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Original Feedback for Hethersett Surgery:

2

Booking online only - Not accessible!

I am writing on behalf of my Grandma, who is in her eighties and does not have access to the internet. My Grandma called the surgery approx. 2 weeks ago to book an appointment in regards to an ongoing and painful condition. She was told that she would not be able to make an appointment in this call because everything has to be done online. My Grandma explained that she has no access to internet, so this new way of working does not work for her. The receptionist replied "Mrs ****, I know you have two daughters. Get one of them to book the appointment for you." (WOW.) Fortunately, my Grandma is a feisty woman. She raised the points that perhaps this was a private issue that she didn't wish to share with her daughters. OR what if she did not wish to burden her daughters with tasks, as they both work. The receptionist agreed to book the appointment for her, "just this once." Which we all hugely appreciate. But who on Earth agreed that this is a suitable way to run the surgery? I know for a fact that the elderly community in Hethersett is HUGE. How can you justify that those who need care - perhaps the most urgently - are now unable to access the surgery? And if they try, they will be met with the above responses? Phone call appointments, online bookings are the new normal. Those of us who are able to adapt are pleased to. But for those who can't - what are you doing to insure they are able to access care? Imagine if my Grandma wasn't as confident as she is. Imagine another elderly man or woman, listening to the receptionists, then saying "okay." and hanging up the phone. Perhaps they have no family, no internet access, and at this point: no hope. This needs looking into desperately. Thank you.