"Still waiting in the phone queue"

About: Westbury Group Practice Westbury Group Practice Westbury BA13 3FQ

Posted via nhs.uk 2 years ago

I'm writing this while I wait in the phone queue. Apparently my call is very important to them. A member of their team will be with me shortly. the same message, along with my place in the queue has been replayed to me 19 times so far, I started out number 17 in the queue, now I'm number 5. I've been waiting 17 minutes and am not feeling my call is very important to them at all.

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Westbury Group Practice

Submitted on 23/11/2022 at 08:21

Published on nhs.uk at 09:59

Good morning,
Thank you for taking the time to leave your comments; I would like to assure you that all our patients are important to us. The waiting time on the phone is an indicator of the extremely high level of demand for our services; we receive between 300 and 400 calls most days. In addition, calls to the surgery can be lengthy as our team discuss and advise patients regarding the best health care professional to see them for their symptoms. We are also experiencing high levels of sickness absence throughout the surgery.
We do have an online option - eConsult - which you could use and so avoid any waits on the telephone. eConsult is available via our website - you will see the icon at the top right hand side of each page on our site here: https://westburygp.co.uk/
I trust and hope that you have now made contact with the surgery.
best regards
Craig

Craig Massey
Patient Communication Lead
Westbury Group Practice

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