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Always engaged constantly

Story from nhs.uk

"Always engaged constantly"

About: The Grey Road Surgery

So you have to call at 8am to request a call back , you are extremely lucky if you get through . Each time I ring it's taken well over a hour before anyone answers , alot of times only to be told it's to late to get a appointment.

Why has such a busy practice only got 1 phone line ?

Almost 2 hours today I have tried to get through to speak to a doctor .

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Responses

Response from The Grey Road Surgery 5 years ago
The Grey Road Surgery

Submitted on 14/03/2019 at 10:18
Published on nhs.uk at 12:06

Good Morning, I'm really sorry to hear you have been having difficulty to get through on our phone lines. We monitor the volume of incoming calls and ensure we have the right number of staff on the telephones to manage them, according to our supervisor software we don't have anyone waiting in the que for well over an hour? You haven't left your details in order for me to be able to call you to discuss and resolve but if you would like to discuss this further please don't hesitate to contact me and I will be happy to discuss. We offer a same day service, when we have reached our capacity we can offer you extended services which is still a GP but not based at the practice. We also have E-Consult for non-urgent medical queries, if you would like more information on this please visit our website. Kind Regards. Vikki Wilson. Assistant Manager.

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