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Unable to make Appointments

Story from nhs.uk

"Unable to make Appointments"

About: Goodmayes Medical Centre

Patients are told to call surgery to make appointments. The surgery has stopped online appointments. The line is engaged all the time. Today it's been 45 minutes trying to ring always line busy. When you do get through you have to listen to the long outdated Covid message and then eventually you are connected and told to call back again because the appointments are taken. What is this? This causes stress anxiety anger to patients. I would be interested to know how the practice address this. Since 22/10/20 I am unable to make an appointment because can't get through during the specified time

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Responses

Response from Goodmayes Medical Centre 3 years ago
Goodmayes Medical Centre

Submitted on 30/10/2020 at 16:18
Published on nhs.uk on 31/10/2020 at 12:19

Dear Khan,

Thank you for your comment on practice web site. I am sorry to learn of your difficulty whilst trying to book an appointment. Due to current COVID-19 pandemic, call volume at the practice has increased many folds. At any time, 2-3 receptionists are continuously answering the calls. Also due to COVID situation, on line appointments have been suspended. Practice now also has an on line e consult facility & many of our patients are making good use of this. Details of this can be found on practice web site. Patients are also directed to GP Hub service if practice is unable to offer an appointment. This is a Redbridge wide service used by all GP practices & there are three GP Hubs in the area. Message put on telephone system is intended to give patients all necessary information including signposting patients to NHS COVID web site, testing arrangements & other essential & relevant information about surgery. This is purely to give patients all necessary information & avoid need for patients to make a second call. I would beg to differ from you that our current COVID message is outdated. If you still feel so, I would be happy to look at your suggestion of a different COVID message.

If you wish to discuss any aspect of your complaint or my response further, please contact me at the practice.

Kind regards,

Sumathi Sundarrajan/Practice Manager.

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