"Atrocious "

Dear Patient

As you have given your feedback anonymously, I can’t respond to your feedback effectively.

You can contact me directly by coming to the surgery or by phone as I would really like to discuss the issues you have highlighted.

I would like to point out since the pandemic, we have had an increase in calls from patients, this has led us to increase receptionist from 2 to 3.

If you had visited our surgery this week you will have seen our reception office being reconfigured and redecorated so that we have more space in the office. We are doing this so that in future we will be able to have an additional receptionist during our peak times.

I would like to point out this week between Monday to Wednesday we have handled 819 calls, that is 26 calls per operational hour.

The reception team try to manage calls within 5 minutes, but some calls take longer which impact other patients.

The receptionist also have to deal with queries at the surgery, place transport bookings for patients and other patient admin.

If you had visited us this week, you would have also seen that we have changed our front entrance so that the accessibility for our patient is further improved.

Additionally, I would also like to point out we just ordered a new phone system which will be in place within the next 3 months, which will hopefully improve the patient experience and will give us greater functionality.

Our team are committed and work tirelessly to support our patients in a pressured environment.

Regards

Practice Business Manager