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Care Opinion

Up to an hr wait time to get through

Posted By chasnick

"Up to an hr wait time to get through"

About: Meridian Surgery

(as a service user),

Covid has been around for a while now and in my opinion the surgery still does not provide a switchboard and a service that meets a standard anywhere near acceptable for 2020.

40 to 60 mins in the queue, and that's after calling many times just  to connect

Every time its the same story !!!

 

.

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Responses

Response from Meridian Surgery 2 years ago
Meridian Surgery

Submitted on 14/05/2021 at 11:40
Published on nhs.uk at 19:25

We acknowledge that our patients have experienced significant issues with our telephone system in the last 6 months or so. And we genuinely apologise for these problems. Rectifying these issues has been and still is a major priority for our Senior Management Team (SMT). The main surgery number is now a ‘digital SIP’ line which allows more incoming calls to the surgery. In addition, we have doubled our capacity of staff to answer the telephone calls.

The SMT have now worked with a number of different providers to look at suitable systems. The team will be making a decision on telephone upgrade in the coming days. The chosen new system is then expected to have a lead time of around 4 weeks to implementation.

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