Nems Platform One Practice 2021-12-29 Person 2 5 0

The booking system is broken, making it time wasting and unfair. Even though they advertise that they have an online booking system, in reality the only way to book an appointment is via their telephone line, which opens at 8am. If I call at 8am I find that I often cannot get through at all, even when I call repeatedly. When I do get through I often find that I have a long queue ahead of me. This means I regularly wait on the line for between 45 minutes and an hour to speak to someone. At the end of that time it has been my experience on several occasions that I get a message to the effect that they were not able to take my call and the line is cut off. This means I have to call again and often find myself once again at the back of the queue with a similar wait. This process can be repeated several times. By the time I get through this broken system I am sometimes told that there are no more appointments available that day even though I have done everything I can to secure one. I am also sometimes told that I cannot book a future appointment, even though my request is non-urgent because they have no future slots.

Fix the booking system