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telephone access and appointments

Story from nhs.uk

"telephone access and appointments"

About: Gleadless Medical Centre

Booked appointment via the portal only appointment available 5 weeks (as wanted to see same GP who is dealing with my case as they stated my treatment would be "trial and error" medication wise!! this would make it my 3 rd visit!!

1 week later received a letter to say my appointment booked on the portal was cancelled call to book another - GP off sick long term (fair enough, we all get sick)

Call to surgery 08:15 on hold(you are in a queue!!) for 32 mins....i gave up

later I tried again calling engaged, calling engaged, calling engaged in total 66 calls i have made today all engaged!!

Eureka, i got through at 14:00 informed the receptionist of my quest trying to call them to rearrange an appointment that they cancelled, she sounded sympathetic to my plight and then informed my the next appointment would be a week after the one that was cancelled so now its 6 weeks till i get my appointment, i imagine i will be off work sick by then something i am trying to avoid.

So i have not slept properly for months now due to my pain and none of the"trial and error" medications are working, don't panic though a GP will be calling me later today to be honest i'm not sure why i cant see them issuing stronger meds without seeing me...would they?

Thank you for your time and thank you for assisting for my waste of a day trying to re-book the appointment that you guys cancelled.

Really disappointed .... i usually am singing praises for this surgery.

let down

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Responses

Response from Gleadless Medical Centre 6 years ago
Gleadless Medical Centre

Submitted on 21/06/2018 at 12:12
Published on nhs.uk at 13:06

Thank you for taking the time to add your comments onto NHS choices.

I am sorry to hear about your experience on the telephone: we have been experiencing some ad hoc issues with our telephone system recently which our current provider is unfortunately unable to explain and for this reason we have chosen to change providers: a new system is being installed in the coming weeks.

I apologise that you have had an appointment cancelled due to one of our GPs being on long term sick, however, as you have acknowledged unfortunately we all get sick: we have been working closely with locums across the Area in an attempt to cover sessions over the coming weeks but this isn't easy as they are in short supply and usually booked up for months in advance.

Whilst I accept that there is a wait for routine appointments on a daily basis we have a Duty Doctor who telephones all patients who are seeking advice or can't wait for a routine appointment: an assessment is made and where appropriate an earlier appointment, same day in some cases will be made either at the practice or at one of the satellite hubs in Sheffield.

We also have a three minute surgery which operate daily where minor issues can be dealt with.

I trust that your telephone call took place and hope that you were satisfied with the outcome.

If you wish to discuss this matter further please do not hesitate to contact me at the practice.

Kind Regards

Tracey Johnson, Practice Manager

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