HH

Horticultural H. 3 years ago • From Google

Rating

Average

Struggled for weeks to book an appointment by phone

I have been a patient at this practice for over two decades. The reception team has generally been courteous and efficient, though there have been occasional exceptions. The clinical staff have consistently demonstrated engagement and empathy during consultations. I had not required an appointment for several years, but recently found myself needing one. The process of securing an appointment took approximately a month without success. My initial attempts to book by telephone were unsuccessful, as I was unable to reach anyone. I searched for an email contact option but could not locate one. I therefore decided to visit in person to arrange an appointment. The receptionist was helpful, and I explained my situation, only to discover that my previous clinician was no longer at the practice. On my first visit, I was informed that my assigned clinician was unavailable and that appointments could only be booked within a one-week window. On my second attempt, I learned that this clinician works part-time and had no availability within that timeframe. I then asked whether I could book with another clinician in advance, but was told that appointments with other staff could only be arranged on the day itself. As someone in employment, I have exhausted my options for accessing care. This feedback is not intended as criticism of individual staff members, but rather to highlight that the appointment systems in place appear to prioritise the practice's operational convenience over patient accessibility. I also note that the practice encourages patients to use alternative communication methods when posting reviews, yet this approach may present significant barriers for many patients. There appears to be an imbalance in how easily each party can communicate. Principles of ethical healthcare practice include beneficence and fairness, which seem difficult to uphold when access to services is limited. This approach also appears inconsistent with public health messaging that encourages people to seek medical advice for concerning symptoms. I would welcome a thoughtful response to these observations.

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