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Not great for those working!!

Story from nhs.uk

"Not great for those working!!"

About: Seascale Health Centre

Every day this week I have called at opening time to be 14th, 15th in the queue. I hold on in hope I can speak to someone before having to give up and set off for work. I call later no appointments, surprise, surprise! My pain by Thursday was becoming unbearable so I call 111 who manage to book me a telephone appointment with the GP surgery. I check my app to see it’s at 3:40pm, later I check it’s moved to 5pm, which comes and goes! I call the lovely receptionist to make sure I’m still on the list for a call, I am. A call comes to my mobile one ring and stops no caller ID. Again I call the surgery and tell them what’s happened, no it’s not crossed out the Doctor will still call you. Now 6.45pm and no call!!!

I am so anger!! Now left in a lot of pain with no help over the bank holiday weekend!

Very disappointing service, I’ve been very let down by this service, not impressed at all!!!

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Responses

Response from Seascale Health Centre last week
Seascale Health Centre

Submitted on 18/04/2024 at 08:26
Published on nhs.uk at 08:26

It is disappointing to read your review. I am sorry to read of your experience when you try to call the practice to make an appointment. I am able to look into the concerns you mention but unable to respond via this website. We have a team of dedicated call handlers answering all calls and I appreciate that the waits can be lengthy at certain times of the day. How long each call lasts for is not something we have any control over as we do not rush patients who have questions to ask us. When we are made aware of any issues with the telephone lines we report these to the external company who manage the system.

You are able to contact the complaints team by using the link available through the practice website.

Kind regards,

Alison

Patient Experience

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