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Impossible to get appointment poor quality of care

Story from nhs.uk

"Impossible to get appointment poor quality of care"

About: Harvey Group Practice

Trying for weeks to get appointment and then complete new online form which says to contact doctor 20 minutes waiting as second in queue and have to get receptionist to complete form and the received text to say child will have a call nearly 80 hours later.

Online form said it was urgent but child left in pain for a third week as surgery can't be bothered to call to make appointment.

So I will get a call at end of week to get face to face and then get a referral.

I don't bother calling Harvey group I call 111 and get appointment at urgent care as service is so shocking.

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Responses

Response from Harvey Group Practice 2 months ago
Harvey Group Practice

Submitted on 06/03/2024 at 06:42
Published on nhs.uk at 06:42

Dear Patient,

I express my sincere apologies for the frustrating experience you encountered while trying to schedule an appointment.

I understand the urgency of your situation and the pain your child has been experiencing. It is unacceptable that you faced significant delays and inconveniences in accessing our services.

I apologise for the long wait times you experienced both on the phone and online. We are continuously working on improving our new appointment scheduling processes to ensure smoother and more efficient service delivery. Additionally, we are always reviewing our online forms to make them more user-friendly and effective in capturing urgent cases promptly.

Regarding the delay in receiving a call back for an appointment, I understand the frustration this caused, especially when your child was in pain. Our goal is to provide timely care to all our patients, and I am truly sorry for the delay you experienced.

Please be assured that we are committed to improving our services and ensuring that every patient receives the care and attention they deserve. Your feedback helps us identify areas for improvement, and I thank you for bringing your concerns to our attention.

I would be happy to look into this further if you wish to contact the surgery on 01727 831888.

Kind Regards

Rochelle Larter

Practice Business Manager

Harvey Group Practice

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