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Difficult to get through to the surgery

Story from nhs.uk

"Difficult to get through to the surgery"

About: The Willows Medical Centre

I can only echo Patryjca’s review left dated 11th December 2019. Some reception staff are very curt with patients face to face. Yesterday I waited 32 minutes for my call to be answered, was immediately re-directed with barely a chance to speak, waited for a further 14 minutes. The admin member of staff hung up after 15 seconds and I wasn’t rude. This particular health problem is steadily deteriorating and ultimately could be fatal. I couldn’t get an appointment in May at the onset. Yes the GP’s are good, but at what price to the patient when they can’t even get through on the phone, and then get treated this way by admin staff? And yet they report 56% of patients are satisfied with getting an appointment. I’m going to look elsewhere.

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Responses

Response from The Willows Medical Centre 4 years ago
The Willows Medical Centre

Submitted on 10/02/2020 at 10:44
Published on nhs.uk at 11:29

We are aware that patients have been having problems with the telephone system, and have upgraded it in response. The telephone system was causing disconnections, and we would like to reassure you that it is practice policy not to hang up on calls. Please consider either signing up to the online service and checking for appointments at 0600, when they are released for the day, or signing up to Docly, which will allow you to get help for a wide range of conditions and contact doctors without having to make an appointment.

Unfortunately, the practice is struggling with a lack of resources and an increase in demand. As such, we are not able to offer many emergency or last minute appointments. If you are in urgent need of an appointment, please consider one of the following options.

1. Sign up for Docly. This will allow you to contact a doctor directly from your smartphone, and allow you to manage and track appointments.

2. Check online via SystemOne at 0630. This is when appointments for the day are released, and is the most likely route to finding an on-the-day appointment.

3. Ask the practice or 111 to refer you to one of the local HUBS. These have been opened by the local Clinical Commissioning Group to deal with the overflow from GP practices in the area.

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