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Poor booking system

Story from nhs.uk

"Poor booking system"

About: The Pinn Medical Centre

pre covid Pinner medical offered a walk in service and telephone booking service. Since covid I have found the staff extremely unhelpful for appointments than cannot be preplanned weeks in advance on one occasion they refused me an appointment and told me to go to a&e even for a doctors note. I then proceeded to call 111 who made the GP book me an appointment a waste of everyone’s time. having to book an appointment via patches is extremely limited if you don’t log on at 8am on the dot it will say they cannot help you today and to come back tomorrow this has happened to me at 8.05 before. This system needs to be scrapped unless it will be open for the full working hours of the surgery. I struggle to believe appointments are all gone by 8.05 it seems like secretaries just want to keep their admin to a minimal time period per day.

Such a shame as previously had a great service before covid.

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Responses

Response from The Pinn Medical Centre 2 years ago
The Pinn Medical Centre

Submitted on 17/04/2023 at 09:42
Published on nhs.uk at 19:26

Dear Patient

Thank you for your feedback on our service you received from The Pinn Medical Centre. We are sorry that you are finding it difficult to get an appointment to see a doctor at the Pinn Medical Centre. On average we handle over 4000 calls every week at the surgery. Whilst we do understand how frustrating it must be to get access to your GP you may be interested to know that The Pinn provides 1440 appointments per week which is the number recommended by the BMA for a practice its size. In addition, it provides 627 GP Access Centre appointments per week. It is also unfortunate that every week we have an average of 60 patients who do not attend their appointments – these are appointments that could have been used by another patient. We are sorry that you felt our service did not meet with your expectations. Our intention is only to help patients in the most pleasant and efficient way we can. We have reflected on your comments and have shared your thoughts with our management team.

Please feel free to contact us at The Pinn Medical Centre at pinn.mc@nhs.net to discuss the concerns you have raised.

We are an “Outstanding” rated practice by the CQC.

We have also recently been rated one of the top practices in Harrow for providing face to face appointments at a national level. https://www.dailymail.co.uk/health/article-11674249/How-bad-GP-definitive-guide-UKs-NHS-practices.html

Kind regards

Patient Liaison Officer at The Pinn Medical Centre.

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