Whinfield Medical Practice
KK
Kiepatty91 K. 4 years ago • From Google
Bad
I felt let down by the way my appointment was handled. An appointment I had been waiting several weeks to attend was cancelled on the morning it was scheduled, with the explanation that an attempt had been made to contact me by phone. When I questioned this decision, I was told it was because I had previously communicated with the medical team through the online patient portal, which apparently warranted cancellation. I felt frustrated that responsibility was placed on me for not returning the missed calls. I would suggest the following improvements for future situations: 1) Staff should not unilaterally decide to cancel appointments based on their own judgement about whether patients warrant an appointment slot. 2) Cancellations should not occur after a patient has already waited an extended period for their appointment. 3) If cancellation is necessary, it should not happen on the same morning when patients may not yet be awake. 4) When an appointment must be cancelled, patients should receive a clear message stating this directly, rather than being asked to call back regarding an unspecified matter. 5) The decision-makers involved in cancellation decisions should communicate directly with patients rather than delegating this responsibility to reception staff. I have decided to seek care elsewhere. While I found the clinical staff to be professional and helpful, and I recognise the reception staff were placed in a difficult position relaying this decision, I feel the overall experience has not met my expectations.
Stanley B.