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Telephone appointment ignored

Story from nhs.uk

"Telephone appointment ignored "

About: Grand Union Health Centre

I needed an appointment and booked one on Friday evening for a telephone call on Sunday 03/11 for 13:20. When Sunday came about no call was made, I waited two hours by my phone before realised the dr was not going to call. When I checked my details the following day, it was put as a “past appointment” as if the dr had even called me. There was no voicemail, text or email to apologise for a missed appointment and help with rescheduling a new one. And with how long it takes to even get an appointment with this practice it’s very frustrating that my time was wasted and nothing was put in place to correct this. Very disappointed.

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Responses

Response from Grand Union Health Centre 6 months ago
Grand Union Health Centre

Submitted on 06/11/2024 at 21:57
Published on nhs.uk at 21:57

Dear Patient,

Thank you for leaving this anonymous review which we have investigated.

On a Friday evening you were able to book an appointment with a doctor to call you on a Sunday which is a brilliant service which we offer for our patients that they can still speak to a GP over the weekend and book it online.

That GP called you 4 times, twice on your home line and twice on your mobile. Your mobile did not connect and there was no answer phone message facility. You should be able to see this on your NHS app under your full medical record.

Please be aware such reviews can be very upsetting for our teams, who work much longer hours, and all staying and calling patients well into their evenings. We do try and chase patients on phone calls, but patients should know that on our website our telephone policy is clear. https://www.grandunionhealthcentre.co.uk/telephone-appointments

We understand that calls may be missed from time to time. If you miss your call the clinician will attempt to you call you once more, if you miss a second call then we ask you to call back via reception.

In summary the GP or Nurse will call you twice, if you miss both calls it will be your responsibility to call back the practice to get another call back.

What we expect from you

We expect you to take the appointment as seriously as our clinicians take talking to you. Our clinicians do not consult with patients in bed, in the bath, in the shops, or on the tube. We expect the same courtesy from our patients. This is a doctors appointment. If a patient persistently do not answer calls or do not show respect during the phone calls by prioritising the time with the doctor, we will request all further appointments to be face to face.

We disagree that is takes a long time to get an appointment with the practice. We have done close to 14000 appointments in the last month for our 20000 patients and most of these appointment are booked on the same day so patients can get same day access. All our appointments are done within 14 days.

We are therefore very disappointed with this review with affects staff morale, as all our staff go above and beyond to try and help our patients have access.

Grand Union Health Centre

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