I recently looked to move my doctor closer to home, as we have recently relocated, and I was encouraged by the positive reviews on the clinic's website. I booked an appointment online but was later unable to log back in, as the website prompted me to call due to an issue. I realised that I had unfortunately entered one incorrect digit in my phone number.
I did not receive any email confirmation that the booking had gone through, so I planned to call the clinic this morning to check what had happened. However, I subsequently received an invoice for a missed appointment, even though I was attempting to book for this morning.
When I called to clarify the matter, the receptionist indicated that, despite not receiving any confirmation or indication that my registration or appointment had been successfully completed, it was essentially my responsibility since I had entered one incorrect digit in my contact details.
This lack of willingness to acknowledge or accommodate a genuine mistake, or to take a more understanding approach in developing a relationship with a new patient, has made me seriously question whether this is the kind of trust-based relationship I want to have with my GP. It was very disappointing and reflects a rather cold and impersonal approach to patient care. read more