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Impossible to get through and book an appointment

Story from nhs.uk

"Impossible to get through and book an appointment "

About: Churchill Medical Centre

I have tried to make an appointment since last year. I haven’t been referred to a specialist as the GP claimed there was no justification for a referral. This was over the phone consultation.

So my symptoms deteriorated significantly and while I was visiting a family member abroad, I was rushed to hospital abroad to have a paid treatment there. This was very stressful. Unfortunately, I resumed my trials to make an appointment this year. So far it has been absolutely impossible. I’m usually 35+ in the waiting list when I call, and the e-consult has been off since beginning of March.

I called 111 but they can’t order my blood tests.

I thought someone in the practice could give me reasonable advice if I speak to them in person. I went there on Thursday afternoon but the Easter mood had already caught them. I wasn’t able to receive any helpful info.

Actually the advice was to take an annual leave and wait there for an appointment. This is unbelievable.

I’m looking for recommendations for a better and efficient practice near my area.

I’m very worried for my health.

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Responses

Response from Churchill Medical Centre about a year and a half ago
Churchill Medical Centre

Submitted on 03/04/2024 at 15:53
Published on nhs.uk at 15:53

Dear Patient,

Thank you for your feedback. I'm sorry to hear that you are dissatisfied with the service provided from our practice.

I understand how frustrating it can be to experience long wait times on the phone, especially during peak hours like 8 am when we receive a high volume of calls.

We have recently implemented changes to our appointment system, and as a result, we now have a significant number of pre-bookable appointments available. This means that you may not necessarily need to call at 8 am to secure an appointment.

Regarding your mention of e-consults, please note that while they are available daily, they may close early depending on the availability of appointments for that day. This is to ensure that we can accommodate patients who contact us through other channels.

If you could kindly contact our practice on 020 8430 7020 and ask for me directly, I will be more than happy to assist you.

Your satisfaction and wellbeing are important to us and we are committed to providing you with the best possible care and support. I look forward to assisting you further.

Kind Regards

Samiya Vahora

Assistant Practice Manager

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