"I find it continually impossible to get an appointment, at any time or period of notice, to see a doctor. The only available route is to join a long telephone queue, only available at 8am on certain days. The line is always engaged and it requires continuous power dialling to eventually get through, then to be told no appointments are available.
The practice needs to engage an ounce of intelligence, sadly lacking, to design a workable appointments system. Some of us are otherwise occupied at 8am and dislike being held hostage to timing by an inconsiderate practice management. Access to online bookings appears to be granted only by interview - extraordinary.
Practice reception staff show the same lack of respect for their patients. I recently witnessed an elderly patient being rudely turned away because she had spent 10 minutes trying to get the screen check-in to work, and was promptly told quite loudly that her appointment was forfeit as a result. I hate to think what the poor woman had to go through to reinstate her visit.
I was then given the same treatment - "Sorry, you're over ten minutes late and your nurse appointment has been cancelled. You'll need to re-book". When I explained that I had arrived on time and had been watching the receptionist deal with only two other patients ahead of me in all that time, my appointment became suddenly valid again.
You know when any organisation has completely failed its customers when they post the horrible 'We won't tolerate any abuse of our staff....' notice, quite prominent in the Wellbrook reception. Shame on you.
Absolutely appalling and nothing to do with systemic NHS problems, just lack of thought and training."
–John T, 23rd August 2018
The practice needs to engage an ounce of intelligence, sadly lacking, to design a workable appointments system. Some of us are otherwise occupied at 8am and dislike being held hostage to timing by an inconsiderate practice management. Access to online bookings appears to be granted only by interview - extraordinary.
Practice reception staff show the same lack of respect for their patients. I recently witnessed an elderly patient being rudely turned away because she had spent 10 minutes trying to get the screen check-in to work, and was promptly told quite loudly that her appointment was forfeit as a result. I hate to think what the poor woman had to go through to reinstate her visit.
I was then given the same treatment - "Sorry, you're over ten minutes late and your nurse appointment has been cancelled. You'll need to re-book". When I explained that I had arrived on time and had been watching the receptionist deal with only two other patients ahead of me in all that time, my appointment became suddenly valid again.
You know when any organisation has completely failed its customers when they post the horrible 'We won't tolerate any abuse of our staff....' notice, quite prominent in the Wellbrook reception. Shame on you.
Absolutely appalling and nothing to do with systemic NHS problems, just lack of thought and training."
–John T, 23rd August 2018
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