Gold Street Surgery 2023-02-24 Person 1 5 0

Bearing in mind the current pressures on the NHS and Gp surgeries, I feel that Gold Street surgery Saffron Walden is still somewhat lacking in their ability to manage their patients appointments. Having had my appointment cancelled due to the Gp being ill, I was informed that I would have to call at 8am to rearrange an appointment. Having tried 2 mornings to do this, with no success, the receptionist was keen to end my call by asking me to try again next week. Even though the practice have a duty of care to provide me with an alternative appointment, it was clear that I wasn't relevant to them. There was no empathy or even any attempt made to be understanding of my situation even when I highlighted the facts, that their text message clearly stated they would strive to rearrange the appointment. This is a frequent scenario I encounter when speaking to their receptionists. It is also ironic that the Practice is keen to declare that they are welcoming new patients to sign up to the practice, when it is obvious to any existing patient that they cannot honour even simple courtesies like rearranging appointments. Extremely disappointing overall when it comes to their appointment staff.

For their reception and appointments staff to be more courteous and understanding, and more helpful on the phone and in person.