Long wait for appt. at DMC

[Lynne]

I too go to Forest Hill Rd and have never had to wait unreasonably for an appointment

But I have had trouble trying to ring through, and before now have given up and walked there. This is OK if you're not actually ill and need a booking for something no-urgent, but not otherwise

Lynne

[Lozellen]

Ditto to Forest Hill Road one - I've always been offered same day or next day for appointments. Only downside is the phone system.

[Otta]

I'm sure I heard somewhere of a proposal that people would be able to access multiple GP surgeries. Would be great if you could have one close to home, and one near work, as people that work, especially those who don't get paid holiday / sick are a bit stuck.

[PeckhamRose]

There is no longer a PCT in Southwark, but you can get more information from the Patients Forum or Practice Manager of your surgery. Notices should at least be in the waiting room, and patients forums are held at different times of day to attract different people.

I know I am lucky I am a patient of Nunhead grove, but their catchment area does include some of SE22 so do ask. They are brilliant when it comes to same day appts and they will have you speak ith a doctor on the phone first to decide how best to proceed (to cut down on people who see a doctor the same day when they did not NEED to!)

I second the above points about complaining about surgeries who behave unreasonably.

Rose x

[muppet]

What annoys me about DMC is that even if you go in at 8am their emergency appts seem to have gone. Also, as someone who VERY rarely uses the doctor I find the hassle and inconvenience of actually seeing one far too great. Last summer I walked out at 9.20am as i had still not been seen for an 8.40am appt time. How can they run that late in only 40 minutes??? having said that, when my husband was really sick with pneumonia and pleurisy a couple of years ago they were brilliant and called more than once before and after he was in hospital to see how he was doing and check that he didn't need any more treatment.

[Sue]

If I have needed to see a doctor the same day I have always been able to get an appointment at DMC in Crystal Palace Road, however I agree that it is sometimes impossible to get through on the phone at 8am as they are permanently engaged.

I'm lucky that I only live round the corner so can just walk round at 8am, though I can see that if you don't work flexible hours that would be difficult.

The two weeks' waiting time for a non-urgent appointment does seem excessive, but then if it's not urgent I don't think it's too big a deal.

And you can also ask for a telephone appointment (although again not ideal if you work, unless you work from home, because of confidentiality issues).

ETA: I don't usually mind waiting beyond the time of my appointment because I know sometimes the GP may be dealing with an emergency. I would be annoyed if I thought the wait was avoidable, though.

[heber jumble queen]

There is still a PCT (until 2013), and problems getting an appointment with a GP can be reported to the NHS Southwark PALS team based in the PCT, who can try to resolve the issue by contacting the practice on your behalf - and report back to the primary care contracting team (or advise about making a formal complaint if that's what you want to do).

You should definately contact them and let them know about the problems you've had - it's certainly more likely to change things than commenting on NHS Choices - although you can do that too.

http://www.southwarkpct.nhs.uk/patient_information/patient_advice

[Health Involvement]

I've just posted this on another thread - but would reiterate the message above:

NHS Southwark PALS (Patient Advice & Liaison) Team would be able to help - more details at:

http://www.southwarkpct.nhs.uk/patient_information/patient_advice

You can call freephone 0800 587 7170 (9.30 - 12.30 and 2-4 weekdays) or [email protected]. They can either intervene to help you get an appointment more quickly - or can feedback your experience to the Primary Care Contracting Team (who performance manage GP surgeries). Even if you don't want to follow up with a complaint, our PALS team appreciate hearing feedback about services - so I would encourage you to get in touch.

Keri Lewis, Communications & Engagement

NHS Southwark

[Fuschia]

I forwarded a link to this discussion to DMC (I am part of their patient participation group) as i also find it impossible to get through in the mornings.

Their response was:

'Thank you for bringing this to my attention. I have forwarded this link onto my Operations Manager and have also spoken to one of the 'bloggers'.

We are planning to have an emergency trouble shooting meeting in order to try and find ways to resolve this problem as quickly and effectively as possible.'

[awilliams123]

Herroeeeey Wrote:

-------------------------------------------------------

> CPT DMC - I called at 8.15 this morning and was

> given various options for a doctor today.

>

> Took a midday appointment, was seen on time and I

> was the ONLY person in that waiting room at

> midday. Strange!!!

>

> I will usually get an appointment the day I call

> but often will wait up to 45 mins later than my

> actual appointment time once I'm there.

>

> Today was an unexpected pleasure.

I also have never had much of a problem getting an appointment for the same day if I call first thing in the morning. I do however, redial the phone continually until it's no longer engaged. I have an 11 month old so have had to make many many rush appointments over the past year. I have to say though that if you leave it longer than, say, 8:20am, you're likely not to get a slot.

[indiepanda]

I did manage to get seen today, but I was calling repeatedly from 8-8.25 to do so, I was rather surprised they actually could see me by the time they answered, by then it's usually a non starter.

