System for booking appointments needs improving
This is a review for Cosham Park House Surgery
The system for booking appointments is confusing and delays people from getting appointments, especially for those like myself who have moved to the local area and are new to using it. Why does the NHS app allow you to book a Phlebotomist blood test if you need to have a doctor or nurse to refer you first? There wasn't an option to book a doctor's appointment on the NHS app so I booked a blood test only to turn up and be told I couldn't have one as I was not referred by a doctor or nurse but the issue was I couldn't make a doctor's/nurse appointment in the first place. I was in tears at reception not knowing what to do, staff explained appointments were only released at 10 am and 7 pm, I was told I would definitely get one if I set my alarm and booked one that evening at 7 pm, I tried this but by 7.01 pm, all appointments taken! I was distraught at this stage and had to wait all weekend to then try again on Monday at 10 am. I now have an appointment but feel very stressed from the whole appointment booking procedure and this is not helping with my medical issue.
— Anonymous
Verified review (1811318)
Review left 2 years ago
This review was collected via email feedback service.
This review was collected via email feedback service.
Reply from Cosham Park House Surgery
Thank you for your feedback. We are currently looking into revising the Phlebotomist appointments on our system to prevent patients from booking without first having been referred by a clinician. This is currently with our IT department and we are hopeful this can be resolved shortly. We are sorry that you attended to be told that you couldn't have the test. The below information should help you to gain access to appointments:
We are an appointment led service, therefore once we reach capacity you will be provided with appropriate signposting, this may include 111, local walk-in centre, pharmacy, or self-referral to community services.
Acute/urgent on the day appointments are available from 8.00am on option 1, initially this will a short telephone triage from a clinician, an assessment will be made, and you may need to attend for a face-to-face consultation.
For non-urgent, longstanding issues you should call at 10.00am on option 2.
We release on-line appointments at 7pm each weekday evening.
eConsult is available from 6.30pm each weekday evening, however capacity is reached very quickly, and we receive an average of 300 per week. Please bear in mind this is an additional service which in most instances receives a digital response and should not be used to gain a face-to-face appointment. When using eConsult, please ensure all information is readily available to upload ie description, clear photos.
We also have a Patient guide available on our website.
We are an appointment led service, therefore once we reach capacity you will be provided with appropriate signposting, this may include 111, local walk-in centre, pharmacy, or self-referral to community services.
Acute/urgent on the day appointments are available from 8.00am on option 1, initially this will a short telephone triage from a clinician, an assessment will be made, and you may need to attend for a face-to-face consultation.
For non-urgent, longstanding issues you should call at 10.00am on option 2.
We release on-line appointments at 7pm each weekday evening.
eConsult is available from 6.30pm each weekday evening, however capacity is reached very quickly, and we receive an average of 300 per week. Please bear in mind this is an additional service which in most instances receives a digital response and should not be used to gain a face-to-face appointment. When using eConsult, please ensure all information is readily available to upload ie description, clear photos.
We also have a Patient guide available on our website.
Overall, how was your experience of our service?
Very poor
How satisfied are you that you are treated with dignity and respect by staff?
How satisfied are you that the GP Practice involves you in decisions about your treatment?
How satisfied are you with the outcome of your treatment?
Which best describes you?
Patient
