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Simply Inaccessible

Story from nhs.uk

"Simply Inaccessible"

About: De Montfort Surgery

I have been with this surgery now for a number of years and have always found the doctors and nurses to be fantastic, however, in recent times it has become impossible to simply pick up the phone and speak to another human being in order to book an appointment for that day, there appears to be an insistence to adopt this appalling online booking system that I can't honestly believe that anybody actually wants.

It is with some sadness that I now find myself having to search for another doctor locally so as to be able to actually speak to a medical professional when I'm ill without having to sit for hours at the LRI.

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Responses

Response from De Montfort Surgery 10 months ago
De Montfort Surgery

Submitted on 27/06/2024 at 12:54
Published on nhs.uk at 12:55

Dear Harvey Johnson,

Thank you for taking the time to share your feedback about our practice. We appreciate your loyalty over the years and are glad to hear that you have found our doctors and nurses to be fantastic. However, we are sorry to hear about the difficulties you have experienced in recent times with our booking system.

We understand the frustration of not being able to easily speak to a human being when needing to schedule an appointment. Please know that our phone lines are open for patient use. The decision to implement an online booking system was to offer patients another option of contacting the practice for an appointment, and was intended to provide patients with greater flexibility and convenience. Additionally, we felt this option would help lessen the pressures on our telephony systems. However, we recognize that this approach may not suit everyone's preferences.

Please know that we value your feedback and are committed to continuously improving our services to better meet the needs of our patients.

If you are considering switching to another local practice, we would be sad to see you go. However, we respect your decision and wish you all the best in finding a healthcare provider that better suits your needs.

Once again, thank you for your feedback. We are here to listen and work towards a solution that ensures you can access the care you require in a timely and convenient manner.

With best wishes,

Sarah.

Patient Engagement Officer,

Willows Health.

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