"There is a computer screen for ..."

About: West Barnes Surgery

(as the patient),

What could be improved? There is a computer screen for patients to check in at this Surgery. The first couple of times I used it I found it difficult, so I would think that older patients find this difficult too. However, once checked in on the screen and shown that there would be no delay, I sat down to wait in the waiting area downstairs. I was aware that there was an upstairs, but last time I had seen this particular Dr, he had been in a Surgery downstairs. It was only when a patient next to me struck up a conversation and asked me which Dr I was seeing. When I told them, I was advised that that Doctor's Surgery is upstairs. I do not remember anything on the check in screen telling me to go upstairs. This also happened a while ago before the check in screen. The receptionist ticked my name off and then allowed me to sit in the waiting area right in front of her and wait for three quarters of an hour before I went back to her to ask when I might be seen. She merely told me I should be upstairs. At that time, I did not even know there was an upstairs, had missed my appointment slot (even though I had been early) and was made to wait even longer once I got upstairs. This upset me a great deal. There should be clear information as to where to wait to see the Dr depending on which Dr the patient is waiting for.

Story from NHS Choices

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