LM

Lisha M. 5 months ago • From Google

Rating

Bad

Online booking form left unprocessed for days

The practice uses an external call handling service rather than managing phone lines directly. To arrange an appointment, patients must complete an online form. After submitting one on a Wednesday evening, I had received no response by Thursday evening, so I called. I selected the callback option when prompted but nobody returned my call. On Friday morning, I finally reached someone who apologised and said they couldn't locate my submitted form. They took my details again and said a clinician would contact me during the day. As 5pm approached with no call, I rang back out of concern. The person who answered stated they had no record of my previous call and that I wasn't scheduled for a clinician callback. I was asked to resubmit my form. Given it was late Friday, there was no realistic prospect of speaking to a clinician before the weekend. The appointment booking process felt inefficient and gave the impression that patient care was not a priority.

Glenlyn Medical Centre

4 months ago

Dear Lisha, Thank you for taking the time to write to us. There is a formal complaint process via the website, and you are more than welcome to address these matters here. I would like you to know that our telephones have been outsourced for a number of years. This is common within the NHS. Regarding the forms, the NHS directed primary care to operate what it calls total digital triage - that is no matter how you contact the practice, either via the phone, via a form or in person, your request is put through a triage process. That is an NHS mandated process all GP practices use a similar process to ensure that those in most need are able to access care in a clinically appropriate time frame, rather than the old, first come first served model that left the seriously ill vulnerable to worsening conditions because they were unable to make a call or stand in line first. Regarding your calls, we will investigate, but do ask that you contact us directly so that I can ensure that I have the right patient

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