We would like to clarify the position regarding the GP routine appointment booking system that is operated by the practice.
Clearly, we need to prioritise patients who require same-day appointments. We request that patients contact the practice before 11am if they require an urgent appointment.
The current routine appointment booking system was introduced after the partners had identified a large number of missed appointments with the aim to reduce this issue. Nevertheless, we still have over 100 (both routine and urgent) each month not being attended by patients.
To try and combat this, they came up with a system where GP appointments are only bookable two weeks in advance.
The availability of routine appointments will vary depending on the number of GPs available in the surgery two weeks ahead. In most cases, there will be a sufficient number of routine appointments that patients can book into, but this will invariably be affected on occasions by GP absence through annual leave, sickness, etc.
In some cases, if a member of the clinical team calls in sick, we have no option but to cancel a routine clinic to continue to deliver urgent same-day cover for safety reasons.
The Patient Advisors who answer your calls will manage the appointment system on this basis but have no jurisdiction over how many routine appointments are available. In an ideal world, they would like nothing more than to give every patient the opportunity to see the GP of their choice but can only book what is available at the time of your call.
Rest assured, if the Patient Advisors inform you that they are unable to book the appointment or GP of your choice, this is because there isn’t that option available. They will, however, endeavour to meet patient needs as best as possible.
We trust this clarifies the situation and we would ask for patients’ understanding as, unfortunately, there is an increasing trend of the team receiving verbal abuse, which is clearly unacceptable.
We hope this will answer some of your questions regarding booking a non-urgent GP appointment. We continue to thank you for your continuing support and understanding.