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Very Poor Telephone Queuing System

Story from nhs.uk

"Very Poor Telephone Queuing System"

About: Eltham Medical Practice

Having been trying to contact the practice by telephone and passing from No3 in the queue to No1, over a 10 minute period on hold, the line was terminated with a message to call later as they were so busy. Rang back immediately to hear I was now No 8 in the queue! Is this a suitable way to manage demand? All I wanted is an email address to CC my GP into a medical communication so as to keep him abreast of developments... it seems there is no email available on the net.

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Responses

Response from Eltham Medical Practice 3 years ago
Eltham Medical Practice

Submitted on 07/08/2020 at 09:44
Published on nhs.uk on 08/08/2020 at 05:06

I am sorry that you have experienced these issues. We have had severe issues with our telephony system but we also have seen the volume of telephone calls into the Practice rise exponentially since the pandemic. Therefore I'm afraid it has taken longer for our staff to answer calls. For this reason we have introduced a new platform on our website www.elthammedicalpractice.nhs.uk. whereby you would be able to send a message through for the clinician's attention. Please do have a look as the website has a number of facilities to assist patients in contacting the Practice. Caroline Partridge Practice Manager

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