I tried to dial into the portal for an online appointment for the expected time and found it difficult as it was my first time. I rang and was advised that the Dr would call me as he was running late and would call me very soon.
I waited 25 minutes. I then rang again having sorted the online portal to ask if I had missed the appointment. I was told the Dr would call me shortly.
I had a very good appointment when the Dr was able to ring me 40 minutes after the online appointment was scheduled.
There must be a way that the client can be kept better informed if the Dr is running late. It is quite stressful waiting, not knowing if it is your own fault tgat no call has come in or not. Communication is so important to a private service and I found it disappointing that you didn’t have a system in place.
When my report came through after the appointment it gave the Dr’s mobile number not mine. So I needed to ring again to ask for that to be rectified. The receptionist was very calm but told me she was in training. I think she was disappointed to have to have so many conversations with me.
Reply The Medical Chambers Kensington:
Thank you for your feedback about your recent online appointment. We’re sorry for the technology difficulties you encountered, and your experience fell well short of the standards we always strive to deliver.
We are now updating our procedures to better handle situations where a doctor is running late or having technology issues which keep the patient waiting, which of course is what happened here. We are looking at ways in which the doctor can communicate timing problems to our front of house team, so that the team can keep the patient informed.
Thank you once again for your feedback.