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Absolute shambles

Story from nhs.uk

"Absolute shambles"

About: Melbourne Grove

Unable to get through to receptionists, waited on the phone for up to 45 minutes on multiple occasions and couldn't get through.

Requested a call back, never received one.

Have used the e-consult service multiple times and did not receive a call back until going into the surgery in person and pointing this out.

Finally got a GP appointment and told I would be contacted for a blood test, which never happened.

Completely unacceptable and is an embarrassment to the NHS

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Responses

Response from Melbourne Grove 3 years ago
Melbourne Grove

Submitted on 19/01/2021 at 13:09
Published on nhs.uk on 20/01/2021 at 19:26

I was sorry to read about your experiences when contacting our GP practice. It is always useful to receive feedback on areas that we can change and improve.

Calls are answered in less than 5 minutes in most instances and I am sorry that this hasn't been your experience.

I have recently reviewed and made changes to the staff rota that has enabled more patients to speak with us, especially in the mornings when the lines are always busy.

I hope that when you next need us, we can answer your call more quickly and get you to the help you need.

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