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Inadequate Appointment System

Story from nhs.uk

"Inadequate Appointment System"

About: Balham Park Surgery

Firstly, the GP I do see once I get an appointment is brilliant. However, if it is non-emergency, expect to wait up to 4 weeks to even get a telephone appointment and another couple of weeks for a telephone appointment. Even if the issue you have effects your mental health and discussing over the phone is especially difficult, you are forced to have a telephone appointment anyway. Overall, the appointment booking and telephone triage system results in a poor standard of care and patients having to suffer with issues for much longer than they have to.

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Responses

Response from Balham Park Surgery 2 years ago
Balham Park Surgery

Submitted on 15/06/2021 at 14:38
Published on nhs.uk at 21:56

Dear Patient,

I am very sorry that I am unable to address you personally as you have posted anonymously. Firstly, thank you for sharing your feedback with us, we always welcome any feedback whether positive or negative, as we can use this as a learning curve for the practice. We do offer a range of appointments currently either face to face or via telephone, due to COVID restrictions we have had to provide more appointments via telephone for the safety of our staff, however as restrictions have begun to lift more face-to-face appointments will be available. We would never expect a patient to wait a long period of time if they needed to be seen you should always be given the option to speak to a GP if you feel this necessary. Please do get in touch with me either by email karlie.woods@nhs.net or contact Lorraine Hayles, Care Coordinator Team Manager on her direct line, 020 8772 3330 we will be more than happy to discuss your experience in more detail to understand where our service has gone wrong for you. We always strive to provide the best possible service to our patients, and I am very sorry you do not feel that you have received an acceptable level or service from us. Kind regards Karlie Woods

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