"having to wait 50 minutes behind scheduled appointment"

(as the patient),

Since joining the practice on moving here in 2000 the service has been first-class. On the previous 2 occasions I visited I was seen 30 minutes and 50 minutes behind the scheduled appointment.

The practice's receptionist, health assistants, nurses and the doctors themselves are all pleasant and knowledgeable.

I wrote this recently whilst enduring a wait of 15 minutes.

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Response from Margaret Mills, Practice Manager, Glenburn Medical Practice We have made a change

Thank you for posting your story with its mix of good and not-so-good news.

Having had to wait so long past your appointment time must have been very annoying.

Inevitably, and understandably, some patients take up more than the allotted 10 minute appointment time and once we start to run late it is very difficult to get back on time.

We do monitor this regularly and adjust the appointment spacing and times: our recent figures are rather better, as was your experience.

Our receptionist should always give an estimate of waiting time if your wait goes past 20mins or offer another appointment, and we have reminded staff of this.

Patients can also tell us if keeping to the appointed time is particularly important to you eg another commitment soon after.

We will display a message about this in the waiting room, have introduced some double appointments and have changed our booking times to allow more for catch-up.

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