(edit title) Where do I complain about Vårdcentral Very unhelpful doctor Options

[Savysachi]

Hello folks,

Pardon me if I am bit abusive here, I will try not to.

Our son (1.5 year old) has cold/runny nose for about 12 days now, with fever during the weekend. We gave Nezeril to dry up the nose and Alvedon as and when he needed. Yesterday, evening /night, he cried non-stop for 6 hours before throwing up and sleeping out of getting tired of crying. I talked to Vårdguiden in the middle of the night and very helpful nurse told me to take care of him during the night but made sure to tell me to see the doctor next morning.

Today, I called up local Vårdcentral (Flemingsberg vårdcentral) to fix and appointment. I was told that the appointment was at 4.30PM. I reached by 4.25 PM or so and the doctor standing at the reception goes, you are late as the system says, the appointment was at 4.15PM. I told him that I was told that the apoointment is at 4.30 but he keeps saying that I am late and it was actually 4.15. He keeps repeating the same thing over and over. He also calls attendent, if she booked an appointment at 4.15 or 4.30, of course, she goes 4.15

Now, he offers me an alternative to go to Akut but my son isn't showing any akut symptoms so why the f&%¤ I should go to Akut? Extremely unhelpful fella. Honestly, for the moment, I felt super pity that he is a doctor, just because he advises me to go to Akut (and he knows what condition my son has)

Here, the issue is debatable if the appointment is at 4.15 or 4.30 and it not helpful to argue on it as nobody has proof, unless Vårdcentral records their calls. I am extremely annoyed at the way, the doctor 'helped' me and thats exactly what I want to report. I was so mad that I didn't even ask his name (but for those who use this vårdcentral, this is middle eastern looking guy, age 45+, with some defect in one of his eye)

When I went back to ask another lady at the reception, who do I complain, she hands me over small note about Jourmottagningen (I expected the doctor to hand me over this, right when he said that I 'missed' my appointment.

If there is no way, I can complain, please let me know, where I can leave a 'good' review about this Vårdcentral.

Many thanks for the advice/suggestion and any other help.

[Tim Harrison]

Each landsting has a complaint number/web site, so check that out. Better to do it in writing than over the phone.

FYI, Since you "missed" your son's appointment, you might have to pay a 100 kr fee.
(Might be a different amount, if the fee is not the same price nationwide)

[cab]

Hi and sorry to hear another situation like this.
Next time, jump on a ryanair flight and seek medical in another country.
Service and treatment will be much better ; I have zero faith in the system after many years living here.
Hope your son is ok !!

[Puffin]

I understand that you are very annoyed as it seems as though someone made an error and it may be the fault of neither of you - the person on the phone may have typed it in wrong. What did you expect hime to do?You don't know what his situation is
- perhaps he has to get to dagis/fritids before it closes
- perhaps he is off to a shift at another hospital/VC
- perhaps he has just had a really long/sh*tty day as health care has been described as "the wild west" in recent days in the national press as 1000s of people are coming to VCs and they just cannot cope

I'm just totally amazed that you can get a same day appointment at your vårdcentralen what a fantastic service you get. When my daughter who has asthma was sick last winter with fever, joint pain, breathing difficulties and extreme weakness could not get a same MONTH appointment - we had to first queue for 5 days to get a telephone appointment - it was then determined that she needed a doctors appointment and the waiting time for that was over 2½ weeks - In the end before her appointment came up she ended up at the acute unit attached to a cardiac monitor as her heart was racing at 110 - the diagnosis a rare secondary form of asthma.

At my VC I have never heard of anyone getting a same day appointment - we always have to make the 100km round trip to the acute unit

[Savysachi]

Thankfully, one lady there, who could not speak english gave me an address for Jourmottagningen (I had no clue what this was till an hour ago) I visited this place in person and got an appointment immediately. Just back to learn that my suspicion was right and he has ear inflammation. The doctor has prescribed some medicine. BTW, It took only 5 minutes to diagnose and write the prescription.

Frankly, I don't care about the fee, what more important here is, the doctor failed to offer us an alternative. He could have offered me address for Jourmottagningen instead of repeating that I missed an appointment. Failed to do his job professionally.

Anyways, I was suggested to write to the head of this vårdcentral, which I will do and also write them an email. Lets see how it goes. I would not have got mad, if he would be polite and would have offered me some sensible alternatives (and frankly, telling me that I missed my appointment was NOT his job but the attendent's.)

@ Puffin,
We never get same day appointment. As and when we call, most of the time, advice is to wait and watch. I agree that I don't know his situation as you mentioned but all I expected, whoever is at fault, tell me politely (instead of being arrogant) and offer me sensible alternatives as mentioned before. When I confronted him (of course, I was mad), he tells me, its not his job. If so, why on the earth is he telling me that I missed my appointment? Isn't there attendant paid to do this job?

I welcome suggestions and comments, please pour them in. I will follow this up as much as I can and WILL post the results here, if at all the things move forward.

[Savysachi]

@ Puffin,

Really sorry to hear about your daughter. I know exactly what you went through. I was almost in your shoe last night. Honestly, sometimes I feel like saying, Free Healthcare - thanks but No thanks.

[IND]

I am quite sure that many of us have our diverse experiences of health care in this country...here is one of my expereince:

Few years back I went to a skin doctor and she gave me no good help with the problem I had and took it very lightly. But she provided me a 15 mins long lecture on how important it is that I speak Swedish... the fact was that the doctor who wasn't Swedish, couldn't understand/speak English and besides my request while booking the time the hospital had missed to arrange an English speaking doctor or a translator for her.

