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Late telephone call by doctor. Waiting time on…

Story from nhs.uk

"Late telephone call by doctor. Waiting time on…"

About: Boleyn Medical Centre

Usually I receive calls on time but this time waiting time was more than 2 hours

I had a telephonic appt at 9.20 am but I didn't receive call till 11.00 pm so I called the gp reception and I was in queue no 4 and until 21 min I was still on No 4. I hanged up and tried again but then I was on No 5 and kept on hold for another 29 min until I spoke to a receptionist. I complained her that I had been waiting since 9.00 am as we had to ready b4 appt time because dr can call anytime. She told me that the doctor tried but I was not available. I mentioned her that I kept both of my landline and mobile phones with me. At last I received the call at 12.07 pm

When I checked my voicemail there was a call from gp while I was on hold. And now I checked my gp records it was note from the doctor that she called me but there was no response from my side.

This upsets me a lot that I had to wait for 3 hours for the call and blame was also given to me for not giving any response.

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Responses

Response from Boleyn Medical Centre 2 years ago
Boleyn Medical Centre

Submitted on 27/02/2023 at 15:42
Published on nhs.uk on 28/02/2023 at 19:51

Dear WM

I am sorry that you was contacted late for your appointment, we try to give an average contact time of 1 hour either side of the appointment time, but unfortunately there are occasions when this is not possible. As practice protocol, if there is no answer when clinicians try to make contact they will leave a note. This is not to pass blame but to record that an attempt was made. In regards to waiting in the queue, I am sorry that you had to wait but again some calls take longer than others to manage which can lead to increased waiting times for others in the queue. As you have mentioned, you are usually contacted on time, I am sorry that you were not on this occasion, it is not our intention to keep patients waiting.

Thank you for bringing this to our attention, we will discuss this in our practice meeting.

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