"Denied same day appointment"

About: General practices in Forth Valley

(as a service user),

I contacted the practice due to serious concerns about my right knee and seeking same day appointment with GP. In November I had surgery to repair cartilage and meniscus tendon with excellent recovery except nerve damage occurred and I have no feeling in knee. My knee has suddenly become very swollen with a burning on outer aspect and pain on inner aspect. It has had some bruising but I have no feeling to touch. The burning feeling is going down my leg into my calf and ankle. Last year I had a DVT and was on anti coagulant injections post op for 2 weeks due to this.

When I called the surgery I was told call would be triaged. I was called by a member of staff who initially only gave their 1st name but when I asked stated they were a senior member of staff. They asked me to send photos, I said I could not. How can I sent photos of a sensation? Yes, it might have shown swelling, but nothing else. They said they would go back to team and someone would call.

Another call from a person who failed to properly identify themselves. This time it was a nurse saying I asked for call back and I said I asked for appointment. When I tried to explain they wanted to do a referral straight away to physio. I declined saying a physio could not diagnose these symptoms especially post surgery. They said they could but I said I wanted to see GP. So reluctantly I was given an appointment in a week's time!

I said if it got any worse I'd need to go to A&E if couldn't see a GP, and was told that was up to me. I thought the correct procedure was to see a GP , not for GP surgery to refuse an appointment stating they don't do same day appointments and tell you it's up to you if you go to put extra pressure on stretched A&E department.

In my view, this is just unacceptable. I have no idea what's gone wrong with my knee, I can't feel it so don't know if it's injured, I don't even know if there may be the potential of a clot but the GP practice thinks it's okay to wait a week to see a GP. Don't you just despair asking for help at all. 

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Responses

Response from Caroline Logan, Person Centred Co-ordinator, Nursing, NHS Forth Valley last week
Caroline Logan
Person Centred Co-ordinator, Nursing,
NHS Forth Valley
Submitted on 07/03/2025 at 10:03
Published on Care Opinion at 10:03


Dear Amity-Rose

Thank you for sharing with us your experience at your GP Practice and I acknowledge your disappointment and frustration regarding your interaction with the practice.

It is always difficult to read when services do not meet the expectations of our patients and I am sure the practice would like to discuss your concerns with you. To enable me to share your story with the practice, I would be grateful if you could advise me which practice you are registered with and provide me with your contact details. You can contact me on 01324 566162 or alternatively by e-mail caroline.logan@nhs.scot.

I hope this is helpful and look forward to hearing from you.

Kind Regards

Caroline

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