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Terrible admin

Story from nhs.uk

"Terrible admin"

About: West Derby Medical Centre

The front of house reception desk is nearly non existant.

God forbid you need a telephone appointment because even if you do get through to a ringing phone after 20 minutes on hold it will get put down as it is ringing 9 times out of 10.

Even when you visit the centre in person you will clearly see the reception staff completely blank the phone to talk to each other or other paitients. It is genuinely beyond unaccepable how this can be ignored by senior members of staff considering how long the phone issuse has been going on, the complaints pile back months and months.

Please for the sake of your practice make a serious reform in your reception staff they alone are runining a perfectly fine practice overall.

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Responses

Response from West Derby Medical Centre 3 years ago
West Derby Medical Centre

Submitted on 16/09/2020 at 13:26
Published on nhs.uk at 16:52

Thank you for taking the time to share your review with us.

I am sorry to read we haven't met your expectations. The Covid-19 pandemic has resulted in the team working in new and different ways in a response to the unprecedented pressures on the healthcare system. Our resources are focused on answering calls, dealing with patients with pre-booked appointments and enquiries as well as back ground administrative work to support the running of the practice. In line with Government guidance some of our team are also isolating and we appreciate our patient’s ongoing support. We also recommend using our eConsult service. Simply visit our website at any time of day or night and complete the patient questionnaire. The eConsult is passed to reception to deal with an administrative requeste or directed to a GP for review and you will receive a response by the end of the next working day. Where appropriate a patient may be offered a subsequent telephone consultation or be invited into practice to be assessed further.

With best regards, Holly, Practice Manager

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