"Pointless"

Thank you for your feedback regarding your appointment with the doctor this morning. I was sorry to hear about your experience and appreciate you bringing this matter to our attention. Feedback from patients and their relatives is invaluable in helping us review and improve our services.

I would like to respond to your concerns as outlined in your review and previous email:

Please be assured that you are welcome to request an appointment through reception without providing full details of the reason. You may simply state that it is a private matter and, if needed, request a double appointment. Unfortunately, our online booking system only allows single appointments to be booked at this time, which is why a double slot could not be selected online.

Your email requesting an appointment was received on Saturday at 00:27. As indicated in our automatic reply, appointment requests cannot be actioned via email and should be made by contacting the surgery directly—which you did. During your call, you were advised that there were no double appointments available at that time. You agreed to proceed with a single telephone consultation for one concern, and this was booked accordingly.

Following a review of your consultation, I can confirm that the doctor spent 13 minutes with you, exceeding the standard allocated time for a single appointment. During the consultation, the doctor provided tailored exercises for your specific condition and arranged for an X-ray. The results of this investigation will help determine whether a referral to secondary care is necessary.

As discussed during our telephone conversation, I advised you to continue requesting double appointments when needed, and I have now added a note to your record to ensure this preference is considered in future bookings.

Thank you once again for your feedback, and please don’t hesitate to contact us if you have any further concerns.

My email address is florence.adewunmi1@nhs.net

F Adewunmi

Mrs. Florence Adewunmi

Practice Manager.