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Care Opinion

Difficult booking process

Posted By controllerbs63

"Difficult booking process"

About: Barton House Group Practice

(as a service user),

I phoned to book a nurses appointment only to be told I can’t book them over the phone and should go to the surgery. I’m disabled and can’t walk far and this is difficult.

The Receptionist sent an email to the nurses asking them to get back to me. They didn’t. Three days later someone rang me from the practice about another matter and I asked them if they could book the nurse for me and they said yes.

After my appointment I asked the Receptionist how to book a nurses appointment and the rigmarole was so long and baffling I still have no idea how to do it. The old system of booking was terrible but this one is worse. You have to go to your medical history and fill out a long form to get an appointment two days later if you’re lucky whereas on the phone they look you up and automatically know about your history and give you a choice of appointment times. This new system closes at 4:00pm too. What about old people who can’t use the internet?

I don't believe this been thought through properly.

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Responses

Response from Vytautas Kazinavicius, Medical Administrator, Admin, Barton House Group Practice 10 months ago
Vytautas Kazinavicius
Medical Administrator, Admin,
Barton House Group Practice

Submitted on 24/07/2023 at 12:30
Published on Care Opinion at 12:30

Thank you for sharing your feedback about your recent experience with our appointment booking system. We apologize for any inconvenience and difficulty you encountered during the process.

We understand that there might have been some miscommunication regarding the appointment booking. Please note that all appointment booking inquiries must be processed by filling out the online form, whether by calling the surgery number, completing the form yourself, or seeking the receptionist's assistance in filling it out. There should have been no reason for you to be told to come to the surgery for this purpose, and we apologize for any confusion that led you to come in, especially considering your mobility challenges. Nevertheless, we will address these concerns internally to ensure this doesn't happen again.

Regarding the delay in getting a response from the nurses and the complexity of the new system, your concerns have not gone unnoticed. We are actively reviewing our appointment booking process to find ways to improve accessibility and user-friendliness while also ensuring compliance with the NHS England's online form filing requirement.

Our aim is to create a system that is more convenient for all patients, regardless of their technological familiarity. We value your experience with us, and we will work diligently to ensure that our booking process becomes more streamlined and accessible to everyone.

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