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The worst GP nightmare getting appointment!

Story from nhs.uk

"The worst GP nightmare getting appointment!"

About: Westmoreland GP Centre

Had to move to this GP due to moving into the area safely and it is The worst Doctors I have ever known in my life ! You can never get an appointment , when I finally got threw after 20 minutes of ringing from 8am on the dot I was told I can not have an afternoon appointment as the morning ones need to be booked first is 11am any good ? I said I’m in work I really need an afternoon or evening appointment she said take it or leave it basically !!! I asked what about people who work ? She said that’s the way it has been for 2 years Or you can ring up later when the morning appointments are full and then we can offer you an afternoon one I said I can never get threw and when I do they have all gone !!! Absolutely Ridiculous I have to book a days holiday from work to get an appointment with a GP! Also a really tired looking surgery needs a good revamp cracks in walls toilets are dingy and old not the cleanest either ! The Receptionist are rude always sat around talking on their mobiles very unhelpful I’m so glad I’m moving get out of this area and actually excited to get a different GP!

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Responses

Response from Westmoreland GP Centre 5 years ago
Westmoreland GP Centre

Submitted on 16/07/2018 at 10:45
Published on nhs.uk at 11:06

Dear Patient,

I am sorry that you have felt the need to complain with regards to our appointment system.

In answer to your comments as a practice we are aware that it can take some time to get through on the telephone. Unfortunately as we have over 12,000 patients this is inevitable and something that we are constantly striving to improve. Over the last 4-5 weeks we have closed at 6.30pm with appointments still available so I am unsure why you haven't been able to be seen by a clinician. You were offered an appointment and chose not to accept it as it didn't suit your schedule. We will try and accommodate patients time requests as much as possible but in reality this is not always possible.

It is true that we open the morning appointments first followed by the afternoon appointments (for on the day acute illness) as requested by patients on the feedback that we have received. The telephone is not the only way to book appointments, they can be booked face to face or online using the MyGP app or Patient Online Access so it may be prudent for you to register for one of these services when you are next in the practice.

I agree that the building is old and yes it is tired however it is cleaned everyday by CQC approved cleaners so cleanliness is not an issue. We are currently in negotiation with regards to a new building and all patients will be consulted once we have a plan in place.

I disagree with your comments about our reception staff, we have truly dedicated staff here at Westmoreland tackling a very difficult job daily and I think patients do not understand the consistent pressure they are under whilst at work.

I hope this clarifies our position and satisfies your concerns.

Kindest regards

Practice Manager

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