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Lack of available appointments

Posted By Beryl 43

"Lack of available appointments"

About: Heatherbrook Surgery (Willows Healthcare)

(as a carer),

Whenever you phone for an appointment you’re always way down the queue, you hang on & hang on and when you get through there’s nothing available.

They never give the option to go to a hub, just ring back at 8am tomorrow!

You can ask for a GP to call you but you can spend the day by the phone as they don’t know their AM from PM. 

It often seems like GPs are more concerned with doing minor procedures at other practices or working at the local hospitals rather than attending this surgery. 

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Responses

Response from Heatherbrook Surgery (Willows Health) 2 years ago
We have made a change
Heatherbrook Surgery (Willows Health)

Submitted on 19/05/2021 at 08:10
Published on Care Opinion at 10:57

We are sorry that you have had difficulty with appointments. We are aware that this is a significant issue for patients and are creating a call centre to better handle patient calls.

If you are urgently in need of an appointment and cannot find one by calling in, please register online. Available appointments are released at 6am online, so this is the best resource to check if you need an on-the-day appointment. This can be done via https://systmonline.tpp-uk.com/2/Login

You can also ask the 111 to refer you to one of the local HUBS.

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Response from Heatherbrook Surgery (Willows Healthcare) 2 years ago
Heatherbrook Surgery (Willows Healthcare)

Submitted on 06/07/2021 at 13:52
Published on nhs.uk at 21:16

We are very sorry to hear that you had a difficult experience with the practice and would welcome the chance to investigate your concerns directly. Please be assured we take all comments seriously. We provide training to our team to ensure we provide compassionate and kind care. We would want our patients to be treated just as we would want to be treated and the Patient Participation Group is very active if you would like to have a direct influence on practice policy. we are upgrading phone systems in response to complaints, which will allow easier access by telephone. If you are still having trouble with the telephone system, the most likely replacement system is AirMidUK. This is a UK-based service, from the same provider that we use for appointment bookings, and so we hope that system integration will be more efficient. This will eventually allow for ordering medication, and for booking appointments, which currently is done via SystmOne. Your comments. will be discussed at our next PLT meeting.

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