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Charged to sit in the phone queue for over an hour

Posted By orionjz97

"Charged to sit in the phone queue for over an hour"

About: Woodseats Medical Centre

(as a service user),

I made 2 attempts to make an urgent appointment by phone, with epic waits in the queue of over an hour in total. Somehow those calls from a Sheffield landline to another Sheffield landline cost me £12.

Patients should be warned how much it could cost them if they actually need to talk to this surgery.

The surgery will tell you there is an online form contact option instead, but it is closed most of the time (even during hours the surgery itself is open) and I've recently been waiting over 5 days for them to reply within 24 hours that they promise.

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Responses

Response from Hannah Foster, Assistant Practice Manager, Woodseats Medical Centre about a year and a half ago
Hannah Foster
Assistant Practice Manager,
Woodseats Medical Centre

Submitted on 26/10/2023 at 11:42
Published on Care Opinion at 14:08

Thank you for taking the time to leave a review about Woodseats Medical Centre. I am sorry to hear of the issues you have encountered when trying to contact us. We are facing unprescedented levels of contact from patients, which may result in a delay with speaking to our team. We are recruiting for additional capacity to try and help with this.

Starting from Monday 5th June 2023, all appointments for acute or follow up appointments at our practice required patients to use the AccuRx platform to request appointments with a clinician where you will be asked a short series of questions relating to your medical concern. This form is accessible between 7am – 12pm on weekdays. We are unable to deal with requests outside of this timeframe.

These requests will then be reviewed by a clinician within 24 hours and you will receive an outcome, which will usually come via the form of a text message which may contain a link to self book the appropriate appointment within a specified timeframe. You may be directed to other appropriate services. This offers a convenient and efficient way for you to select a suitable appointment time within the triaged date range for your specific medical request.

If you have experienced wait times of 5 days for a response following a submission as above, please contact us via telephone or email on:

syicb-sheffield.woodseatsmedicalcentre@nhs.net so we can report this to the providers and request an investigation be conducted into this as our response time for appointment requests are conducted within 24 hours.

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