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Poor Management and Organisation

Story from nhs.uk

"Poor Management and Organisation"

About: St. Bartholomews Medical Centre

I booked a phone appointment with a doctor for 17 April with a receptionist on 12 April. The doctor never called, so I called back the reception on the 18 only to find out that my appointment had not been booked.

Very unprofessional service and poor organisation. Disergard for patients'time and unacceptable waiting time when calling the reception. Holloway medical centre has recently merged with St. Bartholomew's and I was hoping for an improvement. Things have gotten worse. I recently booked an appointment online and they gave me an appointment for over 2 weeks later.

I am considering switching to another GP

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Responses

Response from St. Bartholomews Medical Centre last week
St. Bartholomews Medical Centre

Submitted on 18/04/2024 at 13:38
Published on nhs.uk at 13:38

Dear Patient

I am sorry to read that your appointment was not booked as expected, without your details I am unable to investigate what has gone wrong on this occasion.

The phones are busy but you will be offered the call back facility if there is a large number of calls already in the system. This will hold your place in the queue and call you back when you are at position number 1.

As with other practices, there will be a short wait for a routine appointment but if a patient has an urgent medical concern then the duty team will assess, contact and if appropriate see the patient on the day.

If you would like to contact me with your details to discuss your concerns further you can contact me by calling the practice on 01865242334 or by using the leave feedback section of our website www.sbmc.org.uk

kind regards

Jo Hearle

HR Manager

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