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Automated Call Back Doesn't Work

Story from nhs.uk

"Automated Call Back Doesn't Work"

About: Wootton Medical Centre

Rang Practice to make appointment, placed in call queue and offered option of receiving call back. Call back system hung up the phone immediately causing me to lose place in queue and have to ring the practice again anyway. Had to wait a further 30 minutes before I even actually spoke to anyone.

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Responses

Response from Wootton Medical Centre 12 months ago
Wootton Medical Centre

Submitted on 19/06/2024 at 09:37
Published on nhs.uk at 09:37

Dear Patient. Thank you for your feedback. Please be assured that we take all patient feedback very seriously. I am very sorry that the service you experienced fell short of the model we strive to deliver to our patients.

We have sought advise from our telecommunication provider and we have been advised that no surgery will have 100% call back success. Last month we had 153 call backs of which 143 were connected, and those numbers are about expected. Unfortunately, they are unable to see obvious issues and it is unlikely that they will. However, to help us resolve your concern, please kindly contact the surgery and advise us of the telephone number you called from where we can run a trace and find out exactly what happened with your call in the system.

Many thanks

Lisa Marotta

Practice Manager

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