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.”