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Impossible to get appointments

Story from nhs.uk

"Impossible to get appointments"

About: Emersons Green Medical Centre

I have for months been trying to get an appointment in order to be referred to my private health care plan.

it is a non urgent matter so have not pushed.

However, this is not a one off experience.

The appointments get booked as soon as they are released and unfortunately my work does not always allow me to sit on the phone for an hour trying to get through.

contacting the surgery is impossible.

I finally get through and start to take my details for the receptionist to then disconnect me, it takes me another 25 minutes to get through again to find the appointments gone.

it is about time the surgery look to better tools to allow contact, many surgeries now use Apps to alleviate this sort of problem.

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Responses

Response from Emersons Green Medical Centre 4 years ago
Emersons Green Medical Centre

Submitted on 17/09/2019 at 11:23
Published on nhs.uk at 13:07

Thank you for your feedback, we are sorry that you have not had a pleasant experience at the surgery. We are currently trying a new process for navigating patients when the first contact the surgery to make sure they are seeking help from the correct clinical pathway, this is taking longer on the phones lines which is making it harder to get through. Secondly we are in communication with our phone company as we are experiencing problems on a daily basis with our phone line.

Please accept our apology we are keen to make the experience at the surgery a better one and we have reduced the time for waiting for an appointment from 6 weeks to 2 weeks. If you wish to discuss in more detail then please contact the surgery.

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