"Inaccurate information provided by telephone"

I contacted the surgery on Wednesday 13 June 2018 and asked for a routine appointment. The member of staff informed me my appointment was next Friday, which was 22 June 2018 at 17:30. I visited the surgery on Friday 22 June 2018 only to be told my appointment had been booked for Friday 15 June 2018 at 17:30 instead (a week earlier). In a time when it's extremely difficult to get a doctors appointment, I find it unimaginable that staff would provide patients with incorrect information about when an appointment is. Can I make the following suggestions to help avoid similar situations occurring again in future:

1. Confirm the actual date and time of the appointment on the phone and not use confusing or misleading language such as "next Friday" which could be open to interpretation.

2. Set up an SMS text alert system so patients are fully aware of the appointment date and time (if not already in place).

3. Provide more transparency around how patients can book / manage appointments online. The prerecorded message when you call the surgery isn't clear enough, it would be helpful to see information leaflets within the reception area for patients to read.

All the staff within this practice are professional and polite, I've never had any problems whatsoever before. Please read this review as constructive feedback, not your typical vexatious review. I do feel it's crucial to consider that missed appointments cost the NHS significant amounts of money each year. Some missed appointments can be avoided by adopting a more proactive approach to patient appointments.