"Terrible, I am in tears!!"

I am truly sorry to hear about the difficulties you have encountered in trying to schedule a phone appointment and the subsequent challenges in booking a follow-up appointment. I apologize for any inconvenience and frustration this has caused you, particularly given your pain and the impact it has on your ability to work as a carer.

Cancelling your appointment, especially when you are experiencing pain, is not the level of care we strive to provide. I understand your disappointment and frustration in not being able to secure a timely appointment for your needs. It is essential for us to ensure that patients receive the necessary care and support, especially when they are in pain.

The automated system that informs you about the availability of appointments every morning seems to have contributed to the frustration you are experiencing. We are actively working to address this issue and improve the accessibility of our appointment scheduling process.

I am sorry to hear that the out-of-hours service was unable to assist you directly and referred you back to the GP for further investigation. We will review our communication and coordination processes with the out-of-hours service to ensure a smoother and more supportive experience for our patients.

Furthermore, the receptionist speaking over you during phone calls is not in line with our standards of communication and patient care. We will provide additional training and support to our reception staff to ensure that they actively listen to patients and respond in a respectful and helpful manner.

I truly understand the urgency and frustration you are feeling, and I want to assure you that we take your concerns seriously. Please allow us the opportunity to rectify this situation. I kindly request that you provide us with your contact information so that I can personally assist you in scheduling an appointment and addressing your immediate needs.

Once again, I apologize for the distress caused, and I appreciate your patience as we work to resolve this matter. Your well-being and comfort are important to us, and we will make every effort to ensure that you receive the care and support you require.

Please do not hesitate to reach out to me directly with your contact information or any additional concerns you may have. I am committed to addressing this situation promptly and finding a suitable solution.

Thank you for bringing this matter to our attention. We value you as a patient and are dedicated to providing you with the care and support you need.

Hamza Ejaz

Practice Manager