"Very frustrating booking system"

About: Birley Health Centre

(as the patient),

If you cannot phone up for an appointment for the same day before 8.30am how come that bang on 8.30am, I am 11th in the queue?

On another occasion at 8.30am I was 9th in the queue and when I was eventually one in the queue a voice said sorry there is no one available to take your call. How frustrating is that?

I immediately phoned back and was 11th in the queue so I slammed the phone down in disgust. The following week whilst speaking to another patient in the surgery she told me the same things had happened to her on more than twenty occasions.

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Response from Chris Kearton, Practice Manager, Birley Health Centre

Thank you for taking the time to complete our patient opinion feedback. Firstly i am sorry to hear of the problems you are experiencing with the booking system. We are continually trying to get a system that works for all . You can prebook appointments for both doctors and nurses up to 6 weeks in advance but we have to save a percentage for same day appointments for each doctor. There are 4 or sometimes 5 receptionists answering the phones in the mornings. the lines are always really busy for the first hour especially mondays. If you would like to speak to some one face to face about this matter please contact the surgery and ask for Chris Kearton (practice manager) who would be happy to discuss this with you.

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