KK

Kathryn K. 10 months ago • From Google

Rating

Bad

Confusing appointment system with unclear instructions

The new appointment booking system is quite confusing. The NHS App directs you to call the surgery, but the surgery's message instructs you to complete a form on their website. There are two websites available, and one of them is not functional. Locating the form on the working website is difficult, and once found, it indicates that form review may take up to 2 days, though responses are stated to be "normally" received within 4 hours "if your request is submitted before 1pm" - the meaning of this condition is unclear. The form requires you to focus on a single issue only, which is problematic if you have multiple concerns or if they are interconnected. Selecting SMS as your preferred communication method results in receiving a text with appointment details, and you are given 30 minutes to respond or the appointment will be automatically cancelled. There is no flexibility to reschedule if the time is unsuitable. The text includes a link to reply, but it directs you to a page displaying your form with the appointment details overlaid and a comments section. However, there are no clear instructions on how to accept, modify, or confirm the appointment. Additionally, the clinical assessment of your form appeared as a separate appointment in the system, creating the impression of two different appointments at different times. This confusion was only clarified after speaking directly with the reception team. The SMS also contains a link to an alternative urgent care service as an option instead of confirming your appointment. It took over an hour and twenty minutes of effort to eventually confirm the appointment by telephoning the surgery directly. This system creates barriers for those without a smartphone, those with typing difficulties, those with dyslexia, or those without internet access. All other patients require considerable patience and significant time investment simply to book a GP appointment at this practice.

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