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"Prehistoric App system"

About: Laburnum Health Centre

I must say I have always had great treatment when visiting the surgery and the care I have received from the staff once there.

However the telephone booking process is unacceptable, its like going back to 1989. There are no call waiting facilities, and you are not put in a queue. You simple get an engaged tone and have to ring back. I have made 188 calls today ( i can share a screenshot of the data from my phone if need be) from 08.30 to 09.30 and all I have got on 187 on those calls was an engaged tone. By the time I got through at 9.30 I got an automated voice message saying there more appointments available and to ring back at 1. Rang back at 1 still got the engaged tone several time. Got through at 1.37pm- automated voice message no GP appointments available call 111 or go to A&E.

This isn't good enough. A new phone system needs to be put in place and this practice needs to be dragged into the 21st Century and ensure if offers it patients the level of care they deserve

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Responses

Response from Laburnum Health Centre 6 months ago
Laburnum Health Centre
Submitted on 12/05/2021 at 10:19
Published on nhs.uk at 15:38


Dear Patient

We sorry to hear that your are experiencing problems getting through to the practice.

We review our appointment system on a regular basis and try to adjust to meet patient needs, unfortunately due to high demand we cannot always guarantee appointments on the same day.

If you wish to write in a formal complaint with your details we will respond accordingly.

Kind regards Laburnum Health Centre

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