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Good medical staff *still* being let down by...

Story from nhs.uk

"Good medical staff *still* being let down by..."

About: The Shirley Health Partnership

Just gave up trying to get an appointment after being on hold for ever.

After dozens of "our receptionists are busy" messages over 10 minutes, phone just started ringing and... ringing, and ringing for about another 5 minutes.

Wasn't sure what was going on so disconnected and tried again...same thing.

All at my expense of course.

Don't believe all the "we've invested in our system" replies, it's worse than it was a year ago.

Seriously considering changing to a different practice after 15 years with this one.

It's a real shame because the medical staff are generally very good, but the admin side of things remains awful and continues to disappoint.

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Responses

Response from The Shirley Health Partnership 5 years ago
The Shirley Health Partnership

Submitted on 16/08/2018 at 13:01
Published on nhs.uk on 18/08/2018 at 03:41

Thank you for your feedback. We are sorry to hear about your recent experience and difficulties of using our services. This recent experience that you describe is not what we currently recognise with our reception team and our telephone access. At peak times between 8 – 9 am, 2 – 2.30 pm and 4.30 – 6.00 pm there can be a short delay in answering calls due to the volume of incoming calls but we are confident that these calls are now answered within 2 minutes. We do have other platforms available for use by our patients for contacting the partnership such as online GP appointment booking, electronic repeat prescription service and our new e-consult service which you may find of use. We do apologise that your recent experience has not been a positive one but please continue to tell us about your experiences of using our services.

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