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Booking followup appointments

Story from nhs.uk

"Booking followup appointments"

About: Plane Trees Group Practice

Either there is a massive breakdown in communication between the doctors and nurses with reception or some kind of "booking game" is being played and I feel like the ball.

Every time I need a follow up appointment I'm shown that appointments are available and that I need to go to reception and book it now, when I get to reception I tell them exactly what and who I'm told I need to say, they go through the motions of looking for an opening but then tell me I'll have to phone at 8am the next day like Every one else.

I call the next morning and either can't get through, no appointment works or it's all booked up and need to call again tomorrow.

Convenient isn't it that the pressure is on me, but at this point I've already tried to book at least twice. I'm sick and tired of this, can we please get it straight the first time, maybe stop the doctors from sending us to reception in the first place? I know I can't be the only one!

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Responses

Response from Plane Trees Group Practice 5 years ago
Plane Trees Group Practice

Submitted on 18/07/2018 at 20:53
Published on nhs.uk at 21:05

I am sorry to hear about your problems booking follow up appointments. We are continually reviewing how we work and I will take your points on board and discuss them at our next practice meeting. We aim to offer all patients equal access to appointments and our system releases appointments on a daily basis to pre-book or book on the day. When the clinician directs you to book a follow up appointment after a consultation they indicate the time frame for this. Whilst we try to accommodate patients' needs it can sometimes be difficult to do this. We offer as much flexibility as we possible can as well as providing a service for patients to book online, receive a text reminder with an option to cancel etc. There is increasing pressure on appointments and this is a national issue. We have employed additional clinical staff to meet the extra demand as well as encouraging patients to cancel appointments they do not need.

We will review the issues you raise and feedback via Facebook and our website as well as in the waiting room so patients can see what we are doing to improve things. Thanks again for your feedback it is much appreciated.

Tracy Dell

Practice Manager

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