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Capelfield Surgery
2016-07-30
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Written by a patient
Written by a patient 30th July 2016
Awful. I cannot get an appointment at this surgery. I tried to make an appointment for a Saturday morning the only time I can attend due to work commitments (I thought there was meant to be a 7 day NHS?) and was told I couldn't book an appointment and had to phone back at a pre allotted time in 6 days to make appointment. This is ridiculous. I was talking to someone there and then but was told I had to call later. In no other service industry can I think that would happen. I have sympathy for the receptionist whose hands are tied by this farcical policy so I asked to speak to the centre manager. The receptionist said they were unavailable but would call back. Suffice to say they did not bother. Thankfully I have almost no call to interact with the NHS and am angered at the contempt this GP surgery shows for its patients and the people who pay for it.
20th December 2016
Response from Capelfield Surgery
Apologies for not replying sooner. Thank you for feedback. We are sorry to hear that you have not been contacted by our practice manager as this is what our reception team advised would happen. We appreciate your frustration and are working as a team to try and improve patient access as well as internal communication to ensure messages are auditable so if there are lapses as described in your comment we can identify an area for improvement. As a GP practice we are contracted to provide primary care to our patient population from 0800-1830 Mon-Fri. In response to patient feedback we now offer a prebooked Saturday morning clinic as an additional service. We agree that we are bound by multiple policies which is unavoidable. Should you feel able to contact our practice manager directly we would be keen to received constructive feedback on how the service can be improved; we would however ask for your understanding that we are working to our utmost highest standard.