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Night mere

Story from nhs.uk

"Night mere "

About: The Ridge Medical Practice - Wibsey

They are really nighmere surgery. Don't pick up the call for making an appointment or any other enquiry . I rang them up few days ago I was caller number 48 one hour gone on call still I was caller number 48. Its really shame. Today I call the surgery again just disconnecting call. They have just excuse its pandemic. If health department will not work in this panedemic situation I would like to ask who will treat the patients then? Even though they are not ready to recieve calls pretending as virus will transmit to them through phone. I had have miscarriage at 5 month pragnancy. They did not pick up the call that time as well. Urgently I has to travel abroad for antenatal care. I can challange everyone they even don't have in system that I am pragnant because since the pandemic start they are not even bothering to attend the call when we visit the surgery its locked. If patient say something they quickly blame we have been assaulted? I would like to ask if they are not providing services and we are loosing our health who is been assaulting then? There is no one to ask them what they are doing and why they doing this. I am really disappointed. I lost my baby and post delivery I am having complications but to whome I speak? ALAS!

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Responses

Response from The Ridge Medical Practice - Wibsey 3 years ago
The Ridge Medical Practice - Wibsey

Submitted on 12/01/2021 at 06:02
Published on nhs.uk at 14:27

Hi

I am very sorry that you have had such difficulty in being able to get through on the team. I am surprised that you have had such difficulty as , despite the pandemic, we cointinue to offer a full service and in the last week have had spare on the day appointmnets up until lunchtime each day.

I also can't understand why you were caller 48 in the queue as we only have 45 incoming lines to the practice and once they are all busy a caller will then get the engaged tone. The queue is always much shorter than this as some of the lines are in use for at any time. We have recently increased the number of lines to this level at the request of patients as they kept getting the engaged tone - but this does mean that at times there will be a bit of a queue.

With the recent lockdown we have 4 of our reception staff who habve to shield which has reduced our capacity a little but we still have 8 people answering the phones every morning.

Once you do get through we are in the first instance offering a telephone consultation - which in many cases is sufficient. If a face to face appointmnet is required one will then be given and this is done in a safe way - all these processes for managing care care safely during the pandamic are in line with national guidance - this allows us to continue to run a full range of services whilst keeping patients and safe from spreading the virus.

Please do keep trying to get through - we are very open and are offering care to everyone that needs it each and every weekday. You can also go on our website and complete an e-consult which will be passed to a clinician with a response within 48 hours.

I hope you find it easier in the future to get through.

Kind Regards

Nick Nurden

Business Manager

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