"Making an appointment to see your GP"

About: NHS Lanarkshire

(as other),

To make an appointment you have to phone as soon after 8am as possible. This morning my husband constantly phoned for 20 mins before he got through, only to be told there were no appointments for the doctor he was supposed to see this week. His medication is possibly needing altered and he has been monitored by the practice nurse and GP together for the last couple of months.

I have complained to the practice several times regarding this situation and was told to come along and queue outside the practice from 8am - this way you had a better chance of making an appointment! ! We live 3 1/2 miles from the practice and to do this is not practical. Basically if you can't get through within 10 mins you would be as well hanging up as your doctor of choice would be fully booked for that day. You can't make advance appointments - even if the doctor requests to see you within a certain time. Only if it's the following week do you have the chance of your GP making an appointment for you in his office. You can't do it through reception.

My husband and I like to see the same doctor as he knows our history and it keeps a continuity of care. It certainly saves time when going to another doctor and you have to explain all your health problems! ! Something needs to be done about this asap. Only a few of the receptionists are helpful, it feels like the rest couldn't care less and can be quite abrupt with you. We deserve an easier way to be seen by our preferred GP. Hope you can help somehow.

The GP practice I am complaining about is the Murray Surgery, East Kilbride.

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Response from Laura Jack, Patient Affairs Manager, Primary Care Division, NHS Lanarkshire

picture of Laura Jack

Dear madizzy,

I’m sorry to read the issues you have faced when trying to arrange an appointment; I understand your frustration completely.

I’ve spoken with the Practice Manager and shared your story. The Practice is aware of the difficulties some people are experiencing as a result of patient feedback and they are currently looking at different ways to improve the current system which includes reviewing the electronic appointment system, introducing a triage (assessment service) and improving communication between staff and patients. I can only apologise for the response you have received from the reception staff on occasion.

If you’d like more information about what the Practice is doing please contact the Practice Manager directly.

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Update posted by madizzy (other)

Thanks for your reply. Hopefully things will change for the better very soon.