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Satisfied patient

Story from nhs.uk

"Satisfied patient"

About: Horizon Healthcare

I luckily don't have to contact the doctor very often, but in the past week have twice suffered with a medical condition needing attention. On both occasions I managed to secure a telephone appointment with the same advanced clinician. Yes I had to phone at 8am, and held on for quite a while before getting in the queue but given the overall number of patients, it is understandable. The clinician concerned was understanding, helpful and I was treated with the appropriate medications and tests. I have read so many negative reviews recently both online and in the media and I would like to give a positive review for a change. Also, I also came to the flu clinic recently and that was also well organised, having learned from previous mistakes last year. It would be nice to access more online appointments so you don't have to telephone, but for now I would like to thank Horizon Healthcare for help and care.

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Responses

Response from Horizon Healthcare 2 years ago
Horizon Healthcare

Submitted on 30/09/2021 at 16:41
Published on nhs.uk on 02/10/2021 at 11:33

Hello Aneeta

Thank you for your positive review and feedback, we are pleased that you have been able to get continuity with the same clinician twice this week. We are still working on getting the phone queue down in the mornings and have this past month been able to reduce the longest waiting time by 30 minutes and the average waiting time over the day is 12 seconds. Demand is very high particularly in the morning. We are still operating a Covid total triage policy which is advised by the government, this means all requests for appointments need to be discussed with a patient coordinator prior to booking. We have been adding online appointment booking for our nurse and flu clinics, our long term condition reviews when due are booked directly with a link sent to patients when the medication review is due, thus saving the patient calling to book an appointment. We hope as things get back to normal that more online bookable appointments will be released.

Tina Hall

Practice Manager

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