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Inaccessible, Unavailable, Unreachable!

Story from nhs.uk

"Inaccessible, Unavailable, Unreachable!"

About: Bethesda Medical Centre

Weeks and weeks of calling and being cut off in the queue after hanging on for hours. Does not matter if you call at 1 second passed 08:30 or later in the day, the phone queue will be in double digits!

Patient Access service does not allow appointments to be booked on-line; constant message saying you have booked the maximum number of requests - although no booking requests have been made!?

You do get the odd text from them asking for you to arrange a routine review, but again, why bother, you will not get through (or at the best spend days trying!).

I've been informed by other unfortunates that are 'serviced' by Bethesda that the only way is to turn up at 8am (or 7am on a Friday) and queue to ask the receptionists for an appointment! But, be prepared to wait several weeks for your GP!

Not sure why I'm wasting any more time on this review, I doubt there will be any response!

If you are reading this and the others below / above, which are in the same vein, please, please for the sake of your health consider finding another GP Practice, that is what I'm off to do.

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Responses

Response from Bethesda Medical Centre nearly 2 years ago
Bethesda Medical Centre

Submitted on 07/08/2023 at 11:14
Published on nhs.uk on 08/08/2023 at 22:26

Dear Patient

I was very sorry to receive your email detailing your unhappiness with the service provided at the Surgery, particularly in regard to access to appointments.

We are aware of the problems with our telephone software and we are migrating to a new system from 24th August which will give our patients the ability to have a call back rather than wait in a queue.

Unfortunately with regard to on-line booking we are aware of the difficulties our patients are having. We have recently changed our appointments system and there has been teething problems with getting the on-line appointment booking system working but we are working on this and hopefully this will be available to our patients soon.

I would like to apologise to you and the rest of our patients for the inconvenience that they have suffered.

Best wishes

Rachael

Practice Manager

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