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no appointments

Story from nhs.uk

"no appointments"

About: Montpelier Health Centre

Even during coronavirus I could get an appointment, but not now. Now they send us online which never works when I come home at 4pm "Your practice isn’t accepting online requests right now", and I am not going to take time off from work to try to fill the online form at 8 am like woman on the phone said. On their website you can find info about appointments in advance with the link, which shows you log in into Patient access - which has never any appointments there or I am just unlucky. As I am not going to fight with these people for my rights to get the appointment without nerves and even NHS which I contacted doesn't want to help to improve this booking system, saying "NHS England does not control the booking/phone system", it's time to move on and find another practice. I was trying to get appointment in another place online and it worked without any problem even at 5pm.

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Responses

Response from Montpelier Health Centre 8 months ago
Montpelier Health Centre

Submitted on 14/08/2023 at 15:20
Published on nhs.uk at 17:06

Dear Lin

We understand the frustrations that you have experienced in booking your appointments and the difficulties in contacting the surgery. Our econsult system is usually available Monday-Friday and closes at 5pm daily overnight and reopens at 8am each weekday morning. It is closed over the weekend. The practice, along with others, took the decision to do this to be able to process econsults promptly each day. The system also automatically closes each day once 50 submissions have been received.

We are awaiting further guidance regarding the reintroduction of Patient Access which ceased to be available during the Covid pandemic.

Patients are still able to book routine appointments (either for telephone or face-to-face - same day or routine) by telephone or in person each day. These appointments are available from 8.00am every morning, but as you can imagine they are booked up very quickly.

We are looking forward to a new and very much improved telephony service being installed at the practice later within the next couple of months and we hope very much that this will ensure that we can offer an efficient service to our patients moving forward.

Please contact Caroline Hawkins, Patient Services Manager, on: bnssg.mhccomplaints@nhs.net

if you continue to experience difficulties.

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