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Appointment system shocking

Story from nhs.uk

"Appointment system shocking"

About: Harwood Medical Centre

After trying to phone the surgery for 2 hours solid, I finally got through. I had finished my antibotics for a chest infection but felt no better. I asked to see a doctor again and was told all appontment already gone. No surprise there. Reception said she would speak to a doctor and rang me back to say "give antibiotics a chance to work and if no better ring back". Trying to ring back but again can't get though for an appointment. I feel sorry for the receptionist has they must get complaints about the time it takes to get through. Never in all the time I have been with this surgery has the service been so bad. You cant blame covid for everything can you ......

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Responses

Response from Harwood Medical Centre 2 years ago
Harwood Medical Centre

Submitted on 14/02/2022 at 08:46
Published on nhs.uk at 08:54

Dear Patricia,

Thank you for taking the time to provide us with your feedback. I'm really sorry that our service on this occasion, wasn't good enough. We agree that our phone system - at the time, was inadequate for the volume of calls coming through. We have been long awaiting an upgrade on our phone system, but due to the Pandemic - this was delayed. I am pleased to report that we have since had the new system installed in November 2021. We have also employed more administrative staff to ease the pressure. These changes have made a positive difference and I hope that patients have benefited from them.

Kind Regards,

Sophie Whitehead - Assistant Practice Manager

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