This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?
Care Opinion

Unbelievably frustrating

Story from nhs.uk

"Unbelievably frustrating"

About: The Merton Medical Practice

I have been a good patient and held back form contacting throughout the lockdowns. I now need to address an ongoing medical issue. I log on to Patient Access at 9am- no appointments. However a multitude of blood tests and non medical consultations are available, at a price. I try to ring, start at no 18 in the queue. 46 mins in I'm at no 9. After 1hr 25 mins someone finally answers. Of course, no appointments available . I need to log on at 8am (this is not stated on the practice website). How can it take so long to process 18 calls? It seems the practice prioritises revenue generation over actually seeing patients. Poor show, Merton Medical Practice.

More about:
nhs.uk logo
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from The Merton Medical Practice 2 years ago
The Merton Medical Practice

Submitted on 28/05/2021 at 11:02
Published on nhs.uk at 13:13

Dear Patient,

Thank you for taking the time to leave feedback. Apologies for your frustrating experience. Unfortunately these are unprecedented times and we have been exceptionally busy but are striving to make improvements.

We are aware of the ongoing issues with our telephone lines.

We have now changed provider and are awaiting installation, a process which unfortunately takes some time as many other practices are doing the same. We ask for your patience and understanding while we carry out the switch. We understand that many patients have been left frustrated by the ongoing issues but we are confident that the new system will lead to a much improved experience in contacting us and booking appointments.

Kind regards,

Merton Medical Practice Management Team

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k