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Excellent surgery marred by poor phone and...

Story from nhs.uk

"Excellent surgery marred by poor phone and..."

About: Balmoral Surgery

overall an excellent surgery providing first class medical service, with handy location and car parking, open sensible hours

I am usually able to get an appointment with A doctor when I need one, although a much longer wait for a nominated doctor.

Like most surgery’s the front desk is overworked and understaffed so same day telephone appointments are extremely diffilcit and not usually able to get through until 30-40 minutes AFTER 8am

For this reason if I trude to register with patient-access services but they refuse to accept either my wife nad I with site saying”an error has overcurred”or “ due to high volumes try later” . Surgery say cannot get though to patient access but I DID get through to EMIS who would not talk tto me as not a surgery!

This need to be resolved

As otherwise surgery provide an excellent service both doctors, nurses and office

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Responses

Response from Balmoral Surgery 5 years ago
Balmoral Surgery

Submitted on 19/10/2018 at 10:23
Published on nhs.uk at 12:06

Balmoral Surgery are very pleased to note that Mr Highway has rated us as 5 stars and thinks we are an excellent surgery.

We are also pleased that he has been able to get an appointment when needed.

Sadly, with the shortage of GPs in the NHS service nationally there is now a longer wait than we would like when patients want to see a specific doctor.

We have recruited other healthcare professionals and use the Deal hub to provide additional appointments for our patients to use when appropriate because it is not possible for the GPs we have to see everyone who wants to see them unless their condition needs the attention of a GP.

We are very sorry that Mr Highway has experienced issues with the online services website.

We have an in-house online Champion who can help patients who experience difficulties, but further to Mr Highway's comment, we don't use the EMIS system so are unclear why he was contacting them.

Any patient experiencing a problem using our online service, should try to contact the provider in the first instance, but is welcome to contact our in-house online champion for further assistance if their problem isn't resolved.

We have tried to contact Mr Highway to resolve his issues but have been unable to do so from the information available on this website.

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