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Horrible at giving appointments

Story from nhs.uk

"Horrible at giving appointments "

About: Palace Road Surgery

A simple telephone consultation system doesn’t have a telephone queue. That meant that even calling from 8.01 would get you a phone appointment unless you get lucky

119 calls getting a busy signal till 8.33 all the while the phone was disconnected after a few seconds saying user busy

At 8.33 the receptionist said the appointments were full

Didn’t get an appointment on Thursday, Friday or Monday.

Will any illness wait for the surgery to get its act together?

Get a phone queue system so that people who call first get the first appointment.

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Responses

Response from Palace Road Surgery 4 years ago
Palace Road Surgery

Submitted on 16/04/2021 at 12:56
Published on nhs.uk at 19:22

Dear Patient,

Thank you for your constructive feedback.

We sincerely apologise that you have had great difficulty when trying to book a routine telephone consultation with a doctor.

Your concerns have been discussed with the Practice Manager and our Telecommunications Engineer. We are in the process of improving our telephone system and upgrading to a more efficient cloud based system. The aim of this upgrade is to improve on our current telephony service levels.

Please could you inform us of your name so we can ensure that you have been offered a telephone consultation appointment.

You can send an email to the surgery generic email inbox: Lamccg.palaceroadsurgery@nhs.net or you can send the surgery a personal message via our practice website: www.palaceroadsurgery.co.uk.

With thanks.

Kind regards

Palace Road Surgery

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