"I have found the booking system awful"

Hello, I am really disappointed to hear that you find the booking system awful. We have been working hard over the last 18 months to ensure the system works for as many people as possible. We had thought that our present system which allows you to book by telephoning and speaking to a receptionist, by telephoning and using the automated telephone booking service or by booking on line would give people 3 different options and work for most people. It is also possible to send an email via the on-line consultation system. We have lots of doctors working and offering large numbers of telephone appointemnts every day. If after speaking to the patient they need to be seen face to face then the patient will be invited in. We have a 'duty doctor' so that if any patient has something urgent they need help with they will be put on to the duty doctor list if there are no appointments left. It certainly shouldn't take weeks to get through to a doctor.

You also mention reception being rude and unhelpful. We are surprised about this as we think the present reception team are working really hard and really well to support patients and help them get the response they need.

I would love to be able to explore this further with you directly so that we can see where the problem is. If we can change it then it will benefit lots of patients. Would you be willing to contact Andre Hull, our reception manager, and he can arrange for us to discuss further. This is the best way for us to try and make things better.

Hopefully we can speak soon.