Old Cottage Hospital Surgery

Written by a patient

The appointment booking system is just awful. It is routine to get engaged tone after engaged tone for up to 30 minutes in the morning, and then when you do get connected you can be on hold for another 10 minutes before actually getting to speak to anyone (I am listening to on-hold music right now, interspersed with encouragement to use the website to book appointments - I tried this and the earliest offered appointment was 10 days (yes, you did read that right, 10 days) from now. I have always had great service from the doctors in the practice, but the booking system is terrible.

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Written by a patient

Surgery only accepts appointments on day. Phone line continuously engaged from 08.30 each morning. When you manage to get through you are held in a queue. This morning I managed to speak to appoinments at about 08.50 to be told that they are fully booked today. This is the normal response I receive when trying to book. I have repeat ear and eye infections, the third time in the past 3 months. The booking system is the same on each occasion. You are told that they are fully booked and to try again the next day. You need to insist on speaking to a doctor and, in the end, you are given a slot. I never have any problem with the reception or person answering the call, they try to help but the system is extremely poor. They have an online booking system that is farcical and unfair to anyone that is not online. The doctors are also always helpful.

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Written by a patient

It is extremely difficult to get an appointment. Telephone appointments are only available on the day and it is difficult to get through. This morning I started calling from 08.28 and received continual engaged calls up to 08.52. Once the call was answered, I was in a cue for 10 mins and when through, I was told there were no appointments available that day, mainly due to lack of Doctors. Eventually, I was put on a waiting list for cancellations. This was not a one off experience but, unfortunately it is a regular occurrence. I cannot use the online booking system as their Patient Access support cannot log me on.

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Written by a patient

I have been a patient at the Old cottage hospital since 1992 and up until my doctor retired never had a real problem getting either a phone call or an appointment. Just recently my life has taken a downward turn and I feel like I need some help, but cant get any when i rang for an appointment i was told that on wed I can call and try and get an on the day appt so that is a waiting time of nearly a week or I can have a phone call on the friday which is over a week, I am totally disgusted

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Written by a patient

I phoned up today to get an appointment over the phone regarding my antidepressants which I have just had upped. Getting on the phone I was met with "is this an emergency" - baring in mind on the phone they state "if it's an emergency please hang up and dial 999". I stated I needed to speak to someone about my medication and I was running low. I was met with this isn't an emergency and wanted to know what tablets I take and that I should take control over my medication, what? I even stated again they are antidepressants and she said, NOT AN EMERGENCY. I was then told I should have called earlier; which is impossible because you can never get through and your left waiting sometimes up to an hour on the phone. She put me down for a phone call and again kept stating this isn't an emergency and then was very rude telling me if "I miss this call they wont ring you back, you know, not an emergency" I'm sorry but since when did the receptionist become a doctor?? Taking and having my medication is vital and being met with such rudeness because I need my tablets isn't on. People need their medication simple as but when you throw mental health into the mix you need to be more aware. I have never been met with such rudeness, lack of empathy and no understanding of why I needed my tablets. Mental health is so important and being met with someone like that over your pills, which are so important for your recovery, is not on. They really need some training because mental health IS AN EMERGENCY. Disgusting service.

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