"Great experience but problem with website being…"

I feel that my experience of visiting the Doctor yesterday was really good, important for me and I have ongoing investigations now. However, I had avoided coming to you because I felt put off not only by general media coverage but also by the officiousness of your website. I also have conversations with local friends who say that it is ridiculous etc. As a side not, the website is quite complex and as someone completely at ease with IT, I don't find it easy to find the right place to make an appointment. I also find that it puts me off. I have heard some Doctors in the media saying 'we are open, we are here if you need to see us' and I have heard complaints about Doctors not seeing patients. I completely understand that you can do many appointments over the phone etc. and think this is a great innovation, but I also feel that people like myself are not comfortable trying to make an appointment even when we do feel we have something that needs to be seen. It isn't anything I can put my fingers on, just a general feeling that seeing someone would be a last resort. I think somewhere you should advertise that you are seeing people, that you are there for us - the Doctor I saw was brilliant -she said this to me and made me feel totally comfortable, but I think your website needs to reflect this warm, welcoming feeling.