Care Opinion

Getting an appointment

Posted By hotelsb93

"Getting an appointment"

About: General practices in Ayrshire & Arran

(as a service user),

Can't get an appointment in advance. I have been told to call first thing in the morning, which is impossible with everyone calling at the same time.

I work shifts on a fortnightly basis and simply can't take time off work for what used to be known as an "emergency appointment",  there is stuff missing off my repeat prescription and need to see a doctor to be put back on! It seems like all things are back to normal except the NHS 

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Responses

Response from Interim Programme Lead, Governance and Assurance, Primary & Urgent Care, NHS Ayrshire & Arran nearly 2 years ago
NHS Ayrshire & Arran

Submitted on 14/10/2022 at 14:21
Published on Care Opinion at 14:21

Dear hotelsb93

Thank you for taking the time to provide feedback on your experience with your GP Practice and I am sorry to hear of the difficulties you're facing. I appreciate this will be very frustrating for you and other patients who may be in the same situation.

All GP practices have their own service models and appointment arrangements in place and these can differ between practices. Many GP practices are moving away from advance appointments as they found it was becoming more challenging to provide patients who have the most urgent need, on the day appointments due to the increasing demand.

Many practices are also in the process of adding telephone lines to allow more calls come into the practice as they realise it can be extremely frustrating for patients who can't get through.
If you would like to contact the Primary Care team direct and advise of the GP practice concerned, they can make the practice aware of your comments as all feedback is greatly appreciated for shared learning and identifying improvements. You can do this by emailing HSCPAdmin@east-ayrshire.gov.uk.

Again, thank you for sharing your experience.

Best wishes

Marie

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Update posted by hotelsb93 (a service user)

Long winded excuse that makes no sense or addresses the problem. Why can't we book appointments in advance?

I can't be using an emergency appointment protocol to get a standard appointment by phoning @ 8.30 next morning to be told we have nothing left.

Saying each practice has their own structure in appointments I feel is simply not good enough. All practices should be running from the same operating practices across the board in managing the practice.

People have work and work unsociable hours where an appointment in advance is required!

Response from Interim Programme Lead, Governance and Assurance, Primary & Urgent Care, NHS Ayrshire & Arran nearly 2 years ago
NHS Ayrshire & Arran

Submitted on 17/10/2022 at 10:09
Published on Care Opinion at 10:09

Dear hotelsb93

I am sorry you found the information previously provided unhelpful. GP Practices are Independent Contractors who the Board contracts to provide General Medical Services. As an independent business, they are able to determine how they provide this service but work closely with the Primary Care team to ensure all contractual obligations are met. If the Primary Care team are advised of concerns with accessing appointments, they will liaise with the practice to understand their delivery model and identify if any support is required to improve this.

I would encourage you to contact the Primary Care team via HSCPAdmin@east-ayrshire.gov.uk to provide further information of the practice concerned which then allows the team to discuss the issue directly with the practice.

Best wishes

Marie

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