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Appalling appointments system

Story from nhs.uk

"Appalling appointments system"

About: Tynemouth Medical Practice

They never learn! It is almost impossible to get appointments and has been that way for years!

Today as an example. Woke up at 7:45 to book appt on line as the web says they go on line at 8am. From 7:55 to 8:10 there was nothing on there!

Got on the phone to make an appt as it also says on the web page. There are 20 in line and after 20 mins on the phone I am still in a queue of 11!

So, I have spent 30 mins trying to get an appointment and still have no idea if I will. I am also looking at at LEAST another 10 mins on the phone just to get through.

If this was a one off then it would not be so bad. Unfortunately it happens A LOT. I have put formal complaints in against the surgery and they say that will improve but it always comes back to the same bad service!

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Responses

Response from Tynemouth Medical Practice 5 years ago
Tynemouth Medical Practice

Submitted on 12/11/2018 at 11:09
Published on nhs.uk at 12:06

Dear Patient,

Thank you for your comments, as a practice we endeavour to offer the best possible care at all times and I am sorry you had reasons to be dissatisfied with our services.

All feed back received on this site is shared with our staff and used as an opportunity for learning and making changes as appropriate.

We are currently reviewing our appointment system to ensure it meets the needs of our patients also with regard to the telephone system we are in the process of an audit as recognise some patients have had difficulties getting through in a timely manner. I would hope as you continue to use our service that you will note positive changes going forward.

If you wish you can contact the surgery directly to discuss your concerns further.

Phone: 020 8808 4904

Please call within our opening hours and ask to speak to the reception manager.

Writing: Tynemouth Medical Practice, Tynemouth Road,

London

N15 4RH

Alternatively you can make a formal complaint by completing the complaints form which is available at the reception or writing a letter.

Additionally the practice has a suggestions box in the reception area so any comments you would like to make in the future can be raised here.

We hope that you continue to feel able to approach us directly with any concerns you may have.

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