Acorn Group Practice 2016-04-28 Person 3 5 0

One of your receptionists is extremely abrupt. One day, I telephoned, at the appropriate time, to ask whether my blood test results had arrived. I was told some results had arrived and others were still waiting to arrive from the lab at Kingston. I was advised to call back later in the week. I telephoned back later in the week and spoke to the same receptionist. I asked whether the results had arrived back. The receptionist I spoke to said she was not allowed to tell me whether the results had arrived or not contrary to what she had done earlier in the week. The results could only be discussed with a GP. There is little point asking patients to call after 3pm for results if they cannot be discussed and receptionists cannot whether they have arrived back from the lab. I also find your appointment booking system discriminates against those who work. I have found that if I need a same day appointment I have to start calling from 8.30am exactly and then kept waiting, on one occasion, for over forty minutes before being told that the appointment available is in Hampton Wick. Surely, using IT and online appointments, that must be a way of ensuring that same day appointments can be made available to those who are not at home or in Twickenham during the day. On a positive point, I find the GPs very friendly, empathetic and clear, and the facilities superb.