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How not to get an appointment

Story from nhs.uk

"How not to get an appointment"

About: Dr Ks Upton's Practice

Mon-Spent 30 mins on the phone to finally get through to one of the rudest receptionists who tells me that she cannot help until I tell her what is wrong with me.......I reluctantly tell her in the hope of getting an appointment.............to then be told no appointments available phone back tomorrow.

Tues-Spent 25 mins waiting on the phone to be told there are no appointments available phone back tomorrow.

Wed-Spent 30 mins waiting on the phone and was then hung up on.

Thu-Spent 37 mins on the phone and was told by the receptionist that there was no chance of getting an appointment because the surgery is only open until 1pm. I was told to phone back tomorrow.

Fri-Please see previous days as I am sure the situation is now clear.

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Responses

Response from Dr Ks Upton's Practice 2 years ago
Dr Ks Upton's Practice

Submitted on 02/02/2022 at 11:53
Published on nhs.uk at 12:41

Dear Geoff,

I'm emailing regarding the issues raised in your review.

The Triage questions is a process which the Tardis Surgery has always adopted, and is the recommended care navigation process as recommended by the local CCG, to ensure that that the patient is navigated to the correct clinician on their first visit wherever possible.

With regards to not being able to get through on the telephone after 30+ minutes of waiting. I'm the practice manager and often work downstairs with the reception team, so I have an accurate observation of their performance, behaviours & professionalism. The reception team are extremely effective and professional at answering the telephone and care navigating patients to the correct clinician, and are often commended by our patients on their effectiveness.

If you wish to discuss any of the issues you have raised in person. I am more than happy to discuss.

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