"Not happy."

Thank you for your feedback. I am extremely disappointed that you did not receive the level of service from the Practice that we strive for. Please accept my apologies for this disappointing experience. There are times when we have to cancel patients appointments, as your feedback is anonymous it is difficult for me to comment any further without knowing the details.

The Practice teams is aware of the current pressures on appointment availability and are undertaking work to review how we work and the service that we provide in order to improve our patient's access to appointments. Our current system tries to balance the number of pre bookable requests with the number of on-the-day routine appointments requests and urgent appointments. This is a complex dynamic which is constantly shifting. Unfortunately we have an extremely high amount of appointments which patients do not attend and the majority of these appointments are ones which have been pre booked in advance. Due to this 75% of our appointments are released on the day.

Many patients have been complimentary about the reception staff and it saddens me that your experience was so very different. I would like the opportunity to discuss your experience with you in more detail in order for me to investigate further. If this is something you would like to do then please contact the Practice and ask to speak to Susan Taylor Practice Manager.