Okehampton Medical Centre

Online booking system creates unnecessary barriers

On both occasions I've needed to access this GP surgery, their online system has been the biggest obstacle. Back in July 2020, I had a serious ear infection that had persisted for well over a week and would bleed occasionally. I called up and their automated messaging system told me to log it online, which I thankfully ignored. I eventually got through to a receptionist who told me to log it online again, but I persisted in wanting to speak to a GP — the receptionist eventually said they would have a GP call me back at some point, but they were really busy and couldn't guarantee the call or appointment would be today. Not 5 minutes later, I received a call from the GP who triages the condition and books me in for an appointment within 15 minutes (contrary to what the receptionist said) I then arrive, the Medical Centre is basically empty and the GP says this is one of the worst cases of this type of infection they've ever seen and thanked me for coming in so soon, for which I thanked them, but stated the biggest obstacle to me coming in was the receptionist and online system. I'm prescribed some medication, which thankfully clears up the infection very quickly. My second and most recent attempt at getting some information was several years later. I was invited to travel abroad in late August and I wanted to know my vaccination history for travel purposes and whether any vaccines were recommended for my destination. I tried looking online on the website, but none of the options seemed applicable. I called up and eventually got through to someone who informed me they could send me these details via text and if I needed any, I could book an appointment via text, which I was happy with and agreed to. I then had a missed call about 15 minutes later, which I wasn't expecting as I was told I'd be sent the details via text and that I would have to wait for the follow-up call a week later, which was scheduled for 2pm. In the meantime I contacted the Medical Centre via Facebook to ask if I could be sent the details via text or email, as I didn't see why a call was really necessary given the simplicity of the request. I was informed it was not possible, but that I could sign up for the NHS App, which apparently lists vaccination history. I later downloaded the NHS App and signed up, but nowhere can I find vaccination history at all. Nearly a week goes by and 24 hours before the scheduled appointment, I receive a second text stating the call would now be anytime between 1-3pm. I then receive a text a day later informing me the appointment was cancelled and it would be re-booked a day later anytime between 10-12am. I receive a call a day later and a healthcare professional informs me that given my destination country, it would be advisable to have some boosters, which I agreed to and a visit was booked for later in the following week. During this time, my trip was unfortunately cancelled, so I tried to contact the Medical Centre to ask whether I should cancel the appointment or proceed with the vaccinations, as the healthcare professional did say they would be good to have in-general given my age and how long it's been since my last vaccinations, but I don't want to waste their time if it's no longer necessary. I was informed by the receptionist that they can't answer these questions and to log it online and I'd receive a reply in 5 days, which would have been after the appointment was booked in anyway. In the end I gave up and just cancelled the appointment.