Reply from SPRING HOUSE MEDICAL CENTRE
Mon, 29 Jul 2019 12:21:10 +0100

I would like to apologise personally that you have experienced difficulties in booking an appointment at our surgery. We have had our hours cut by NHS England in March 18, so we have been under pressure with the appointment system. Having said that, we still offer a variety of choices of appointments and we do have a walk in service between 9am and 10am and then again between 4pm and 5pm. It has never been at 1 o'clock but we do have morning appts and afternoon appts as normal, that are offered to patients requiring urgent treatment and an appt can be made by phoning at 8am for the morning and 1pm for the afternoon. We have also installed an improved phone system and other procedures to make it easier to book an appt. We offer online booking and also encourage our pts to use the NHS app that is now available for our surgery. The extended access service also operates from Spring House and appointments are available under this service for our patients as well. Our receptionist should not have informed your wife that she could not have her medication and I will speak to our reception team about this issue, to ensure that it does not happen again. We have recently installed EPS or the Electronic prescribing system, so hopefully, this will also improved the procedures for requesting prescriptions. I can see from your comments, that I need to look at the training of our reception team and this will be actioned immediately. Please contact me direct at the surgery if you wish to discuss this any further. I am pleased to see that you do have a high opinion of our doctors and midwife. Thank you and I appreciate the feedback so that I can take the appropriate action.