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Care Opinion

Can’t book an appointment

Story from nhs.uk

"Can’t book an appointment "

About: Charlton Medical Practice

The total lack of empathy in this practice is not only shocking but deeply concerning. I explained the urgency and how important it was that my partner sees a doctor sooner rather than later. Her response to that was I’m not a doctor or medically trained to make any comment. And then when I tried to book an appointment for my partner because he can’t call the doctors whilst at work because of the length of time it takes too get through to speak to someone and his break is from 1pm to 2pm which is when the surgery is closed and he doesn’t get home until after 6pm surgery is closed again. It’s near on impossible!!! The receptionist suggested that he takes time off work too make an appointment? When I said that he can’t really do that her response was ‘well he’ll have to take time off to see the doctor and What else do you want me to do’ that is our system for booking appointments.’ It’s absolutely ludicrous!!!! The shear lack of understanding and contempt shown here is really upsetting and just left with a feeling of utter despair!!!

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Responses

Response from Charlton Medical Practice 3 years ago
Charlton Medical Practice

Submitted on 01/04/2021 at 15:01
Published on nhs.uk on 02/04/2021 at 21:59

The surgery has made significant changes to the appointment booking service during the current pandemic, reverting to all appointments initially being telephone appointments. (We can accommodate alternative methods for those patients with hearing difficulties). If the Dr feels the patient does need to be seen they can arrange this during the call. The appointments release on a daily basis at either 8.30am for a morning call back or 2pm if it is more convenient for the patient to have an afternoon call, (Monday to Friday). If the patient is assessed by the Dr and does need to be seen then they are seen usually on the same day as the call. Reception staff cannot over-ride this system and book outside of these sessions. We do have access to telephone appointments at weekends and evenings through other Telford surgeries for those patients who cannot access the Monday to Friday service at Charlton. It is extremely difficult for reception staff and indeed the surgery to accommodate every patients' working hours and pattern and offer help at convenient times but we will always try to offer what we have available. Reception staff are not medically trained but in an emergency can seek guidance from a Duty Doctor.

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