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Very unorganised

Story from nhs.uk

"Very unorganised "

About: Bedford House Medical Centre

Booked an appt for 9.30 with mental health team, confirmation txt received, but on checking patient access it said appt 9.30 to 5, rang practice to check it wasn’t a phone appt only to be told my appt was 10.30. When I asked how I’m supposed to know was told I will receive a txt on the day which I didn’t not receive but had already booked time off work for 9.30 appt. Upon arriving for the 10.30 appt checked in for system to tell me I had missed my 9.30 appt so had to go to reception to be told that system is wrong and I hadn’t missed my appt, very unorganised. Same for my next appt, received txt advising 9.15 but patient access again says 9.30-5 on the day

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Responses

Response from Bedford House Medical Centre last week
Bedford House Medical Centre

Submitted on 17/04/2025 at 11:23
Published on nhs.uk at 11:23

Dear Mrs Wilde

Thank you for taking the time to leave your feedback, and we're very sorry for the confusion and frustration caused around your appointment times.

We understand how important it is to have clear and accurate information, especially when planning around work and managing mental health. It sounds like there was a breakdown in communication between the booking system, text confirmations, and Patient Access, and we completely appreciate how frustrating this must have been.

We will work with our digital provider to prevent this kind of discrepancy from happening again. Your feedback has been shared with the management and IT teams to help improve the process going forward.

Kind Regards

Mr C Hayhurst

Assistant Practice Manager

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