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new appointment system a disaster

Story from nhs.uk

"new appointment system a disaster"

About: Stirling Road Group

Trying to get an appointment is like playing the lottery even if you go to the surgery the receptionist cant give you an appointment only over the phone which is were the lottery comes in when you do get an answer the machine kicks in button pressing time then a lecture from a doctor asking if your request is really necessary, followed by more ringing the a voice saying you are no 10 in the que.First question what role is the receptionist doing except telling people to use there phones!! This surgery has had its problems and after a slight improvement has now relapsed into utter chaos . My wife managed to get an appointment to see a doctor but not at sterling road but Collins Park surgery 5 miles away!!!This place requires a lot of work !!"!"

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Responses

Response from Stirling Road Group 5 years ago
Stirling Road Group

Submitted on 27/11/2018 at 09:50
Published on nhs.uk at 10:05

I am sorry that on this occasion the organisation did not meet your expectations and you have cause to raise this concern. Please be assured that at Access Health Care we seek to learn lessons.

A new telephone system has been installed and the number of staff available to answer has been increased which will improve the ability for patients to get through. The new system also gives us data to use so we can further refine staffing levels at peak periods.

The change in being able to make an appointment at reception is to ensure equitable access for all patients not just the ones able to walk into the surgery. For patients that do walk in we have provided a telephone so they can phone the patient line and go through the same triage system as all other patients. We have also provided a PC so they can use our online services if registered.

While I hope all of your concerns have been fully addressed, I appreciate that you may have further questions which I would be happy to respond to if you would like to contact the surgery.

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