"Appointment system"

About: Heeley Green Surgery Heeley Green Surgery Sheffield S2 3AJ https://www.heeleygreensurgery.co.uk/index.aspx

Posted by Mixed up but mindful (as the patient), nearly 2 years ago

I went to see my GP and after the consultation my GP wanted me to make another appointment to see them in 2 weeks' time.
I asked a receptionist if they could make me an appointment for 2 weeks' time. The receptionist said no and I will have to phone up on the day. I said the doctor told me to make a appointment now for 2 weeks' time. The receptionist said I can either see another doctor or phone up on the day to try and get an appointment with the doctor who I've just seen.
When did that start happening, when a receptionist can overrule the doctor's decisions on their patient's health care?

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Heeley Green Surgery

Submitted on 25/07/2023 at 12:35

Published on nhs.uk on 31/07/2023 at 12:17

Dear patient
I sorry for the inconvenience and confusion you experienced while trying to make a follow-up appointment with the GP, and I understand your concerns regarding the decision made by the receptionist.
Our goal is to provide the best possible care for our patients, and I'm sorry there was a misunderstanding during your discussion with the receptionist. I want to assure you that we value the trust you place in your GP's judgment, and we strive to support their decisions in managing your healthcare needs, with the receptionists acting as liaisons between patients and doctors while ensuring a smooth appointment process.
To address this matter effectively, I will discuss the issue with our reception team and take the necessary steps to prevent similar occurrences in the future.
If you have not done so already, could you please contact the surgery and explain the situation again, advising the team that you have been requested to make a follow-up appointment in two weeks. They should be able to assist you in securing the appropriate appointment.
Once again, I apologise for any frustration this situation may have caused. We will strive to ensure better communication and coordination within our team to ensure that your future experiences with us are more seamless and efficient.
If you have any additional comments or questions, please do not hesitate to contact us directly. Your feedback will continue to be instrumental in helping us improve our services for all our patients.

Thank you for taking the time to share your experience,

Lucie Moore
Operations Manager
Primary Care Sheffield

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