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The Practice @ 188
2015-06-08
Person
3
5
0
Written by a carer
Written by a carer 8th June 2015
Although there was a sign up that asked patients to be prepared to wait up to 30 mins for appointment, I waited for over an hour with my baby. Since the practice is small and my appointment was upstairs, I had to leave my pushchair downstairs and hold my cranky baby for more than an hour with nowhere to put her down, all the while wondering if my pushchair downstairs was still there! She was very tired and upset and I was late for a meeting due to the long wait. I find myself reluctant to make appointments due to this situation and if anything could be done to change this situation it would be greatly appreciated. Perhaps a text could be sent to inform us if appointments are running late. Additionally, where possible, appointments for babies could be given downstairs.
1st June 2019
Response from The Practice @ 188
We are sorry to hear of your negative experience with us and offer you our sincerest apologies for this. Your feedback is extremely valuable to us so that we know where we can improve our services. Whilst we do try to keep appointment waiting times to a minimum, each patient has different requirements and sometimes our clinicians have to spend more time with patients to ensure that they receive the highest standard of care possible. This does sometimes lead to appointments overrunning. We understand that waiting longer than expected for your appointment can be frustrating so, thanks to your feedback, we have now introduced longer timed appointments for those who need some more time with a doctor. We hope that this will help reduce waiting times for others. Furthermore, we have also introduced dedicated ‘downstairs’ appointments to make your experience with us as comfortable as possible. We hope that these changes will actively benefit you and other patients in similar situations, however if you feel that there is more we could do please do not hesitate to get in touch. Kind Regards, Quality Improvement Team The Practice @ 188