TB

Tiffany B. 3 months ago • From Google

Rating

Bad

Online booking system needs serious improvement

The recent online system changes are frustrating. I'm unable to access certain features and encounter difficulties when attempting to schedule appointments through the online portal, as the process directs me to complete a form that appears to have technical issues. This approach seems particularly problematic for older patients who may struggle with digital systems. If appointments aren't being booked by reception staff through traditional methods, it's unclear what their role has become.

Dr Khuroo's Practice

2 months ago

Thank you for your feedback Tiffany. We are sorry to hear that you feel frustrated and appreciate you taking the time to share your concerns. Our practice has introduced an Online Triage System to ensure all patient requests are assessed appropriately and directed to the most suitable service in a timely manner. We understand that not all patients are comfortable using online systems, and we would like to reassure you that our care navigation team are always available to support patients over the phone, including those who are elderly or do not have internet access, by completing the process on their behalf. Regarding your recent contact, you were appropriately signposted to the NHS Pharmacy First service for your child’s symptoms, as pharmacies are able to assess and provide treatment for conditions such as hay fever and conjunctivitis promptly. We have been informed that the pharmacy did attempt to contact you and left messages asking you to bring your child in before 6pm, but unfortunately have not yet received a response. As they provide this service independently, we would encourage you to contact them directly to arrange assessment. We would also like to respectfully clarify that our reception and care navigation team play a vital role in patient care. They are trained professionals who ensure patients are directed safely and efficiently to the right service. Comments regarding staff pay are inappropriate not reflective of the important work they carry out daily in supporting all our patients. We remain committed to providing safe, accessible, and high-quality care, and are continually reviewing our systems to improve patient experience. Thank you again for your feedback. Kind regards Practice Manager

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