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No explanation was provided

Posted By d-w-19

"No explanation was provided"

About: De Beauvoir Surgery

(as a service user),

We've recently moved to this area and wanted to register with the practice. I work regular office hours (9am - 6am) and and usually my partner and I work late so am unable to make the usual new patient registration times as suggested on your website. I noticed your page stated "Late registration is on a Wednesday between 15. 00 - 18. 45"

My partner and I both raced home in order to meet the registration window, however when I tried to buzz in was told that the surgery is closed and to come back tomorrow unless I had an appointment. I tried to explain that the website states that the surgery is open for registrations till 18:45 but I was talked over, insisting it was closed. No explanation was provided and told me to come back tomorrow at 9am.

It was a really frustrating interaction and annoyingly a waste of my time, to have printed off forms and prepared the paper work only to be rebuffed at the door. I'm concerned this service might be reflected and endorsed by the wider clinic and am choosing to stick with my prior GP, even if we need to travel to do so.

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Responses

Response from Colin Jacobs, Clinical Practice Manager, De Beauvoir Surgery 4 years ago
We are preparing to make a change
Colin Jacobs
Clinical Practice Manager,
De Beauvoir Surgery

Submitted on 14/10/2019 at 11:01
Published on Care Opinion at 15:02

Dear d-w-19,

Thank you for taking the time to share your experience. We are very sorry for service you and your partner have received trying to register at our practice. We are always looking at ways to try to make the experience of registering as easy as possible and are currently looking to see if we can do the whole process electronically to stop you needing to come to the surgery at all unless you wish to see a clinician. Unfortunately we are a little way of this at the moment. sometime due to staff shortages we only have a lone worker late in the evenings and due to this only allow patients with booked appointments in after a certain time.

I would like to look into your matter further if I could? I would really appreciate it if you would contact me at the surgery so I get a few more details from you and aid in your registration.

Colin Jacobs

Clinical Practice manager.

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