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Charing Surgery
2015-05-21
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Written by a patient
Written by a patient 21st May 2015
Doctors have been great however getting an appointment is not. I work in London and have two children, children get sick at night and getting an appointment for the following day is very hard. You have to wait for a doctor to call you back rather than book a time so its the 'do I go to work dilema'. I need to be by my phone as you cant get through when you call back if you miss the call, im not always by my phone. I asked how they could help and the answer was nothing. I panic when my children are ill and dread trying to book.
I tried to book for a water infection, nightmare. Went in as advised, when i arrived it was the wrong time! they stop working between 1pm and 2pm? who does that?? The receptionist was awful. Gave a sample and she gave me a precription, I asked what it the diagnosis was and she said she didnt know. You can't email a complaint you have to write in.
So, they need to sort their appointment system out as it caters for those at home all day and not modern working families. Receptionists need to not be steryo typical doctors receptionists, however in fairness it depends who you get some have been helpful.
Pharmacy is great and mpore helpful than the doctors receptionists.
15th June 2015
Response from Charing Surgery
Thank you for taking the time to leave feedback. It's important to hear from patients so that we can make any necessary changes. I'm sorry to hear you have felt frustrated by the appointments system. It has been designed to accommodate the significant increase in demand for appointments that this practice, in common with other practices, now has to manage. The telephone triage is also designed to offer flexibility to our patients that are working, as it allows them to have contact with a GP without taking a day off work for a face to face appointment. In terms of the telephone triage we offer a guideline as to when the GP will return the call- usually withing the next 2 hours. If a patient can only receive calls at a certain time this can be recorded on the booking notes and a doctor will try to call at that time. The surgery does not close during the day and I apologise if this is the impression you were given. The GP's do not see patients in the surgery between 1pm and 2pm as that is when they are dealing with home visits and referrals/admin from the morning clinic but there will always be a receptionist at the front desk at this time as there are nurse/HCA/physio appointments taking place during that time. As practice manager I am always happy to meet with patients to discuss any concerns and to deal with them immediately. This also allows me to identify who a patient has dealt with on that occasion and to follow up any training requirements or with any communication issues. Thank you again for your feedback and I trust you have a more positive experience in the future.