GR

Gemma R. one year ago • From Google

Rating

Bad

Patchs triage system fails patient completely

I rarely need medical attention, but today's experience with my doctor's office was incredibly frustrating. I called and was directed to use Patchs, an online consultation service. I had to log into an online form, missing the personal touch of direct communication. After answering numerous irrelevant questions and specifying my availability after 5pm, I expected a call. Instead, I received a text confirming an appointment that conflicts with another commitment. When I called to reschedule, an unhelpful receptionist informed me I'd need to restart the entire Patchs triage process the next morning, claiming I should have noted my unavailability. Apparently, I was supposed to anticipate an appointment before it was even offered. Now I must use another Patchs slot, potentially taking resources from someone else, simply to reschedule an appointment that Patchs already determined I needed. Every interaction with this practice has been a hassle, and I'm grateful these occasions are infrequent. The current system seems designed to discourage patients from seeking medical help. It's no wonder health issues go unaddressed when accessing medical care is such a complicated process. I acknowledge the NHS does incredible work, but the patient experience desperately needs improvement. Making it easier to see or speak with a doctor should be a priority.

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