Kingston patients are experiencing “significant delays” in getting appointments using an electronic booking system.

Kingston Clinical Assessment Service (KCAS), run by GP consortium Thamesdoc, has experienced the delays since January, according to a report shown to councillors on Kingston’s health scrutiny committee.

But there has only been one complaint a month from patients.

Penny Taylor, from Kingston NHS Primary Care Trust, told a meeting of councillors scrutinising health two weeks ago: “I’m afraid we still have a problem with bookings and availability of bookings.”

After the meeting, a spokesman for Kingston NHS initially denied there were any delays when asked to clarify the length of delays.

When presented with Ms Taylor’s comments at the meeting, he said: “A few patients are experiencing some difficulty in making appointments through the Choose and Book system.

“This has nothing to do with KCAS and is simply due to fluctuations in supply and demand.

“Both NHS Kingston and Kingston Hospital are committed to ensuring every patient receives treatment as quickly as possible and every effort is made to try to smooth these fluctuations whenever they inevitably occur.”

Huma Stone at KCAS said: “There are no significant delays at KCAS. I’m very happy for the council to come. We have an open door policy and nothing to hide.”

But Sandra Berry, chairman of the steering group of patient watchdog K-Link, said the reports were worrying: “The process of getting a hospital appointment can be alarming for many people and delays – sometimes without explanation – generate further anxiety.”

KCAS handled 24,457 referrals last year but two unidentified small practices are still not using the system.

• For information on health services, see our Local Information section