Scheduling: A Morning of Patient Complaints

We went to a new scheduling system–call in for same day appointments. Trying to cut down on the number of no-shows–patients who just don’t come in after making an appointment.

Patients are not liking it.

These are the comments from a single morning.

K.B. complained about difficult access. “I tried over and over.”

K.C. “I couldn’t get through last week so I went to the ED. Now you’re seeing me for followup.”

JG. “You are hard to reach.”

D.B. “Who is my care team? You are hard to reach.  You call that 555 number and they have you over to every clinic.”

N.T. “I waited two hours to make this appointment.”

All I could say was “I’m so sorry, please complain to administration. I’m so sorry, please complain.”