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Receptionist did not book appointment

Story from nhs.uk

"Receptionist did not book appointment "

About: Wells Park Practice

Currently the practice is not seeing patience with out a telephone consultation. I called the practice a week ago to make an appointment and initially the receptionist advised to go to a minor illness and injury and beckenham beacon. I advised I don’t want to sit for hours for what should be a GP appointment. I was advised to call at 8am the next morning for an appointment. The only appointment that could be offered the next day was a week ahead. The day of appointment arrived and I didn’t receive a call, called the following morning to see why I hadn’t been called and was told I wasn’t booked in and the next available appointment was another week. The receptionist was unapologetic for their error and frankly incompetent at dealing with patients. I now have to wait two weeks for a phone consultation which will result in a face to face appointment who knows when because my issue needs to be examined. Understandably the GPS are under pressure due to the pandemic, however this is making the NHS inaccessible!

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Responses

Response from Wells Park Practice 2 years ago
Wells Park Practice

Submitted on 07/02/2022 at 15:19
Published on nhs.uk at 21:25

Dear Maria Clarke

Thank you for taking the time to comment on our Practice.

I apologise for the difficulty in getting appointments and for the mixed messages you have been receiving.

Our clinicians have been seeing patients face to face since the beginning of the pandemic in line with government and public health guidance. Our first priority is the safety of patients and

staff. The limitations of our premises, with a small waiting room in the reception areas means we still need to limit the number of patients in the building at one time therefore we continue to offer our patients telephone, and online access via the NHS App, and face to face appointments to those who need them.

We are working to try and offer more appointments and are actively looking to employ more doctors and have recently increased the number of trainee GPs we can host to increase our capacity.

We are sorry that a telephone appointment that you thought was eventually booked was not booked for you which resulted in you waiting for a call that never came. Sadly the receptionist you spoke to was unapologetic for this error. This is not the kind of service that we wish to provide.

I understand that this can be very frustrating and would like to offer our sincere apologies for the difficulties.

If you would like to discuss this further please call me on 02086992840 or send me an email to lewccg.g85114-general@nhs.net

Thank you

Antonia

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