RD

Raven D. 2 years ago • From Google

Rating

Bad

Frustrating and unhelpful gp surgery booking system

I recently assisted my elderly mother in attempting to secure a medical appointment, and the experience was nothing short of frustrating. When she phoned the surgery feeling unwell, she was instructed to book online. Upon explaining she lacks internet access, she was bizarrely told to physically come to the surgery to complete an online form. This meant my already unwell, elderly mother had to drive to the surgery, fill out an online request form with a receptionist's help, then drive home and wait for a potential callback. The absurdity of this process is truly remarkable. When she expressed concern about this system's difficulty for older patients, the receptionist dismissively stated this was "the way forward". Having worked in a GP surgery myself, I understand staff challenges, but surely taking her details directly over the phone would have been more efficient and taken no more time than assisting her in-person. This approach effectively discriminates against elderly and vulnerable patients by creating unnecessary barriers to accessing healthcare. A medical practice should demonstrate a duty of care to all patients, not just those with technological capabilities. Making vulnerable individuals navigate complex digital systems to receive basic medical attention is fundamentally inappropriate and fails basic patient service standards.

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