Reply from The Fryent Way Surgery
Thu, 11 Oct 2018 11:52:48 +0100

Dear Anonymous, Thank you for your comment. We are sorry that you have had a negative experience with our on line services. Please note that it is the NHS and not the practice that has set up the on line service. We are aware that the appointments system on the on line access changed a few weeks ago. We are not happy with the changes either and have reported this back to the on line service provider. We do release the majority of our same day appointments between 6 and 8.30am daily. We are more than happy to show patients this is the case. We are keen to reduce the number of telephone calls coming into the practice by offering on line access. We still have appointments available for this morning and it is only on the most busy days or when we have clinical staff on leave that we may occasionally be short of appointments. If patients want to see what appointments are available at any given time or you want to see the screen we see when you phone please come and speak to our practice manager and we will be more than happy to show you. Our aim is to help patients understand and navigate and use our appointments system so that we can reduce the number of negative experiences and comments. We have considered an automated telephone booking service but we are being told that the NHS drive is towards fully integrated online access avoiding the need to use a phone. We do make sure online appointments for the same day are made available to all patients. This practice has made sure they do provide the appointments needed for all their patients. On days that clinical staff are on leave or when patient demand is high we do, like any other GP practice in the UK, find that our appointments are fully booked. Please come and speak to our practice manager, talk to us and we can show you and explain to you how our appointment system is set so that it works as well as possible for our patients. Once you have seen our system and if you still feel we could make changes to improve patient experience we are more than happy to listen to you and action any changes suggested. Wishing you good health.

Reply from The Fryent Way Surgery
Thu, 11 Oct 2018 11:53:48 +0100

Dear Anonymous, Thank you for your comment. We are sorry that you have had a negative experience with our on line services. Please note that it is the NHS and not the practice that has set up the on line service. We are aware that the appointments system on the on line access changed a few weeks ago. We are not happy with the changes either and have reported this back to the on line service provider. We do release the majority of our same day appointments between 6 and 8.30am daily. We are more than happy to show patients this is the case. We are keen to reduce the number of telephone calls coming into the practice by offering on line access. We still have appointments available for this morning and it is only on the most busy days or when we have clinical staff on leave that we may occasionally be short of appointments. If patients want to see what appointments are available at any given time or you want to see the screen we see when you phone please come and speak to our practice manager and we will be more than happy to show you. Our aim is to help patients understand and navigate and use our appointments system so that we can reduce the number of negative experiences and comments. We have considered an automated telephone booking service but we are being told that the NHS drive is towards fully integrated online access avoiding the need to use a phone. We do make sure online appointments for the same day are made available to all patients. This practice has made sure they do provide the appointments needed for all their patients. On days that clinical staff are on leave or when patient demand is high we do, like any other GP practice in the UK, find that our appointments are fully booked. Please come and speak to our practice manager, talk to us and we can show you and explain to you how our appointment system is set so that it works as well as possible for our patients. Once you have seen our system and if you still feel we could make changes to improve patient experience we are more than happy to listen to you and action any changes suggested. Wishing you good health.