A mum from Greenhithe said she has “been through hell” with her NHS doctors surgery after claiming she called “136 times” in one attempt to get an appointment.
Laura-Ellen Burton said she had what started off as a chest infection in October, and tried to get an appointment at Swanscombe Health Centre to be treated.
She was told she could get an appointment “half way through November” but explained that she was quite ill so this was no good.
Instead, the 27-year-old went to an urgent care centre in Gravesend and was given antibiotics.
Laura told the News Shopper: “The urgent care centre said if it doesn’t clear up to go back, and two to three weeks later I was still quite poorly.
“I tried to ring up my doctors (Swanscombe Health Centre) and then had to go in because I couldn’t get through to them.
“I explained the situation and they said I could have an appointment more than a week later.
“I told them this was no good and that I needed the appointment right then, but I couldn’t get one so I went to the urgent care centre again.”
Laura explained that following this, around a week before Christmas, her chest got so bad she was “struggling to breathe”.
She told Swanscombe Health Centre she needed to see someone urgently – but claims she was told they were “too busy” and that she should ring at 8am.
Laura, who has an underlying neurological health condition, says she clarified that she had rung at 8am, but that she was told there were no appointments then as well.
Laura said she called the health centre 136 times on December 13, another 32 times in a different instance on the same day, and 36 times on December 14.
A spokesperson for NHS Kent and Medway Clinical Commissioning Group (CCG) has since apologised for Laura’s experience, and reminded of the “huge increase in demand” for GPs across the country.
They added that they are “working with practices and partners to address the pressures”.
Laura explained: “I told the doctors that it’s not just a cold it’s been going on for weeks and I need to see a doctor but I couldn’t get an appointment.
“Instead, I had to go to A&E where I was told my chest X-rays and ECGs were fine but that it could be to do with my condition.
“I was given an inhaler, put on tablets and referred to the cardiac unit.
“This was on the Friday and I then got a call on the Tuesday or Wednesday after from Swanscombe Health Centre saying I needed an urgent appointment.
“I was like 'oh thanks, at last'.
“This really is an ongoing issue and everyone complains about it.”
Laura explained she has in one instance held on the phone for 2.5 hours to try and get through to the surgery – and put the problems down to too many people registered there that they “can’t cope”.
She added: “It’s ridiculous and I’ve put so many complaints in.
“I’ve been through hell with the surgery and it’s a constant battle with my medication.
“Everyone in Swanscombe and Greenhithe moans.
“It’s busy, which I understand, but there’s a limit and if you can’t deal with it don’t take on new patients.
“I don’t usually like to comment but I’ve had enough of the surgery being useless.”
According to the NHS Kent and Medway CCG, GP practices in the area carried out 556,487 face-to-face appointments and 352,250 telephone and online consultations in November.
The full statement from the CCG's spokesperson said: “We are sorry to hear of this patient’s experience.
“Like elsewhere in the country, GP practices in Kent and Medway are facing a huge increase in demand and we are working with practices and partners to address these pressures.
“Patients who need urgent help and who cannot get through to their usual practice can contact 111 online at 111.nhs.uk or on the phone.
“NHS 111 will direct you to the most appropriate service, such as an urgent treatment centre.”
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