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Being given a wrong appointment time

Posted By Hop

"Being given a wrong appointment time"

About: The Elm Practice

(as a service user),

I arrived at 8 am for my appointment. I was told by the staff member at reception, who had made the appointment, that it was at 8:30 am. I said on the phone I had been told 8 am. They insisted I had been told 8:30 am. It was a waste of my time because then I went home and came back to 8:30 am but it disrupted my morning. I don't know whose error it was, there was something in the communication. It hasn't happened in my experience of making appointments here before. When I arrived at 8:30 am, staff were busy and there was no one to sign me in. The person I was there to see had to come out to find me for my appointment.

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Responses

Response from The Elm Practice 3 years ago
We have made a change
The Elm Practice

Submitted on 12/04/2022 at 16:16
Published on Care Opinion at 21:51

I am sorry that you felt the need to raise a matter of concern involving your appointment.

I have spoken to the admin team and the receptionist on duty informed me that you arrived at 08.00.

The receptionist assures me that she offered the first appointment of the day at 08.30 not 08:00. I agree that there seems to have been a miscommunication between yourself and the receptionist. I can only apologise for any disruption that occurred throughout the rest of your day.

Following the conversation you had with the receptionist, you went away and returned at 08.30. The receptionist said that when you returned you failed to book in at the reception desk. However, as the receptionist saw you walk past the desk she booked you in as arrived for your appointment.

When patients arrival for their appointments, the reception will put A (for arrival) on the clinicians appointment screen. The clinician will then call the patient in using the electronic screen or at times, they might come out into the waiting area and call the patient in person. I am afraid on this occasion I am unable to give an actual reason why the clinician came out to find you for your appointment.

Currently, patients do not receive a confirmation text message for some PCN services. Following on from your feedback, I will discuss with Elm Practice staff and arrange for confirmation texts messages to be sent for all appointments from now on. I would also like to inform that from May 2022 Elm Practice will introduce a new telephone system. Our new telephones will enable the practice to record conversations and we will easily establish what was discussed and rectify any mistakes if necessary.

I hope I have explained everything but if you would like to discuss this matter further please do not hesitate in contacting the Practice Manager.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful

Update posted by Hop (a service user)

I waited for your receptionist to book me in at 8:30 am. She was on the phone and had her back to me. The physio man came out and asked if I was here for my appointment. I said yes so the physio man then took me through to a clinic room for my appointment. Which, had I waited for your receptionist, I would have been late for. This is why I walked away from the reception desk though I was trying to get booked in at the reception desk as I am aware of the procedures in a GP surgery. I'm not sure I would word it as I "failed to book in at the reception desk", like you've worded it. I did try to book in but the staff were not there.

That sounds good that you will operate a text appointment reminder system. Recording your telephone calls sounds like a good idea also. Like I said, I'm not sure where the error lies, somewhere within the communication. So extra communication such as a text reminder should help.

A related point. The physio man said that he would email me some physio exercises. He has not. Could you chase this up? Thank you.

Response from Practice Manager, The Elm Practice, The Elm Practice 3 years ago
We have made a change
The Elm Practice

Submitted on 20/04/2022 at 12:14
Published on Care Opinion at 12:40

Thank you for your reply. I am sorry that you felt that my last response was not helpful.

Between 8am-9am, we only have one receptionist on duty. During this time, our telephone line is extremely busy so at times patients may have to wait a short while until the receptionist is free to speak to them.

At our last receptionists meeting, we discussed what the receptionist should do when they are on the telephone and a patient is waiting at the counter.

We agreed that patients waiting at the counter must be acknowledged in a timely manner and we should aim to minimise their wait time wherever possible.

As requested, I can confirm that on 20.4.2022 I emailed the physio and asked him to forward to you the exercises as he promised.

If you would like to discuss this matter further with me, please do not hesitate in contacting the Practice Manager to make an appointment.

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
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