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Difficult to get appointments. Very poor…

Story from nhs.uk

"Difficult to get appointments. Very poor…"

About: St James Medical Practice Limited

Immersive Reader

I have just discovered that I missed a call today as I received a text to say so. I was not aware that I had a call booked and I was at work and teaching when they tried to call so my phone was on silent. How can I be expected to take a call when I have not now notified about not have had an opportunity to say whether the time and date is suitable for me?

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Responses

Response from St James Medical Practice Limited 2 weeks ago
St James Medical Practice Limited

Submitted on 23/05/2025 at 15:56
Published on nhs.uk at 15:57

Immersive Reader

Dear Ruth,

Thank you for your feedback and I'm very sorry to hear about the confusion and inconvenience caused by the missed call. We completely understand how frustrating it must be to receive a call you weren’t aware had been scheduled, especially when you’re at work and unable to answer.

You’re absolutely right that patients should be notified in advance and given the opportunity to confirm whether the timing is suitable. We apologise that this didn’t happen in your case. We'll review our appointment communication process to ensure that all patients receive clear notification and confirmation of telephone appointments moving forward.

If you haven’t already been rebooked and still require a consultation, please contact the practice at your earliest convenience and we’ll do our best to arrange a time that works for you.

Thank you again for bringing this to our attention.

The St James Management Team

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