What to do if you can’t get through to your GP

If you’ve been struggling to get through to your GP, you’re not alone. Many readers have shared their frustration with lengthy call waiting times and booking same-day appointments. One reader told us she waited 50 minutes in a telephone queue, only to be cut off before speaking with anyone.

Experiences like this can be frustrating, but it’s important that you persist and get the help you need. If you have a health concern and can’t get an appointment with your GP, here are some other ways to get medical help.

Register for GP online services

If you can’t get an appointment with your GP by phone, you might get a quicker response by submitting your query online. Most GP practices offer a website or app where you can request appointments, submit questions, or order prescriptions. Visit your GP’s website to find out what online services your surgery offers, and to get started.

Try to be clear and descriptive when filling in an online consultation form. Say how urgent your issue is and if you need a face-to-face appointment. Be specific if there is something that you are worried about. This will help your doctor to prioritise your request and respond accordingly.

Can I insist on seeing my GP face to face?

It’s no secret that the NHS is struggling not only to provide timely specialist appointments for people with heart and circulatory conditions, but also to make sure everyone can see their GP in good time. With health services under strain, it’s more important than ever that you know how to still access care and that you can see your GP face to face when you need to.

There has been a big increase in demand for GP services in recent years, while the workforce has shrunk. But if you need to be seen about your heart condition, you should let your GP know without delay.

One of the ways of dealing with the increased demand is to offer different appointment types, including telephone slots, video consultations or sometimes online interactions. Some people find these options convenient. It may mean you can be seen sooner, and GPs will sometimes follow up with an in-person appointment if they think that’s necessary. It’s worth remembering that despite incredibly high demand, two thirds of GP appointments are still being delivered face to face.

Do bear in mind that there may be other healthcare professionals in the surgery who are well placed to help. For example, heart failure nurses, or clinical pharmacists who can advise you on medications.

If you feel you need to see your GP in person, let the receptionist know when you call to make an appointment. Or if you go online to request an appointment, state that you’d prefer to be seen face to face.

If a telephone appointment is the only timely option, it's a good idea to accept it, bearing in mind that the receptionists can only work with the appointments that are available. You can ask the receptionist to include on the booking appointment notes that your preference was for an in-person appointment. Then when you speak to the doctor you can let them know early in the conversation that you prefer to be seen in the surgery and explain why. That way you can work in partnership with your GP to get appropriate care.

When to call NHS 111

If you have an urgent medical issue and you’re not sure what to do, call 111 or visit NHS 111 online. NHS 111 is available 24 hours a day, seven days a week.

A trained adviser can give you advice or connect you to a nurse, doctor, pharmacist, paramedic, or dentist. Half the people who call 111 are referred to a healthcare professional for further help.

NHS 111 can also book you an appointment at an urgent treatment centre, A&E department or can send an ambulance.

• Get more information about NHS 111 and when to call.

When to see a pharmacist

You should see a pharmacist when you have a minor illness or questions about your medication. Pharmacists are qualified specialists, who can advise on a range of common illnesses and help assess whether your health issue requires further medical help. Most pharmacies have a consultation room where you can talk in private.

Call the BHF Heart Helpline

For non-urgent questions about a heart or circulatory condition, you can email or call our Heart Helpline.

Our cardiac nurses are available weekdays from 9am to 5pm, and are ready to answer questions about your medication, recovering after surgery and managing your condition or recent diagnosis. But they won’t be able to provide a diagnosis of your symptoms or make changes to your medication.

What to do in an emergency

In an emergency, call 999 immediately. Tell the operator your symptoms, and tell them if you think you might be having a heart attack or stroke. These symptoms include:

• Sudden pain or discomfort in your chest that doesn’t go away
• Pain that spreads to your right or left arm, neck, jaw, back or stomach
• Feeling sick, sweaty or short of breath for no reason
• Facial weakness, or difficulty speaking

It’s better to wait for an ambulance rather than taking yourself to A&E, as the paramedics can start helping you as soon as they arrive, and can let the hospital know you’re coming. You may have read reports of long waits for ambulances. Despite this, it's still better to call 999 first rather than just going straight to hospital. If the 999 call handler thinks that you should do something different rather than wait for an ambulance, they will be able to tell you.

If your condition is serious but you don’t need an ambulance, going to A&E might be the right approach. If you’re unsure, call 111 for advice on what to do.

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