"Appointment cancellations suggestion"

About: General practices in Lanarkshire

(as the patient),

I had to cancel my appointment with Kilsyth medical practice but I had to go through the same very lengthy process of getting through on the phone to the receptionist as I would do had I been trying to get an appointment.

I have just heard on RADIO SCOTLAND at 9. 20 this morning that it costs £120 for each missed appointment! I suspect there are many missed appointments caused by people giving up queuing to speak to a receptionist purely because cancellations use the SAME number as appointments. Indeed, many of those wishing to cancel would probably give up waiting very quickly saying "well it's their blame for not having an efficient system! "

May I suggest that a new phone number be introduced dedicated to cancellations only. I am sure it would pay for itself immediately.

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Responses

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

picture of Laura Jack

Dear Dod Prox,

Thanks very much for your suggestion - I can understand how frustrating it is to be kept waiting on the phone.

I'll share your feedback with the staff at Kilsyth Medical Practice but I'd be happy to speak with you aswell (01698 858 292) or you can contact the practice manager directly to discuss your concerns.

Thanks again and have a good Christmas and New Year.

Laura

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