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Wonderful practice BUT....

Story from nhs.uk

"Wonderful practice BUT...."

About: Trinity Medical Centre

I cannot fault this surgery, the frontline staff are always approachable and helpful equally so too are the nursing staff and the doctors I have seen are compassionate, caring and professional and I thank all of you. But the telephone service is just so appalling!

Last Wednesday (7/4/2021) I spent 3 hours on the phone from midday until 3.30 trying to get through, the first time I called I held on for 1 hour 14 minutes and gave up. I tried again 3 further times and spent a further 1 hour 48 minutes holding on and then gave up. This was for something very significant and required a conversation with a doctor. I plead with whoever reads this to take some action. I understand we are all living through hard times and people are stretched but this telephone issue has been going on before Covid came along.

Thank you for taking the time to read this.

Philomena McMahon

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Responses

Response from Trinity Medical Centre 2 years ago
Trinity Medical Centre

Submitted on 19/04/2021 at 16:24
Published on nhs.uk at 20:24

Thank you for taking the time to feedback to us regarding your recent experience when trying to get through on the phone. It is so important that we hear from patients with both positive and negative feedback as it allows us to see what we are doing well and what we could improve on so thank you for taking the time to feed this back to us.

As a practice, we strive to make each contact with us the most satisfactory for our patients and after reading your comments, I can see that this is not what you feel happened on this occasion and for that, I am sorry.

It is great to read that you have such positive things to say about your experiences with the staff, both administration and clinical. All of the team At Trinity Medical Centre work tirelessly to try to ensure that this is the experience that our patients have. Since the beginning of the pandemic our phone traffic has increased dramatically. To put this into context for you we have gone from around 12,000 phone calls to 21,000 calls per month. In a bid to try to reduce the wait times on the phones we have employed new staff as well as having a technical upgrade on the phone systems. We hope that this will improve patient experience over time.

We have another system in place for our patients to use called the "e-consult" service, it allows you to contact us electronically regarding your concern. We understand that this is not suitable for all of our patients, but it offers an alternative route to holding on the phone. Here is the link for the information regarding e-consult that is on our website in case you would like to try it in the future: https://trinitymedicalcentrehove.co.uk/appointments-2/

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