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Unhappy and Sad

Story from nhs.uk

"Unhappy and Sad "

About: Wallace House

The current system could be improved by allowing me to select their GP and by offering a way to book face-to-face appointments online directly, bypassing the repetitive online form. Separately, the Duty GP I consulted recently lacked adequate customer service skills; it's important that clinicians communicate with empathy. Unfortunately, an unhappy experience I have recently had.

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Responses

Response from Wallace House last month
Wallace House

Submitted on 23/06/2025 at 14:41
Published on nhs.uk at 14:41

Thank you for sharing your recent experiences and suggestions with us.

We appreciate your feedback regarding the online booking system. While we understand that it can sometimes feel repetitive, the current system is designed to assess each patient’s needs and ensure they are directed to the most appropriate clinician for their concern. This helps us to make the best use of clinical time and improve access across the practice for our patients.

We're sorry to hear about your recent consultation with the Duty GP and that it did not meet your expectations in terms of empathy and communication. This is not the experience we aim to provide, and we are grateful you brought it to our attention. We will ensure this feedback is shared with the appropriate team for reflection and learning.

Thank you again for your honest and constructive feedback — it plays a vital role in helping us deliver better care.

Warm regards,

Lea Wharf Medical Quality Team

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