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Distressing Let Down

Story from nhs.uk

"Distressing Let Down"

About: Wellington Medical Centre

Trying to access care from this clinic is an ordeal.

Trying to call up to book an appointment is met with at best an automated response saying not to book appointments over the phone and to just use the NHS app instead (which not everyone can do), and at worse being left on hold for over an hour with the most eye-twitchingly agitating automated message still telling you to hang-up and use the NHS app (which some people cannot use).

I am unable to organise anything via the NHS app as I cannot access the NHS app.

In order to access this app I am required to have certain ID based documentation, but due to the nature of my medical care requirements I am left with invalid ID for accessing the NHS app.

When I explained this predicament to the staff they instead sent me a letter with a paper version of the same request for ID which makes me think they didn't understand the problem and thought my only issue was in trying to access the NHS app online.

I have seriously been contemplating biting the bullet and going back to my old clinic and taking the 3 to 4 hour round trip just to get a service that is accessible.

Just to wrap up, please give this clinic more funding to get more staff, please make the NHS app accessible to those who don't possess "valid" ID, and please allow me to call up to book appointments.

I want to like Wellington Medical Centre, I really do, but it is not able to meet my needs as a patient and that is letting my health care down.

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Responses

Response from Wellington Medical Centre 3 days ago
Wellington Medical Centre

Submitted on 15/05/2024 at 10:02
Published on nhs.uk at 10:02

Dear patient

Thank you for your feedback and for your efforts in trying to access the NHS App. I am sorry to hear of your experience. I don't know if you have tried contacting the NHS App support team but will feedback your frustrations to the NHS Digital team.

If you have access to the internet you can make a request through our website

https://tauntondeanewestpcn.gpweb.org.uk/wellington-medical-centre

There is a button towards the top of the initial screen "Click To Consult Your Doctor" or further down the page a "Consult Us Online" button. both will allow you make a request very similar to if you had the NHS App.

I appreciate that demand for our services is very high so accessing us by telephone often results in patients having to queue to get through. We do however have "queuebuster" technology which means that when that telephone queue gets to a certain level you can press a button which will add you to the queuebuster so you can then put your phone down but retain your position in the queue. The system will then call you when you reach the front of the queue. That may be an option for you.

You can also attend the medical centre in person and speak to a Patient Services Advisor or there are forms in the Reception area that you can fill in to submit your request.

I am sorry that your recent experience of the Medical Centre has not been satisfactory but thank you for raising your concerns.

Please contact the Medical Centre if you need any further information or advice.

Kind regards

Practice Manager

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