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Very poor practice

Story from nhs.uk

"Very poor practice"

About: Thorkhill Surgery

Receptionist badly needs training on how to communicate with their patients. You never get an appointment when you call. They tell you to call at 8:30 am and make you wait 10 min to tell you all their appointments has gone. They ask you to call back at 2:30pm. When you call back the same process of waiting then you are told no appointment left and to call back tomorrow. When you try to book an appointment for a next day or week, they will tell you can't book appointment in advance.

I wonder if this review will make any difference too as other reviews seems to be ignored.

Very disappointed with this local GP and Staff.

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Responses

Response from Thorkhill Surgery last month
Thorkhill Surgery

Submitted on 28/03/2024 at 10:58
Published on nhs.uk at 10:58

Dear Patient,

We appreciate your feedback and have taken your concerns into consideration. We wanted to inform you of an important update regarding our services. In accordance with NHS England guidelines, our surgery will be transitioning to a full online triaging system in the coming months. This means that we will no longer be scheduling appointments over the phone.

Instead, all requests, including prescriptions, will need to be submitted via the NHS app or online using our website. We believe that this change will improve the efficiency of our services and allow us to better meet our patient's healthcare needs.

We understand that this may be a new process for some of our patients, but we're here to support every step of the way. Our online system and the NHS App are user-friendly and convenient. For those patient’s who don't have access to smart phones or PC’s our team will be able to assist with submitting a form if needed.

If you have any questions or concerns about this transition, please don't hesitate to contact us.

Thank you for your understanding and cooperation as we work to provide you with the best possible care.

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