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Online and other service

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"Online and other service"

About: Robin Lane Health and Wellbeing Centre

The online service at this surgery is a joke went online to get an appointment for my 3 year old girl at 7.55am to wait for them to go live at ""8am"" by 8.01am all 9 appointments (yes thats right just 9 appointments) allocated for the online service had been allocated including the 4 I tried to book for my girl. This surgery clearly allocates the online appointments to the patients that walk in the clinic at 8am in the morning personally I think this is a disgrace as there are some people out there who might not be physically able to get to a doctors surgery for 8am to get an appointment, so as it stands have now been on hold for 21 minutes to get an appointment and had nothing but a one way conversation with the recorded message system stating that unless I'm rining to book an appointment I can find help online......highly doubt that!!

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Responses

Response from Robin Lane Health and Wellbeing Centre 5 years ago
Robin Lane Health and Wellbeing Centre

Submitted on 07/11/2018 at 09:58
Published on nhs.uk at 11:06

Dear patient

Thank you for taking the time to feed back your comments regarding your recent experience.

We are a busy practice and like all GP practices, our service and appointments are in great demand and so appointments do get booked up extremely quickly. As you can imagine, it is extremely difficult to apply an appointment system which suits everyone. The same appointments get released online, over the phone and in person and therefore when demand is high these go quickly, these are for the next working day.

The walk-in service is in place to be able to offer as many patients "on the day" appointments as possible as this tends to be where the greater demand is. We also provide evening and early morning appointments which are pre-bookable to cater to those who cannot attend throughout the week.

Robin Lane is now part of the Pudsey Hub which offers pre-bookable evening appointments Monday-Friday 6.00pm-8.30pm, as well as appointments on both Saturdays and Sundays.

We are sorry you have not found the service to be more accessible and hope we can provide you with a better service in the future.

Yours Sincerely

Joanna Ford

Site Co-Ordinator

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