"Not getting through on the phone"

I appreciate GP practices can be busy at times but I can never get through on the phone. It seems to be 90% of the time on an answering machine saying to call the next day or their message box is full.

I was sent a letter by the nurse of the practice to ring her for blood results and change of medication and it took me 2.5 weeks to get through and that was because I pushed the button for blood results. When I got through, they didn't have the results so asked them to put me through to the nurse. I had to make an appointment for 2 weeks later for the nurse to telephone me at a time during work hours however as it took so long I took the call.

My mother is 88 years of age and has the same problem so asks me to call for her. My daughter has eczema and ran out of cream and as there is an option for repeat prescriptions, ordered a repeat as she could not get through to a receptionist to make an appointment with the doctor.

When she went to collect it from the pharmacy it wasn't there. The pharmacy had to go and ask them and she was told that she had to have a review with the GP and to ring the practice. She has not got through and that has been ringing the practice every day for 2 weeks, every half hour because her hands are so sore and needs the cream. She was in tears this evening and asked me to ring for her tomorrow. I know I won't get through but I will ring from 8.30 am and will continue to ring, but from experience if not engaged, it will go to the recorded message to call again the next day at 8.30 am.

The problem is everyone then calls again at 8.30 am. Fortunately I work from home 3 days a week so can do this from home, but how can patients ring if they work or use the work phones or their mobiles whilst at work? We could go at lunchtime, however they close at lunch. I didn't realise this and was waiting to speak and approached the desk, when the receptionist blanked me when I spoke, and rudely lowered the shutters without a word or explanation knowing I had been waiting to speak to them and to pick up a prescription.

This rudeness and bad attitude is not what patients need who are already stressed trying to rush out during lunch hour as they can't get them on the phone. Do these receptionists get trained on customer care, or how to communicate? All they had to say was sorry, we are closed now for lunch. Not push a button and saying nothing and then walk away. I now realise they close for lunch. There seem a good team of at least half a dozen back office staff so why can't staggered lunches be arranged or can staff not be rotated so that phones are covered between working hours?

I have high blood pressure and needed medication changed due to side effects of a new drug and it took me a total of 5 weeks to get to speak to the nurse, and this was not her fault, or even the receptionist's. There seems to be no proper systems in place to cover all the work and ensuring phones are answered. Are practice management and GPs aware that patients get an answering machine the majority of the time?

I dread having to make an appointment now and feel like they are doing me a favour to even speak to a nurse or doctor. I appreciate they are busy but I am not a patient that is constantly looking to speak to a Dr or nurse. I was written to and texted to ring the practice but the stress and time involved resulted in me not bothering.

I did get through to the nurse eventually as I say, after waiting 2 weeks after I finally got through to reception. I have expressed this with friends, family and colleagues and this is not an isolated occurrence. All patients of this practice have reported the same, not getting through on the phone, prescriptions being ordered but not left, elderly patients travelling by taxi to see the dr as couldn't get through on the phone and distressed.

I know funding etc is low and I appreciate the health service and certainly don't take advantage of it or complain, but when it is affecting being seen by health professionals when necessary, it could be dangerous. I already take my own and monitor my own bp and try to manage my cholesterol levels etc and only I asked about my sugar level (due to family type 2 diabetes), it was highlighted that it was pre-diabetic and high. No one had picked this up.

It's concerning not only for myself but for all the other patients in this practice. I am concerned for my mother and other elderly patients who cannot get through on the phone when they need medication or advice. My daughter is currently suffering with her skin on her hands because she simply cannot get through on the phone and no point going into the practice because they say to ring at 8.30 am for appointments. Can the practice manager and GPs please be made aware of this and would welcome their comments. Thank you for offering this service and for listening.