Trinity Medical Centre
CS
Cj S. one year ago • From Google
Average
I've discussed this surgical practice with numerous individuals. The medical care appears top-notch when accessible. However, their appointment system is the most ridiculous I've encountered. My tenant is currently struggling to secure a doctor's appointment, and their system simply fails to accommodate his needs. In one instance, they scheduled an appointment but neglected to inform him. He was unprepared for the call and unable to answer while at work. To schedule a routine appointment, you go online and seemingly book an appointment. But it's not truly an appointment. You're actually requesting someone to arrange an appointment for you. And even then, there's no guarantee they'll contact you to confirm. Eventually, someone might schedule the appointment, and you're left hoping it falls on a suitable day and time, and that they actually communicate the booking to you. From conversations with others, they seem absolutely convinced this system is efficient. I, however, cannot discern any logic or advantage. What I observe is frustration among my tenant and others I've spoken with. Initially, workers can't simply accept arbitrary bookings made by someone unfamiliar with their circumstances. When a random appointment is scheduled without notification, some individuals (like a bus driver) may be unable to answer the phone, thus missing the appointment and receiving a critical note in their patient file. The only apparent logic is ensuring the appointment matches the correct clinician. But realistically, most people need to negotiate a suitable date and time around their hectic work and family commitments. My recommendation: maintain the appointment request system to allocate to the correct clinic, but then send a message to the patient stating their request has been assigned to a clinician, asking them to call and book a mutually convenient date and time. Personally, I believe the receptionists (or "call navigators," though they seem more like treatment delayers due to protocol) should be able to book appointments as they previously did. Some additional training in clinic identification would resolve many issues.
Amy-Louise S.