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Awful Service

Story from nhs.uk

"Awful Service "

About: Sandy Lane Surgery

As a carer for my elderly Mother who has Dementia, I find this surgery particularly difficult to get appointments with. I called in yesterday and was told to ring the following day to get an appointment, I was advised to ring after lunch when it was quieter. Having just spent 13 minutes and 15 seconds on hold I can only imagine how patients who do not have family to take care of these things feel! I asked the receptionist if there was any way of contacting them online to make appointments to be told "no" everyone uses the telephone.......I wonder how many disgruntled patients they have. Thankfully, this is not my surgery!

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Responses

Response from Sandy Lane Surgery last month
Sandy Lane Surgery

Submitted on 21/03/2024 at 10:29
Published on nhs.uk at 10:29

Good morning

We are sorry to read that you experienced difficulty when trying to obtain an appointment for your mother.

We would very much like to be able to investigate this further. The practice has recently changed the way in which we book appointments and it is rare that we would ever need to ask a patient to call back on another day to book. We also have some new staff that are still in training and this may be a training need that we have not identified. Unfortunately, we are unable to explore your experience further without your or your mothers details.

We would be most grateful if you could please contact the practice to discuss this further in order that we can prevent this from happening again in the future.

Many thanks

Sandy Lane Surgery

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