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Written by a patient
3rd March 2018


Trying to get a doctor's appointment is in possible to get even if the doctor wants you back in 2 weeks time you are told to ring on the morning to get one I start to ring at 8 o clock that morning cannot get through it could be twenty minutes then all the appointment s are gone so it maybe about Wednesday before you can get one if you are lucky the phone line is also a waste of time some days you cant get on it other times you may get though at 12 26 but that's to late because it finishes at 12 30 so again cant get any where on the day you need them they cant cope with the patient s now and they are still takeing on people

26th April 2018
Response from Hope Family Medical Centre

Dear patient, thank you for your review. Having taken over as Practice Manager in August 2017 it has been my first priority to improve the telephone system. I am pleased to say that we now have a new system which was implemented at the end of March 18 and which now facilitates a queuing system which is far more equitable to patients than the previous system. I have also introduced a number of other changes to support the receptionists to be able to answer calls quicker. In addition we now offer the facility to book and manage appointments online. It has been difficult over the past 12 months as we have had a full time GP off on sick leave. She has now returned and we hope that with the changes we have made, patients will find it much easier to contact the surgery and book appointments. As you will have seen in the news the whole of the NHS system is under pressure and we will never be able to provide enough appointments to meet demand on the resources we are allocated. All our staff are dedicated to providing an excellent service, and given the pressures they work with, they do an excellent job and will try and do their very best for every patient.

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