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I am made to feel that everything is a huge hassle

Posted By notgoodforyourhealth

"I am made to feel that everything is a huge hassle"

About: General practices in Ayrshire & Arran

(as a service user),

This is my second feedback report in the past two weeks this doctors surgery, the Kilwinning Medical Practice, is becoming ridiculous. I am made to feel as if everything when I contact this doctors surgery for via phone call is a huge hassle to them. Everything in this doctors surgery appears to be a huge issue/problem. I try to call to get an emergency appointment I can't get through takes over 45 mins despite being on the phone from 8.30am. When I do finally get through 50% ie 1 in 2 calls are then cut off when they try to answer. So I call back - Engaged tone again. 

When I do finally get through EVERYTHING is a huge issue. Nothing is straightforward or as easy as it could be. No use of modern technology ie emails. I am expected to constantly keep calling back. I don't use the doctors surgery very often as use the direct care from the pharmacist as using the services of this surgery sends my stress levels through the roof! I do not see how this is good for anyone's health! 

And it feels like its consistently getting worse as is the attitude of the staff who answer the calls (Not the receptionist may I add) but some of the nurses last week it was prescriptions this week it's someone who I think needs to go on a customer service training course.

 I find it odd they claim they are so busy yet any time I am in the doctors, it's always empty - How can that be?

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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 5 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 04/12/2018 at 10:12
Published on Care Opinion at 10:42

picture of Eunice Goodwin

Dear notgoodforyourhealth,

I am sorry you are still unhappy about contacting the surgery. I spoke with the Practice Manager yesterday and she is aware of your concerns. She will be contacting you by letter shortly to address the points you have raised.

I hope you are happy with the outcome,

best wishes,

Eunice

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