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Difficulty Accessing Reasonable Adjustments at My GP

soboiceland

Hello,

I’m an autistic patient advocating for myself at my GP surgery and wanted to share some difficulties I’ve had with reasonable adjustments.

Some of my requests, like clear communication, interim support, or understanding what adjustments can be reliably provided, haven’t always been addressed. This has caused stress, confusion, and uncertainty.

For example:

  • I asked them not to use vague language. They said “we will try,” but trying isn’t enough when unclear communication harms me.

  • I asked them to clarify their written communication style. They asked why I needed clarification.

  • I requested interim measures to prevent risks. They asked why I needed them despite me explaining my concerns. I understand that full profiles or care plans may be best handled by specialists, but interim adjustments could help me access care safely.

  • When I struggled on the phone with a receptionist, I was told to terminate the call, which feels like a barrier.

If you’ve experienced similar barriers at your GP, how did you manage them or get support? If not, what advice would you give me?




Parents

  • Wanting clear communication and clarification shouldn't be questioned in my opinion. It's very easy to do and make their surgery more accessible. This sounds poor on the end of the GP practice. I'd be tempted to send them an email quoting some equality legislation and pointing out that they are legally obliged to make adjustments for someone with autism.

    The phone call is more difficult. The receptionist may have thought they were being helpful. I completely understand that they were not. If you'd continued to struggle, what could the receptionist have done that would be helpful? The phone is a barrier for me in many circumstances. I really wish there were more alternatives (that don't take 5-10 working days to get a response) to needing to sort things by phone.

    As for the interim measures, I really think it depends on what this means. There is absolutely a gap in support and it would make a great deal of difference to many individuals if there was support at a lower level. But I don't think GP surgeries have the funding to implement this. But you may be referring to something completely different than what I am thinking of.

  • in reply to Expecto_Patronum

    Thanks for your message. I agree that asking for clear communication and clarification should not be questioned. It reflects poorly on the GP practice, and I believe they are aware of this. I think this is why they avoid replying to certain questions in my emails, but avoidance only creates confusion.

    I have quoted equality legislation and met with my doctor face-to-face to discuss reasonable adjustments, but I was met with stress, abruptness, impatience, deflection, and dismissal. It was jarring considering I have experienced this individual being professional in previous interactions.

    In my medical record, it is noted that “I feel” the onus should be on them to suggest reasonable adjustments. According to my understanding, the Equality Act requires them to proactively anticipate my needs.

    With regards to the receptionist, every time I hear this person's voice, I hang up. I do not wish to deal with them at all. I do not have the same issue with the other receptionists. To answer your question, having patience, slowing their speech, and being cooperative would be helpful.

    When I asked the practice what “effective communication” means to them, they refused to share.

    When I asked for timeframes for how long it would take to reply to my emails, they declined to set any, stating that they decide what is urgent and a priority and that it depends on staffing.

    I believe they avoid promising reasonable adjustments to protect themselves from complaints. What do you think?

  • in reply to soboiceland

    I think it is poor that you were met with impatience and abruptness. If you were discussing reasonable adjustments that should have been an open conversation.

    Receptionists being aware of your communication needs also seems reasonable to me. 

    I guess what is effective communication could be ambiguous. What is effective to them may not be at all effective to you.

    I absolutely understand your need for timeframes. I am very similar in this. But I can see from a GP practice perspective that they may not always be able to commit to the same timeframe. They would be making themselves liable if they made a timeframe and then couldn't see it through. 

    The problem with reasonable adjustments is that what people see as reasonable varies. Your perspective of reasonable is clearly different to theirs. However, it sounds like they could be doing a much better job of liaising with you, explaining this to you and working out what could work for both sides.

    I'm not sure of the best avenue for this but it sounds like you need an impartial 3rd party to help you to sort this out.

  • in reply to soboiceland

    Yes I think you are likely right in that their avoidance is so they can't be held accountable. I wish you luck in resolving this issue.

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