"Terrible service"

Dear Mr Lacey

Thank you for your response. We have had a face to face discussion regarding your concerns, and we have discussed the unprecedented demand at the practice and in the NHS at the moment. I recall that we did provide you with an appointment on the day in question, which you attended and were very grateful for I also provided you with various options for accessing GP appointments, which I will list again now:

Our telephone lines can be at full capacity during peak times. We are actively encouraging patients to use the NHS App, where you can book/cancel GP appointments and order repeat prescriptions. Face to face and telephone GP appointments are released throughout the day, and some are bookable in advance. Using the NHS App is more flexible for patients, as you can log on at any time. Any available appointments at the time will be displayed. You also have the option to book appointments in advance at our extended access hub based at College Green Surgery. These appointments can be for telephone or face to face consultations. The appointments have to be booked by our receptionists, so it is advisable to contact reception at quieter times during the day to book an appointment in advance at College Green. The appointments are held between 6.30-8pm Monday to Friday, and 9-5pm on Saturday. Another option to access GP services is to download the LIVI App. LIVI provide video GP consultations, and the doctors have access to your records (with your consent) which enables them to write prescriptions and create referral letters if needed. Of course, you still have the option to attend the practice to book an appointment at reception. I hope this information has provided you with various options for accessing GP appointments.

Following our discussion and my subsequent letter to you, I consider this matter closed. However, if this is not the case, please contact Karen Woodley, Practice Manager on 0121 427 5201.

Thank you