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Impossible to get through

Story from nhs.uk

"Impossible to get through"

About: The Ridge - Buttershaw

It is almost impossible to get through to make an appointment. If you try early get engaged tone. When finally connected to queueing system took an hour to answer only to be advised no appointments and try again tomorrow at 8:15. I appreciate it’s busy currently but this is not a new challenge.

If insist will make an emergency appointment though do have to be insistent.

Reception staff are polite and I appreciate that they can only work with the system they have. Time it was reviewed or perhaps a realistic number of patients registered at the practice no one has the time to spend the whole morning attempting to make an appointment. Doctors are lovely when finally able to speak to them.

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Responses

Response from The Ridge - Buttershaw 3 years ago
The Ridge - Buttershaw

Submitted on 01/12/2020 at 16:07
Published on nhs.uk on 02/12/2020 at 10:52

Hi

We are sorry you are having so much difficulty in getting through on the phone - we have recently instaled a new system and have had some teething problems with it (we were let down badly by BT which meant it was not as well planned as we had hoped). We are resolving these now and in the last week have added an extra 15 incomning lines to the 30 we had already to try and resolve the problems in getting through.

The ongoing challenge is we only have so much resource and clinical time each day that is funded by the NHS - and the demand for this is exceeded every day, we can do everything for everyone that they would like done.

Please be assured we are aware of the chellenges of access and are seeking new ways of doing things so we can do more and make it easier to get through to us. We are just having a new website built which will help direct things much better too - please be patient we are trying to make things better!

Kind Regards

Nick Nurden

Business Manager

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