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Worst service ever

Story from nhs.uk

"Worst service ever"

About: Goodman's Field Health Centre

This has been the worst experience my family has had trying to get an appointment at a medical practice. It's completely unacceptable that you cannot simply call to book an appointment. Instead, you're forced to use an app called Dr Iq, which is not user-friendly—especially for elderly patients.

My mother is a cancer patient and requires regular care. She's elderly and not tech-savvy. Expecting her—or anyone caring for her—to wake up at 7:30am just to fight for a slot on an app is ridiculous. We have our own family responsibilities and can’t always drop everything to play this digital game for healthcare access.

Out of sheer frustration, a few of my family members have already left this practice. It's disheartening to see such a lack of compassion and accessibility in what should be a caring environment.

This system shows a complete lack of consideration for vulnerable patients. It's impersonal, frustrating, and frankly, neglectful. I hope the practice rethinks this system before more families are left feeling ignored and unsupported.

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Responses

Response from Goodman's Field Health Centre 2 weeks ago
Goodman's Field Health Centre

Submitted on 28/06/2025 at 12:16
Published on nhs.uk at 12:17

We are very sorry to hear about your experience and the impact it has had on your family, especially your mother. We understand how vital accessible, compassionate care is, particularly for patients with serious health need, and we’re truly sorry that our system has not met those expectations.

We recognise that the reliance on digital access through Dr. iQ can be difficult for elderly or vulnerable patients. While the app is designed to streamline care, we appreciate it does not suit all circumstances, we want to reassure you that it is not the only option. For patients who are digitally excluded or find the app challenging, appointments can be requested by calling the practice, our admin team is trained to complete the triage form over the phone on behalf of the patient. Alternatively, patients are also welcome to visit the practice in person, where our reception team will assist with booking an appointment over the counter.

Your feedback is deeply valued, and we would like to look into this further. If you're open to it, please contact us at thccg.goodmansfieldhealthcentre@nhs.net so we can better understand your concerns and offer appropriate support for your mother’s care.

Thank you again for raising this, it helps guide meaningful improvements.

Kind Regards,

Management Team

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