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Handling of incoming calls

Posted By LauraJayne30

"Handling of incoming calls"

About: General practices in Ayrshire & Arran

(as the patient),

Bankfield Medical Practice I bitterly want too complain about there handling of incoming calls too there surgery. I have several times recently had appointments made and wished too cancel them and have had nothing but problems trying too get in touch as the phones are either ringing out constantly or engaged. I can’t understand why there is no answering machine or separate line where you can cancel an appointment or speak too someone. I will not have cheeky, threatening letter due too this saying that if it’s happens again they may pull me out Practice. eh excuse me but get your own practice a grip before you start threatening me! I will be taking further action unless I get an apology or is resolved very angry. I am just a day out of hospital my mother even tried too contact and gave up! Disgusting vile treatment and I will not be bullied or harassed I hope make myself clear.  I’m considering whether I’m going too move as I am so angry with my treatment there recently will not be intimidated.  

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Responses

Response from Eunice Goodwin, Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team, NHS Ayrshire and Arran 6 years ago
Eunice Goodwin
Patient Feedback Manager for NHS Ayrshire and Arran, Quality Improvement and Governance Team,
NHS Ayrshire and Arran

I respond initially to most of the posts and ensure they are passed to the appropriate team whether they are compliments, observations or grumbles. It is important to make sure all issues are addressed and I try to encourage that to happen for all the posts as required.

Submitted on 27/03/2018 at 11:02
Published on Care Opinion at 11:56

picture of Eunice Goodwin

Dear LauraJayne30,

I am sorry you and your mum have struggled to contact the Bankfield Medical Practice and practice team are sorry too.

I have discussed this with the Practice Manager and the Senior Partner and they are very keen to have a chat with you to resolve any issues you may have had. It really would be good to either talk to the practice to give them a chance to address the problems you have faced, or to lodge an official complaint through their complaints process. Either way, it will allow the practice to understand and address any problems, with your help.

Just in case the problem lies with the number – it is 01292 264080

Thank you for raising this important issue with us on Care Opinion and enabling the practice to address it with you,

best wishes,

Eunice

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