"Staff and appointments procedure needs reviewing"

It’s impossible to get through between 8 am until 9:30 am by which time there are no appointments left. Sometimes you get through then get cut off before you have had chance to speak to anyone. The advice given is ring after 10:30 am when the lines are less busy but in my experience I have never been able to get an appointment or phone consultation after that time. I have resorted to queuing outside the surgery at 7:30 am even though the surgery doesn’t open until 8 am. You need to get there early due to the volume of people gathering outside the surgery who are having the same problem when booking over the phone. Queuing at 8 am has proved better but it doesn’t guarantee you an appointment or a phone consultation you have to be vetted by the receptionists first.

I note in a response to a previous review ‘the GP will arrange for you to be seen that day if they feel a face to face appointment is needed’.

Who makes that decision the reception staff? How can the decision be made if you can’t get an appointment? How can the reception staff distinguish between a minor illness or something which could be potentially more serious?

Due to a recent heart attack and ongoing chest infection issues, I felt my request for a same day appointment or phone consultation was justifiable, I admit I rang at lunchtime. I was told if I wanted to book an appointment with a doctor it would be February alternatively I could call in to the surgery at 8 am the next day or if I was in pain as much pain as I said I was I should go to the Walk In Centre or A&E.

Unfortunately this is not a one off incident and prompted this review. It’s the same scenario every time you try to book an appointment. I dread being ill because the whole experience is very stressful. The staff are rude and lack empathy.

Also the appointment structure should be re-evaluated. People who do not work should not be able to book or expect an appointment between hours of 8 am and 9 am or from 5 pm onwards.