[Fuschia]

DMc say they will put more staff on in the mornings to rr to improve things

[standswithfist]

I just called to get an appointment at DMC Crystal Palace Road and the earliest appointment given to me is Feb 6th. Shocking. She did advise to turn up at the surgery at 8am in the morning and that i would be given an appointment. That would mean taking a day off work. no can do. Terrible.

[SueOrr0103]

Not just appointments, I'm having issues just getting a doctor's reference for my Life Insurance application.

Zurich sent them the first request in Nov last year and have been following up every week since then. Y'day I called up and they still said that they cldn't tell me when they can send the reference.

Is this the acceptable level of service? Can the PCT help me with this?

[indiepanda]

SueOrr0103 - see this link to guidance from the BMA re medical reports.

http://www.bma.org.uk/employmentandcontracts/fees/insurecomp.jsp?page=2#.TyKdYW8U11c

The report should be returned to the insurer within 20 working days - sounds like DMC haven't met that target.

[Trish]

Earlier this week I started phoning at 7.59am and finally got through to someone at 8.40am. Needless to say all appointments had been taken. I end up having to use Seldoc.

[jennyh]

Im at DMC too and echo what the others say. I once asked them about it and they said only a small proportion of apps could be booked in advance and the majority were left open to same day booking, but only if you're lucky enough to get through first thing. Is everyone ringing constantly as I tend to press redial immediately after each engaged tone so have called around 45 times by the time it is answered :) not ideal with a baby hanging off you wanting breakfast! Usually get an appointment if persistent and only once or twice been told nothing was available. I actually had more troubles trying to book in for a particular clinic which I had to wait over a month for.

They have leaflets in reception about the patient participation group if anyone wants to join.

[Gidget]

Sounds like they have a very antiquated phone system. They should have a queuing system where you are told what position you are in. Even Melbourne Grove has this type.

[Fuschia]

They do, gidget

But once all available lines are being used, you get the engaged tone

[indiepanda]

I think the queue only runs to 5 people on hold at once - that's the position I am usually in when I finally get a ringing tone instead of an engaged tone.

I just think there are not enough appointments for the number of people wanting them, it's not the phone system or the number of people answering them that is the real issue

[ClaireClaire]

Like others, I struggle to get a same-day appointment with DMC Crystal Palace Road. I start calling at 8am and keep hitting redial, and by the time I get through all appointments are gone. When I tell the staff that the patient is a 2yo child, it makes no difference. Tough luck for me.

Today I had a very sick child who had to see a doctor pronto so I was taking no chances. Husband took a half-day's annual leave so that I could go down to the surgery myself for 8am to make an appointment. (Otherwise I would have to take sick child with me, not an option, too sick.)

I arrived at 7.45am and there were already 2 people waiting.

By 7.55 there were FOURTEEN people waiting.

The staff opened the doors at 8am promptly and began to deal with us (not answering the phones). I got a 9am appointment (phew). By the time I was leaving at 8.05, another 3 people had arrived to make appointments.

So this is why we can't get appointments by phoning at 8am!!!

Anyway, I thought I would share this info for others. Personally, I think I'm going to try to switch practice because this is ridiculous.

Claire

[Monkey]

May I suggest that if DMC started appointments earlier on in the day and also worked a bit harder on Saturdays, this could maybe help their patients get seen in good time.

[intexasatthe moment]

I'm afraid this is a general problem .

I'm with Forest Hill Rd .

I've had some ongoing infection/pain stuff during the last 2 months and on 3 ocassions have phoned only to be told that the next available appointment is 4 of 5 days away .

The walk in clinic at the Lister is good and apparently they also have one at New Cross which is " much less busy " .

Guess it's a busy time of year ,norovirus and all that .

Suppose we all need to lower our expectations .

Sigh ,off to swallow more painkillers .

[Growlybear]

intexasatthe moment Wrote:

-------------------------------------------------------

> I'm afraid this is a general problem .

> I'm with Forest Hill Rd .

> I've had some ongoing infection/pain stuff during

> the last 2 months and on 3 ocassions have phoned

> only to be told that the next available

> appointment is 4 of 5 days away .

> The walk in clinic at the Lister is good and

> apparently they also have one at New Cross which

> is " much less busy " .

> Guess it's a busy time of year ,norovirus and all

> that .

> Suppose we all need to lower our expectations .

> Sigh ,off to swallow more painkillers .

I'm really surprised to hear this about Forest Hill Road practice. I developed a serious health problem in November, and the practice has been absolutely brilliant with appointments. I've needed to see a doctor at very short notice four or five times since then, and every time I've been seen within a couple of hours. I;ve been so impressed by the way in which the reception staff have treated me, particularly the young man, who is so kind.

[Penguin68]

With Forest Hill I have only had that sort of wait to see a specific and named doctor (which isn't a surprise). I have seen 'any available' next day - current day for something which appears urgent.