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Care Opinion

being able to make an appointment

Posted By geminiqj78

"being able to make an appointment"

About: General Practices in Shetland

(as a service user),

The online booking system for our GP Practice is currently not being used so you are asked to call the practice.  The options are really not clear for making an appointment with a GP or ANP.  There is a specific choice for Practice Nurse or HCSW so I assumed I was missing the option and listened to the list 3 times before deciding I should use option 6 for general enquiries.  I got though after a wait in a queue to be told I should have gone through option 4 for practice nurses and HCSWs which I knew wasn't who I was needing to book an appointment with.  The receptionist was very nice and said that they knew it is very confusing.  She transferred me to the phone line for option 4 which resulted in another lengthy wait in a queue before I was able to speak to someone.

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Responses

Response from Katherine Cripps, Feedback and Complaints Officer, Corporate Services, NHS Shetland 10 months ago
Katherine Cripps
Feedback and Complaints Officer, Corporate Services,
NHS Shetland

Submitted on 04/07/2023 at 16:22
Published on Care Opinion on 05/07/2023 at 08:41

Dear geminiqj78,

Thank you for raising this issue and I am sorry the telephone options were not clear when you called. I can understand your frustration with this.

Unfortunately we are unable to change the message on the phone directly, however, contact has been made with BT who provide this service, and they will change the message to make the options more clear.

Thank you for bringing this to our attention and I hope this matter is resolved shortly.

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