The Jenner Practice
A
Anonymouse one month ago
Bad
🔒
This review has been adjusted to remove or generalise content that may include personal data, clinical details, or potentially defamatory statements in line with GDPR, NHS governance guidance, and safe publication standards.
The GP practice may still view the original submission.
My GP began the consultation by asking whether I would mind him using an AI programme to conduct the appointment. I was shocked by this suggestion, as I had gone through considerable difficulty simply to speak to a human being about my health. Rather than showing understanding, the doctor appeared slightly amused by my reaction. During the consultation, I became extremely distressed and began self-harming. Despite this, the doctor remained silent for approximately a minute before eventually ending the call. Afterwards, I received a message stating, "Sorry we didn't finish our call." I found this deeply misleading, as it failed to reflect what had actually happened or the seriousness of my situation. I was also given no meaningful opportunity to challenge this account. I am disabled and have struggled with serious health difficulties for many years. After spending hours navigating automated systems just to reach a GP, I expected compassion, understanding and professional support. Instead, I felt dismissed, abandoned and completely unheard. What concerns me most is the apparent lack of accountability. Patients experiencing severe mental health crises should not be left feeling that technology is being prioritised over human care. AI may have a role in supporting healthcare professionals, but it should never replace genuine communication, empathy or a doctor's responsibility to recognise and respond to someone in distress. This experience has severely damaged my trust in the healthcare system. I have spent years seeking help, only to repeatedly feel that my concerns are minimised and my experiences dismissed. Being made to feel like a burden when asking for medical assistance is devastating, particularly when already struggling with a disability and serious mental health difficulties. Doctors have a duty of care to their patients, especially those who are vulnerable or experiencing a crisis. I believe the way this consultation was handled fell far below the standard of care I should reasonably expect. I am deeply disappointed, distressed and concerned about how vulnerable patients are treated. Nobody seeking help should be left feeling abandoned, particularly during a mental health emergency. I sincerely hope this incident is investigated and that meaningful steps are taken to ensure other patients do not experience the same treatment.
H M.