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Reception could do better

Story from nhs.uk

"Reception could do better"

About: Sunbury Group Practice

I have found that the only way to get an “on the day” appointment is to ring. I did ring reception early last Thursday morning, a nurse practitioner rang me within a couple of hours, very helpful and told me to ring reception for an appointment with physio and to ring the hospital for X-ray.. I did that and reception told me physio wasn’t working during this crisis. I wasn’t happy to accept this and the next morning, Friday, I walked to the surgery, spoke to reception who told me that was inaccurate and, of course, I could make a physio appointment, I did that and the physio rang me yesterday and was very reassuring and helpful. Had I accepted the inaccurate information I would still be suffering and worried. I also had an X-ray which I booked myself.

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Responses

Response from Sunbury Group Practice 3 years ago
Sunbury Group Practice

Submitted on 20/01/2021 at 13:36
Published on nhs.uk at 20:16

Thank you for taking the time to leave your feedback. We appreciate hearing of our patients experiences, and strive to learn from them.

I’m pleased you were able to get an appointment with one of our Nurse Practitioners who was able to follow up with your concerns.

I am sorry you received the incorrect information from Reception regarding physiotherapy appointments. Many services have been stopped, restarted and stopped again during the coronavirus pandemic, and I can only assume the receptionist you spoke to hadn’t realised that this service had in fact resumed.

We will ensure the information is relayed to Reception, to ensure they can provide our patients with the most up to date information.

As for your experience with booking an on the day appointment, because our phone lines do get very busy, especially first thing in the morning, we would urge anyone who has internet access (on their computer, tablet or smartphone), to visit our website www.sunburyhealthcentre.nhs.uk and complete the relevant contact form to request an appointment. An email will then be sent confirming receipt of the form, and then a follow up email will be sent to confirm the next steps, whether this is an appointment booking or information required.

Using this service is quick and easy, and if an appointment is required, we will book this with the right clinician in the right timeframe for the concern.

Once again, thank you for your feedback.

Kind Regards,

Richard Fryer

Business Manager

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