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"Not helpful"

About: Rosebank Health

Very hard to get through can be waiting up to 30/40 mins sometimes ... to be greeted by you will have to wait for up to 3 -4 wks before actually getting an appointment... when you do finally get an appointment you never go in on time can be waiting for over 30-40 mins past your appointment time without an explanation or apology or even informed that your doctor is running late you have to ask yourself to be then rushed through your appointment because the doctor is running behind.. leave feeling like you have been more of an inconvenience or wasting their time when you have have been waiting over a few weeks to get your your appointment... very rarely make an appointment unless I have no other option I normally ask for advice at the chemist first ...

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Responses

Response from Rosebank Health 6 years ago
Rosebank Health

Submitted on 27/12/2017 at 11:17
Published on nhs.uk on 26/10/2018 at 12:06

Thank you for taking the time to give us your feedback.

We are sorry you have been frustrated by the time it takes for calls to be answered. We have been working hard to reduce the time it takes us to answer calls. In November the average wait was 1 minute 55 seconds. We have reduced the maximum waiting time from 27 minutes in June to 16 minutes in November. We will continue to work to improve the answering figures as we understand how frustrating it is to wait on the phones.

We are also working hard to reduce the waiting time for a routine appointment by recruiting new doctors. This is challenging as nationally there are more vacancies than candidates. We are constantly reviewing how we allocate appointments to see how we can reduce waiting times. We are also recruiting other health care professionals, such as advanced nurses and clinical pharmacists, to help support the doctors.

We are aware that some doctors do run late. This is often due to patients having complex problems needing more that the allocated 10 minutes. We are currently reviewing the waiting time for each doctor to look at how we can improve the situation as we are aware if can be very frustrating to wait when there are other places you need to be. We are sorry you have not had an apology when the clinician is running late. We will share this feedback with clinicians.

We are very sorry that you have been made to feel rushed during your appointment. This is something we would like to address with individual clinicians as we strongly believe that everyone should feel listened to and cared for. In order to do this, it would be very helpful if you could give feedback to the surgery directly so we can address your concerns with the clinicians concerned.

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