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Original Feedback for Fakenham Medical Practice:

5

Communication breakdown

Earlier today I sent through an online form requesting a face to face appointment for my wife. I received an automated text, as expected, confirming receipt of my online request. I later checked my wife's Airmid app which is what we use for tracking appointments, medical records lab results etc. It said there was an appointment with a doctor booked for 16.35. No communication other than this had been received from the Practice. So how is a patient expected to know an appointment has been made. We duly attended at the required time, checked in with the Receptionist who asked us to wait in Waiting Room A. And we waited, and we waited and my wife wa getting more distressed. We asked the Receptionist if she could check with the doctor and we were told he was running behind and we could wait or return home and the doctor would call us. We wanted to wait as we had requested a face to face appointment. We waited one hour and when we did see the doctor, he said he had it down as a telephone appointment. This part of the system, how the Practice interfaces with Airmid needs reviewing. This is not the first time I have had to call the Practice to establish whether an appointment is a telephone call or a face to face appointment.