"Poor experience"

I have had two poor experiences.

It is not possible to request appointments by phone, only pre-recorded messages. The app is similar, I cannot submit requests after 7:15am or so and you have to try again the next day. I have tried 2 online consultations (which you have to do as you cannot request an appointment directly via app). The first time, I wanted help with a chronic condition (3 years) and after waiting a few days to be able to submit an app request, I got a response the same day telling me to read the NHS help pages for the condition. There was no way to respond, appeal to a human or ask for anything more. I went into the practice in person and explained I was dis-satisfied and wanted to see a doctor. The staff on the front desk were helpful and I did get a late appointment the same day. After waiting over an hour past the appointment time with many many people, I saw a doctor. The doctor referred me but I never had any follow up nor referral appointment and it was not possible to chase up without physically going to reception each time and asking. This is the only way to talk to a person and progress anything. But as everything is verbal, there is no record. If you have a job or otherwise cannot drop everything to queue at reception every morning you need help, this is not a good solution. Then again, you hopefully have private healthcare instead.

My other experience was equally disappointing. My request via app this time was responded the same day and indicated medication had been prescribed to try. When I went to the pharmacy however, they had no record of this. Again, there is no way to chase this via app or via telephone. There is an email option with purported 48 hour turnaround or again, I need to speak to staff and go in person.

I appreciate the hard work the staff put in what people do. Despite my poor experiences, all my interactions with staff were always polite and helpful and I was always treated with mutual respect. The technical barriers however make it extremely difficult to get to those helpful real people.