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Hopeless administrative and appointment service

Story from nhs.uk

"Hopeless administrative and appointment service"

About: The Lawson Practice

I go to the Lawson Practice about once a year.

Each time, the reception staff treat me as if they don't want patients / like I am intruding on something better they have to do.

They have a ridiculous appointment service, where you have to get to them "as soon as possible" after 8am to make an appointment for that same day.

You can't ask for an appointment for a day in the future - any day!

Only for that day.

If you get to see the doctors or nurse - they are fine, but having to get passed reception - the worst customer service ever, makes it a very negative experience overall.

After five years I have had enough and am moving to another practice.

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Responses

Response from Deborah Colvin, GP, The Lawson Practice, The Lawson Practice 4 years ago
We are preparing to make a change
Deborah Colvin
GP, The Lawson Practice,
The Lawson Practice

Submitted on 17/07/2019 at 14:48
Published on Care Opinion on 18/07/2019 at 10:01

I am sorry to hear that you have found the appointment service ridiculous. We changed our system a year ago because patients were having to wait too long to be seen and we needed to try and improve our access. It is very difficult trying to manage a system that works for everyone. Some patients have been pleased with the new system and some have found it difficult. We think it is partly not working as well as it should because of the shortage of GPs which is a national problem at the moment. The receptionists have a difficult time because they can't always say yes to people. However any patient who has an emergency will always be offered the duty doctor and seen as appropriate. We are committed to continue to work on the system and to tweak it to try and improve things for everyone. We wish you luck at your new practice.

D Colvin

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