"Too long wait for a telephone appointment"

Dear Irina,

Thank you for your feedback. I am sorry that you were not satisfied with the service you received from our practice.

You submitted a request for an appointment on Friday afternoon. You were offered a face-to-face appointment with your usual doctor on Monday morning in a clinic where she is teaching medical students. As you are unable to come to the practice at present, you were offered the next available appointment with your usual GP or an appointment in 3 working days with another GP.

We understand the importance of continuity of care for our patients and strive to provide this when requested. However, due to training or leave sometimes we are not able to give you an appointment with your usual doctor as quickly as you would like so we offer a sooner appointment with a different GP. All our GPs have access to your records and will do their best to provide you with the care you need.

We can also provide on-the-day appointments for urgent needs. The doctor triaging your request for an appointment did not feel an urgent response was needed that afternoon, but if we have

got that wrong then we apologise. Please do let our receptionist team know if you feel you need an urgent on-the-day appointment and why, so this can be relayed to the triage GP.

I hope this answers your queries but if not, please contact the practice and ask to speak to the deputy practice manager.

Best wishes,

Agnieszka Polej

Deputy Manager