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Getting an appointment

Story from nhs.uk

"Getting an appointment "

About: The Loughton Surgery

26/10/20- 2.30pm, called 25 people in queue waited 35 minutes- told send email to GP

27/10/20- surgery called no message left. Text from surgery. I called at 2.55pm 12 people in queue waited 20 minutes told no appointments today call tomorrow morning.

How can you improve the service? I am not sure why I can’t make an appointment for a future date only on day I call? I have breathing probLems after flu jab Should I go to a and e then or just use 111 when I have a GP surgery. I don’t understand what is going on has NHS Service stopped? Due to Covid. If so please be honest about it.

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Responses

Response from The Loughton Surgery 3 years ago
The Loughton Surgery

Submitted on 28/10/2020 at 16:37
Published on nhs.uk on 29/10/2020 at 13:23

Thanks for your feedback

Firstly i can assure you the NHS services has not stopped and in fact our staff are working exceptionally hard to keep up with the high demand we are currently dealing with which may be due to a rebound effect following covid.

Of note; our busiest times for taking calls is 8-9.30am and 1-3pm. Our data intelligence monitoring shows our average call answering time has gone up from less than 60 seconds to 110 seconds so we do recognise this as an issue.

Currently due to covid we have had to change the appt system and have been successfully dealing with demand by offering on the day appts. However if over the next week we identify the current level of demand is not subsiding and on the day appts is no longer sustainable then we will look at changing the system and consider your option of being able to book a future appt. Hope this helps to address your concern however if not you are welcome to contact our Practice managers.

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