Care Opinion

Difficult obtaining an appointment with GP

Posted By Jimpsy

"Difficult obtaining an appointment with GP"

About: General practices in Ayrshire & Arran

(as a service user),

Immersive Reader

Trying to secure an appointment with the family GP is hard enough but since Covid came around it is impossible to get an appointment with the family doctor without having to relay information like War and Peace to the receptionist.   Then have to repeat it again when a member of the triage team call you back,  and then to the receptionist when they eventually book an appointment.   By the time it is booked the one ailment has turned into 3 or 4 or maybe more.

I wouldn't like to be needing to speak to my GP urgently, as 3 weeks or more is not urgent and that is because it takes about 3 weeks to actually get an answer when you call them. 

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Responses

Response from NHS Ayrshire & Arran 3 years ago
NHS Ayrshire & Arran

Submitted on 05/01/2022 at 14:34
Published on Care Opinion at 14:56

Immersive Reader

Dear Jimpsy

Thank you for sharing your experience when contacting your GP practice and I am sorry to hear this has not met your expectations on this occasion.

Many practices have a range of multi-disciplinary clinicians who work alongside GPs. When patients call to request an appointment reception staff are trained to ask a number of specific questions which helps identify the best person to provide the most appropriate care. Due to enhanced infection control guidelines, practices are required to prioritise in-person appointments to patients with the most urgent need therefore a clinical triage system is in place to assess if an in-person or remote appointment is required (via telephone or video assessment).

Due to many practices currently being impacted with COVID infections and self-isolation requirements some are also experiencing staff shortages which is unfortunately resulting in extended call waiting times. During periods of significant demand, some practices are being supported by the Ayrshire Urgent Care Service to answer calls where patients can receive advice and support and assurance that, if you require to speak to your practice direct then this will be arranged.

In order to fully look into the specific concerns you raise, we would welcome you to provide further information, including the GP practice concerned to our Feedback and Complaints Team using the following contact information:

PO Box 13, Eglinton House, Ailsa Hospital, Dalmellington Road, Ayr KA6 6AB

Telephone 01292 513620 please note: your call may be recorded

Email: complaintsteam@aapct.scot.nhs.uk

Freephone number for feedback, comments, concerns and complaints call 0800 169 1441

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