SR

Suzanne R. one year ago • From Google

Rating

Bad

Online booking system caused appointment confusion

I have been attending this surgery for nine years and have previously spoken very positively about it. However, my recent experience has left me feeling significantly disappointed. The new online system for booking GP appointments has proven to be problematic. I have been dealing with a long-standing health condition that causes considerable discomfort, even with prescribed medication to help manage it. This has resulted in me needing to take time away from work. I was able to have an in-person appointment with a clinician who was very supportive and arranged for me to have a scan. I received a text message indicating the results were satisfactory. However, there was no further contact, and despite still experiencing significant symptoms, I was advised to book another appointment to discuss next steps—which has proven difficult to arrange. I submitted electronic consultation requests indicating I would receive a response by the end of the day, but this did not happen. After speaking with reception staff, I eventually received a booking link. I booked an appointment with the same clinician I had previously seen. As I was unwell at the time, I needed assistance from someone else to complete the booking. I selected the location, confirmed the clinician, and chose my preferred time slot, then took the day off work to attend. On the day of my appointment, I discovered a voicemail informing me it would be conducted by phone and that I would need to complete another electronic consultation form. I am unclear why this was not made apparent during the booking process, particularly given that a location had been displayed. The reception staff member was very compassionate when they saw how upset I was. I am now considering whether to change to a different surgery for myself and my family, and I am thinking about making a formal complaint. I am struggling with my health continuously. I am also a full-time working parent with additional caring responsibilities. My wellbeing has deteriorated significantly, and I have lost confidence in seeking further support.

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