"Exceptional confusing and stressful to book an…"

 I am complaining about the lack of clarity on the Booking Appointments webpage on the City Walls Medical Centre website. Apparently, it’s been updated after patient feedback but is still incredibly confusing. It makes it very difficult to book an appointment online & incredibly stressful. It really puts me off making a GP appointment and in actuality probably makes my health worse. 

It saysall appointments are available to book at 7am (8 am by phone) and only via Patchs. I logged on to find that City Walls we’re unavailable & will next be available on Monday at 7. This was at 2pm on Friday. Maybe state the available hours?

Also, further down you say phlebotomy appointments are the only appointments you can book online. What? I now understand that means phlebotomy appointments (& smear tests & B12 and Pneumo which you failed to mention on said web page) are the only appointments available to book online via Patient Access. I only know this as I once spent 2 hours waiting for 8am on Patient Access for general appointments to appear but it didn’t. You only use Patchs at City Walls to book general appointments, which is what I want. As far as I’m aware, you can use both Patient Access & Patchs to book general appointments. You do say to use Patchs on the Booking Appointments web page but only that Patchs is the 'quickest and easiest' method, you never specify that it’s the only method, as well as the fact that on your Online Services page under Patient Access it says you can book/cancel appointments on Patient Access, which is technically true but actually only means phlebotomy, B12 and Pneumo appointments & smear tests. 

Can you make it as clear as possible on your Booking Appointments webpage all the methods you can book appointments and specify which type? Have a bullet point for booking by phone and available times, a bullet point for Patchs, appointment type and the availability times and a bullet point explaining that Patient Access can be used but only for three specific appointment types as mentioned above. Also, add a note in brackets on the Online Services page to explain exactly what appointments are available on Patient Access and that  they do not include general appointments. I do realise you have tried to explain the appointment system with a webpage named Appointment System Explained but this only gives more detail about Patchs, how it works and why it's better and more efficient. It states you can book phlebotomy appointments via Patchs whereas all other appointments are triaged which I assume is what you are referring to in the above statement about only phelebotomy appointments being available online but this is still technically an incorrect statement and does not help whatsoever in the confusion over your use of Patient Access, which I am assuming patients can use to book phlebotomy, B12 and Pneumo appointments and smear tests otherwise City Walls Medical Centre would not be available as an option on Patient Access, would it?