This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?
Care Opinion

Difficulty in booking appointments

Posted By Mrs Green

"Difficulty in booking appointments"

About: General practices in Ayrshire & Arran

(as the patient),

I work Monday to Friday as a health care professional and I needed an appointment to see my GP . However, I was informed I couldn’t make an appointment that I would have to phone between 8:30am and 10:30am and be triaged. My condition was non urgent and I felt someone who was in much more need to speak with a doctor probably needs a phone consultation much more.

I tried calling at 8:30am but the phone was continually engaged. I was working and felt constantly stressed trying to get through. Eventually a GP phoned an hour later. However, I was at work in front of other colleagues and had to go into a room for privacy which is often disturbed with others needing the room.

Why as a healthcare worker do we now  feel stressed trying to make an appointment , and can no longer get an appointment which suits round working hours? I realise GP’s are under a tremendous workload and appreciate everything they do . But this has now become so frustrating trying to get an appointment that has  often led to me just giving up being seen. 

Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from Pamela Gibson, Patient Experience Facilitator, Nursing, NHS Ayrshire and Arran 2 years ago
Pamela Gibson
Patient Experience Facilitator, Nursing,
NHS Ayrshire and Arran

Monitor stories and provide administration for NHS Ayrshire & Arran

Submitted on 08/12/2021 at 12:11
Published on Care Opinion at 12:11

picture of Pamela Gibson

Dear Mrs Green,

On behalf of my Primary Care Colleagues, please see their response below:

We are sorry to hear of the difficulties you describe in trying to get a suitable appointment with your GP practice. All practices have required to work differently since the onset of COVID-19 to keep staff and patients safe. Practices are experiencing a significantly higher call volume than pre-pandemic and trying their very best to ensure calls are answered. Regrettably this isn’t always possible and alternative supports are in place for those practices who require telephone support during high periods of demand.

Most practices have a telephone triage system in place for all appointment requests which will determine the best person to deal with the patient’s condition and if a remote or in-person consultation with a clinician is appropriate. Practices are prioritising appointments for those patients with the most urgent need.

If you would like the situation you describe looked into in more detail by our Primary Care Team, please can you provide your details and the name of the practice concerned to HSCPAdmin@east-ayrshire.gov.uk

Thank you

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k