead I have to register at a practice half an hour away. As a first time mum of twins, I don't see how this is a good or effective choice. Whats worse is I have a letter of allocation from the PCT, which the GP Surgery has refused to accept. I have walked to the medical practice where I have been forced to register so I'm not left without a GP, and this half an hour walk has exacerbated the back and hip pain I already suffer from.
Thank goodness the PCTs will be abolished, though not soon enough. The staff are incompetent, and do not have a clue about customer service.
As for GPs running commissioning in the future, they can barely run their own practices let alone take on the job of commissioning.
What an absolute waste of my taxes.

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snakecharmer38 said on 05 March 2011

I would not bother complaining. I have tried before and all you get is a whitewash. G.Ps always back eachother up, no matter what the complaint. Same goes for anyother member of the health service. I had a witness about my complaint, the paramedic at the time. He even apologised for the doctors attitude. However, when I made a complaint, he suddenly backed the doctors version of events and denied ever apologising. So nothing happened. Waste of time and effort. It's not a wonder that a lot of people who I talk to have lost all faith and trust in the medical profession. Only thing I can do is set up cameras in the house, maybe then they will do something if the same happens again.

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snakecharmer38 said on 05 March 2011

I would not bother complaining. I have tried before and all you get is a whitewash. G.Ps always back eachother up, no matter what the complaint. Same goes for anyother member of the health service. I had a witness about my complaint, the paramedic at the time. He even apologised for the doctors attitude. However, when I made a complaint, he suddenly backed the doctors version of events and denied ever apologising. So nothing happened. Waste of time and effort. It's not a wonder that a lot of people who I talk to have lost all faith and trust in the medical profession. Only thing I can do is set up cameras in the house, maybe then they will do something if the same happens again.

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kayjoshi said on 03 March 2011

My Gp is impossible to get an appointment with if your working.

He opens at 10 am each day and only works to 5 pm most days

So you would always have to take time off work to see him.
He has a late surgery until 6pm on one day but this is always book way in advance.

Also he only has emergency on Thursdays , and has a supply doctor on a Friday.
And half day on Wednesday's ....

Can anyone tell me if this is fair ?
I work a distance from my home to my work and am a diabetic so need to see doctor. each time I have to take the day off to see him.
When he becomes the fund holder for me , I will be an excellent deal for him because I will never get to see him and he will pocket all the funds he gets for my treatment.


What a shocking state of Affaires !

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Beam10 said on 21 February 2011

I have regular prescriptions of two drugs each month.

In case I have died they have to reissue this every month and i have to specifically ask for the two drugs by name every month by email ( telephone is not allowed ) or going there and filling in a form.

Last month when I went to collect it during the day there was only one drug on the prescription.

As it was their mistake and doctors were on site, I expected that they would have corrected the problem there and then!

Oh no, the sour faced receptionist made no apology and said I would just have to request the missing drug on their request form and come back the following week!

Reading other complaints above it seems this unfriendly and unhelpful attitude is normal with receptionists.

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norman21 said on 11 November 2010

I made a complaint about my GP after he lied to me about something. Instead of being listened to as I expected I was struck off their list as they said by compliaining it meant I didnt trust my GP so they had to right to exclude me as the bonds of trsut had been broken.
The system is unfair !

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User193019 said on 26 July 2010

Why do i have to wait for over two weeks to see my GP? when i complained to the oldham PCT about other issues i mentioned about the appointment waiting times,and low and behold the management contacted me and the next day i got to see my GP! Now why should i have to complain before i can be seen within two working days ,like it says on thier website '''you can be expected to be seen with in two working days'' yeah right !

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billybump said on 22 November 2009

The complaints procedure needs updating and/or people who listen to the aggrieved patient rather than automatically siding with the doctors. If you do not have a third party present at the time of the incident being complained about the complaints service listen to the doctor who in most instances will give false information to cover their own backs therefore leaving the aggrieved patient with no where to go with the complaint. If the patient wishes to leave that practice as trust has been broken and that practice is the only practice in the area they are left without a GP as other surgeries are within their rights to refuse access to their surgery as its out of area. Please NHS give the patient more rights and less power to the GP's.

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Last reviewed: 09/08/2011

Next review due: 09/08/2013

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