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Northdown Surgery
2016-03-17
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Written by a patient
Written by a patient 17th March 2016
I think the whole booking an appointment thing is a farce, I tried booking an appointment online only to find the earliest date was over 3 wks away which isn't any good for anybody especially when I'm an agency worker and never know what shift I'm doing til a couple of days before and I can't afford to take time off work. I then tried to book an appointment over the phone, I tried over 30 times between 0800 - 0830 before I finally got through to someone who then told me all the appointments for the morning surgery were gone and to try again in the afternoon. I told the receptionist that I was unable to do that as I had to go to work at 2pm, I then asked if I could make an appointment for tomorrow to be told that they are unable to book appointments for the next day and that I can only make an appointment by phoning in the morning after 0800 for that day in question. so I have still been unable to make an appointment. 3 wks for an appointment is absolutely diabolical.
3rd May 2016
Response from Northdown Surgery
I am extremely sorry that you have had such a poor experience of the telephone and appointment system at Northdown Surgery. Please be aware that we are trying very hard to change things for the better. Our new full time Reception Manager started today, 3rd May 2016, and our new reception rota also commenced today. We will now have 5 staff available to answer all the telephone lines in the morning and 4 staff covering reception until 16:00 (with 3 covering after 16:00 and until 18:30). We are struggling with access currently as two of our clinicians have left, one has reduced her hours and another will be leaving us later this year. We have been advertising for new clinicians since the end of January but, unfortunately, there is a nationwide issue with finding GPs currently. However, we have a new clinical member of staff starting at the end of this month. Please do not lose faith with the surgery for we are trying extremely hard to change things for the better. In the meantime, if you have any problem getting an appointment (paritcularly bearing in mind you are a shift worker) then please do not hesitate to contact me.