I had a disappointing experience with…
I had a disappointing experience with appointment handling and communication at the surgery today.
I had a 08:55 appointment which was changed from telephone to face-to-face, and then I emailed early in the morning requesting it be changed back to a telephone consultation as I was unable to attend in person. I received confirmation that this had been changed.
However, I did not receive a call by the time of my appointment, so I contacted the surgery for clarification. I first spoke to a staff member named Aidan, who explained that doctors do not always call at specific times.
I felt that the communication around how telephone appointments are managed was not clearly explained beforehand, which led to confusion on the day. I also felt the overall handling of my enquiry could have been clearer.
The main issue was poor communication and lack of clarity around appointment timing and expectations for telephone consultations.