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Care Opinion

The appointment system

Posted By Travis

"The appointment system"

About: Lerwick Health Centre

(as a service user),

This system is not acceptable. We are unable to make an appointment unless we telephone at 8.30. As everyone phones at this time , there are no appointments left by 8.45.  If we feel we wish to see someone the same day, we have to fill in an emergency form.  This is demeaning. The staff at the Health Centre have not been helpful.

Let s have some common sense please .change this poor situation. 

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Responses

Response from NHS Shetland 4 years ago
NHS Shetland

Submitted on 23/07/2019 at 11:50
Published on Care Opinion at 11:50

We are sorry you have found the appointment system unsatisfactory. We are experiencing an increase in demand for appointments at the same time as some staff have had to be away from work for various reasons. We are monitoring our staffing numbers and demand figures, and are taking steps to temporarily increase staffing over the next few weeks.

The Lerwick Practice appointment system works the same way as every other practice in Shetland on a first come first served basis.

If all of the day's appointments have been booked but a patient feels that they need to be seen the same day we would advise them to request an emergency appointment form which is then assessed by a clinician once they have seen all of their booked patients. Please ask the reception staff to explain this process if you require further clarification.

Carolyn Hand

NHS Shetland Corporate Services

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Update posted by Travis (a service user)

Hello

I have no doubt you are under pressure. However this system of everyone telephoning at 8.30 is just not workable. I understand there are many missed appointment. However it is a more efficient system to be able to book an appointment in advance. Many people are working and it is very inconvenient indeed to have to stand in a queue for 20 -30 minutes orso, even though they began phoning at 8.30.

In addition, employers are not at all happy that their staff member will simply inform them at very short notice, that they have a doctor' s appointment. In the Care industry I, as an employee would not be able to do this.

I have attended surgeries in Scotland, and have been able to book an appointment easily in advance. This applies in other parts of Shetland.

The Lerwick Health Centre has been short of Doctors etc for years. I see no continuity whatsoever. Clients might fall under the cracks.

The place is shut each wed and sat afternoon.

. How many appointment are lost by this system.

Staff training every wed afternoon, in my opinion is somewhat excessive.

The reception area is the most unwelcoming surgery I have ever entered. There is no welcoming receptionist. In fact none of these people can now be seen.

Many people entering any surgery are often apprehensive already. A friendly face is required. Not an appointment screen.

I lately had reason to speak to someone both by telephone and also to pick up an item in person.

The person answering my call was unhelpful and quite dour.

After pressing the receptionist bell, no one came for at least4-5 minutes. Simply not acceptable. Again the person was simply dour.

We are all aware of the NHS problems, but for goodness sake let us try to work together. Many people are not time wasters. All deserve respect.

Lastly just remember who pays for the NHS. We workers do.

Response from Carolyn Hand, Corporate Services Manager/Complaints Officer, Chief Executive's Department, NHS Shetland 4 years ago
Carolyn Hand
Corporate Services Manager/Complaints Officer, Chief Executive's Department,
NHS Shetland

Submitted on 25/07/2019 at 10:13
Published on Care Opinion at 10:13

Thank you again for your feedback. The Lerwick Practice always welcomes realistic suggestions that can be implemented in a sustainable way to improve the patient and staff experience. If you would find it helpful to discuss this further, please contact the Practice Manager directly at: shet-hb.contactlerwickpractice@nhs.net

Thank you

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