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No differentiation for patients who work full time

Story from nhs.uk

"No differentiation for patients who work full time"

About: Grove Road Surgery

I have had exceptional treatment from one GP at this practice but unfortunately she has now left after being unwell for some time. As have other GP’s at Grove Road. The lack of GP’s impacts patients who work full time and are now no longer to book online (never has any appointments available) and I found out today advance appointments are not possible. Only same day appointments can be made via the old system of booking, calling at 8am and redialling till call answered or calling after 2.15 and redialling.

However, neither guarantees an appointment as I found out today after taking a morning off work to get an appointment. I called and redialled as line was busy eventually going in to reception to be told all appointments has gone. The last time I tried to get an afternoon appointment I queued outside practice until the doors opened at 2 and along with others was given a ticket, took a seat and waited for my number to be called after 2.15. Unfortunately my number wasn’t a winner as all appointments had gone by the time they got to my number. The receptionist I spoke to today was extremely unhelpful stating that everyone is in the same position and others also work. Did she think I didn’t know that others work? I found her customer service to be quite insulting rather than helpful. Delivery of bad news is always received better by showing a little bit of understanding, perhaps even an apology. Customer service training wouldn’t go amiss.

So it seems this system of booking currently discriminates against people who work full time 9 to 5 Monday to Friday. as appointments are only available to those who can hang on the phone at certain times of day. In my case these times fall during my working hours Monday to Friday when I am travelling to work or at work. I cannot make an appointment at lunchtime as lines closed till 2.15. There are no appointments on Saturday. The practice has changed radically but what has always been an archaic appointment system has not.

I was very disappointed that the GP I was fortunate to see had left. I now see no reason to stay at this practice as even after taking a morning off work I still can’t get an appointment.

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Responses

Response from Grove Road Surgery 5 years ago
Grove Road Surgery

Submitted on 10/09/2018 at 14:38
Published on nhs.uk at 15:06

Thank you for your feedback. Can I apologise on behalf of the surgery for the difficulties you have experienced when trying to make an appointment. We do realise that the last few months have been difficult for patients and staff alike and on some occasions our appointments for the day have reached maximum capacity in a short period of time.

These lack of appointments are not unique to this surgery as we know from others and the media that there is a significant shortage of GPs. I accept that this surgery may have been under more pressure due to two partners leaving for personal reasons.

Despite our enormous pressures we have had many compliments from individual patients praising our efforts to keep the surgery open and we thank them for their understanding. I am sorry that this was not your experience.

With regard to your statement regarding staff unhelpfulness, please accept our apologies that you feel our staff are rude. We appreciate your feedback and will address this, as we regularly undertake staff training.

We are very pleased to announce that we have a full time GP starting with us in October which should alleviate some of the pressures on the appointment system.

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