Beversbrook Medical Centre 2022-10-03 Person 2 5 0

On several occasions when I have arrived for my appointments I have been told that the appointment is at a different surgery to the one I was advised when I booked the appointment. The first few times I thought it was my mistake, but since this continued to happen I take careful note of where the appointment is located. At the time of booking, I double checked with the receptionist on the phone, wrote the location in my notebook and diary immediately. Once again on this occasion - at least the third time since I started being careful - I arrived and the receptionist told me a different surgery to when I booked. I cannot be the only patient experiencing this, arriving to the appointment as instructed only to be told the computer has the appointment at a different location. I insisted to the receptionist that I had been told the appointment was a beversbrook. She was helpful and a nurse managed to squeeze us in. On a previous occasion I was told that if I didn't make it across town with twin toddlers in time for the original appointment it would be marked on my record as none attendance. This continuing mistake by the surgery is stressful and inconvenient. I resent being blamed for the surgery's mistake. I agree with other reviews that the organisation of Beversbrook has deteriorated since it joined the Platform house partnership.

What you can do better is: Correct whatever is wrong with your process that the location at the time of booking and the location at the time of attendance is altered without informing the patient. Improve your text reminder format to make the location MUCH clearer. Showing the location as "Paterford house partnership" does not make it clear that the appointment is at Patford house surgery and not Beversbrook, part of the partnership. Do not reply on the appointment reminder alone to inform patients that you have changed the location. Take responsibility for your mistake and stop blaming patients. It is unfair to record such incidents as patient non attendance when they should be recorded as the surgery's mistake.