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Appointment booking did not exist

Story from nhs.uk

"Appointment booking did not exist"

About: Wake Green Surgery

I contacted my doctor at Wake Green, via the online booking system, to request an appointment with a musculoskeletal consultant.

I received a text message saying I'd been booked in for an appointment on 7 April at Greenridge Practice. I took time off work to attend the appointment which was a 40 minute walk away from my home. On arriving at Greenridge I was told that no appointment had been made by Wake Green Practice and the consultant was fully booked that day.

Complete waste of my time. Sorry just doesn't cut it - I cannot get that time back.

I now have to wait for another appointment and take another trip to Greenridge - which is not a convenient location to get to.

I would like to know how many times this has happened and what Wake Green Surgery are doing to ensure that it does not happen again.

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Responses

Response from Wake Green Surgery 2 months ago
Wake Green Surgery

Submitted on 10/04/2025 at 14:16
Published on nhs.uk at 14:16

Dear Mrs Bartlett,

Firstly thank you for taking the time to share your feedback and please accept my apologies for the mistake on this occasion and the inconvenience it has caused. I have checked the records and can see you now have an appointment booked 11/4/25 @ 8:30am however you were sent a confirmation message the appointment was booked 7/4/25 @ 12:30pm. I do believe this is an isolated incident when the appointment has not been booked and will share this with the HUB manager to see why the appointment failed to save. As these appointments are booked via our HUB it is not possible to see these appointments within our clinical system once booked or for the system to send automated reminders and therefore our attention to detail is of paramount importance to ensure this does not happen again. I will discuss your complaint in our next clinical meeting to ensure clinicians and administration teams take extra care when booking via the HUB and sending a manual confirmation message. If you wish to discuss this further please feel free to contact me directly at gemma.mooney2@nhs.net

Yours Sincerely

Gemma Mooney

Practice Manager

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