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Poor Front Office Service

Story from nhs.uk

"Poor Front Office Service"

About: Bellevue Medical Centre

Once again, I was kept on hold in a queue for over 1 hr.

As soon as the message says you are either 1 or 2 in the queue, the call is dropped.

The last time this happened, I was fortunate enough to be able to leave work early and go into the surgery only to be told to write a complaint to the Practice Manager. I have done this twice and have never received a response to my correspondence.

Consistently poor and disappointing service delivery!

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Responses

Response from Bellevue Medical Centre 4 months ago
Bellevue Medical Centre

Submitted on 27/02/2025 at 14:43
Published on nhs.uk at 14:43

Dear Patient,

I am sorry to see that you have struggled to contact the Practice via the telephone. We are currently experiencing increased demand on our telephone lines, which has resulted in longer wait times. Our patient services team has been working very hard to answer calls under the additional pressure. However, I recognise that difficulties in accessing the Practice can be extremely frustrating for our patients and I apologise unreservedly for any upset or inconvenience. Please be assured that the staff at the Practice are working to their capacity in these challenging circumstances.

You can also request an appointment by attending the Practice reception from 8am or using our online option, https://bellevue-consult.uk.rapidhealth.co.uk/#/. If you wish to discuss your experience further, please contact me directly using the following link: https://www.modalitypartnership.nhs.uk/contact

Kind Regards

Frankie

Patient Experience Team

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