"Phones constantly engaged"

Thank you for taking the time to feedback your concerns in relation to your recent contact with Heatherview Medical Centre. I am very sorry to hear that you were unable to reach the practice via telephone. We recognise that our hold times have increased significantly in light of the current pandemic and for this we do apologise.

This week in particular we have experienced an unprecedented demand in call volumes and my team have been working extremely hard to meet this demand but inevitably there has been an impact of the level of service we strive to provide.

We endeavour to provide our patients with various online platforms and contact methods (such as e-consultation and our Heatherview Admin email address available on our website) to ensure that you have numerous ways of reaching us. Please do submit an e-consultation detailing your symptoms if you are unable to reach us and we will ensure that your request is placed appropriately and contact is made.

Alternatively, I would be keen to discuss your experience in more detail with you, to ensure that you are booked into see a GP and that you are provided with any necessary medication - if you could kindly contact me at the surgery on 01202 743678 or I would be more than happy for you to attend the surgery and ask to speak to me directly at the reception window.

Finally, once again thank you for taking the time to review our service, apologies that you have been disappointed. We value all varieties of feedback from our patients as this assists in ultimately providing better patient care and a more efficient service.

Many thanks - Jen Ward - Practice Manager