After the visit I felt very low and thought of complaining, but the day to day things took priority and I never managed to file a complaint.

[Furu]

The Vardcentral also has a senior person who handles complaints.

[Rick Methven]

Reading this thread and the problems some people have with the VC and getting to see a Doctor, I am glad that I am registered with the Vårdcentral that I have.

I have never had any problem in the 7 years getting a same day appointment. Phone the VC between 8 and 9, get a return call between 9 & 10. I usually get to see a Doctor within 2-4 hours. It may not be my own doctor, but I do get treatment. Last year, an ear infection went bad and from being slightly deaf in one ear, I became 90% deaf in both ears. I got an appointment within 2 hours, and after checking me out, my doctor phoned the hospital and said that she was sending me around for an Xray and nasal wash at the ENT clinic. By lunch time I was fixed and with the anti-biotics prescribed, was fine in about a week.

I know from friends, that all the local VC are not as good, but mine is. My Doctor often gets the 'Dagens Rose' in the local paper

There is also a medical ombudsman that deals with complaints. I used it a couple of years ago when the Hospital was refusing to give me a date to have the pins(put in my hip after i broke it) removed. after telling the ombudsman about all the delays and non-communication from the hospital, I got got the pins removed three weeks later in another hospital.

[plopp]

I never have problems getting an appointment.. can get one same day or one or two days later at the most and the doctors have been friendly and professional.

...IND.. don't think you can really complain about them not providing an english speaking doctor or translator... this is Sweden and the language here is... surprise surprise.. Swedish!

[Princess P]

Our health authority sends out a regular news sheet. I remember reading in it that non Swedish speakers have the right to have a translator (or doctor who speaks the same language) at their appointments. If they say it is needed when they book the appointment then the care provider MUST do this.

I've never had a problem in this respect. I'm at the hospital several times a week with my daughter at the moment and there is always a translator when needed even though I have never requested one. I guess the doctor has the right to have one too.

[plopp]

Well that's me told...

... but to be fair, people should maybe be grateful that this service is available at all (albeit that is doesn't always work)

[Kaethar]

It's amazing how many horror stories expats come up with. I've lived in different parts of Sweden most of my life and I've never had problems. So either it's a culture clash or I'm simply missing all the action.

The OP's problem sounds like a culture clash for sure. In Sweden you must never come late to an appointment. No ifs or buts. You would normally have been fined so I think the doctor was being nice to you since you came late because of a misunderstanding. I would never ask the doctor where I should go next either since it's not their job to keep track of other non-specialist medical institutions. I would have gone to the receptionist to ask since they would know where to go (and if they didn't, they have computers to check where you should go). You are free to report but I wouldn't expect too much if I were you since I, as a Swede, don't see anything outrageous about this story. You can report him for advising you to go to akut though, since he was obviously doing that to get rid of you.

But she provided me a 15 mins long lecture on how important it is that I speak Swedish... the fact was that the doctor who wasn't Swedish, couldn't understand/speak En ... (show full quote)

But she provided me a 15 mins long lecture on how important it is that I speak Swedish... the fact was that the doctor who wasn't Swedish, couldn't understand/speak English and besides my request while booking the time the hospital had missed to arrange an English speaking doctor or a translator for her. ... (hide full quote)

So you DID request a translator whilst booking? Because if you didn't you'd hardly have grounds for complaint... But if you did and they made a note of that you have the right to complain, of course.

[Rick Methven]

Kaethar,

I think that some of the ex-pats have not learnt the way the system works here. If you learn how the system works and follow the procedure ( like being on time for appointments) it works very well.

I am a type II diabetic and find that the treatment that I get here is far superior to that I received in the U.K. from both my Doctor and the diabetic nurses etc.

When I first arrived here, I just registered with my nearest Vårdcentral, which turned out to be very good. Three years later, when I moved to the suburbs, I was advised by a friend, not to change to the local Vårdcentral as things like blood tests took longer and the facilities where not quite as good.

[Oskarsmamma]

I never have problems getting an appointment.. can get one same day or one or two days later at the most and the doctors have been friendly and professional....IND.. don't ... (show full quote)

I never have problems getting an appointment.. can get one same day or one or two days later at the most and the doctors have been friendly and professional.

...IND.. don't think you can really complain about them not providing an english speaking doctor or translator... this is Sweden and the language here is... surprise surprise.. Swedish! ... (hide full quote)

Yes you can. Translator help should according to all kommuns in Sweden be provided for if asked by patient (or Doctor for that matter). Not everyone who goes to VC has been here long enough to speak Swedish and many do not have English as a second language to use either.

Back to VC - sorry to hear that you are having problems. Would continue with the complaint as would be interesting to see if there have been any other complaints made of this doctor - if so, I would hope that the local landstinget would do something about it - if not and its an isolated incident - perhaps the guy was justhaving a really bad day - I work in the hospital near to me as undersköterska so know that some days can be really bad and that naturally affects everyone.

Still, absolutely no need for rudeness. The doc in question could have asked you to wait until he had seen the other patients or if that was too long, to advice you to go to akut (if your child is ill its no biggie to do so regardless of whether or not you should have to) or to make another appointment.

My VC is pretty good so I guess I am lucky. Call the doctor direct for appt. and am normally seen within 2-3 days unless she feels I need to be seen sooner and in that case she slots me in at end of the day.

I hope you get it sorted anyway