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Shockingly Bad

Story from nhs.uk

"Shockingly Bad"

About: Penshurst Gardens Surgery

My 88 year parent for whom I have authority at the surgery rang me in tears having been on hold over 3 days for over an hour each time. I started calling at 1630 today and by 1850 my last attempt failed, after being on hold for 48 mins and being at No1 in the queue for 30 of those minutes. I a mention that the software had been fixed so I can only assume it's just poor management. I am at the end of my tether as this is not the first time such poor service has been evidenced. I appreciate the impact of COVID but it seems this practice is wilful in its approach. I can't even go there.

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Responses

Response from Penshurst Gardens Surgery 2 years ago
Penshurst Gardens Surgery

Submitted on 12/05/2021 at 20:51
Published on nhs.uk on 13/05/2021 at 16:46

Thank you for your feedback. Like many other practices we are experiencing a huge surge in demand with our phone lines getting jammed. In this situation we would advise calling 111 or 999 if it's an emergency rather waiting in the queue. Please note that the practice closes at 1830 and your last failed attempt at 1850 should have automatically directed your call to NHS 111. We will look again at the monitoring data from the phone company to investigate what is actually happening here. Kind regards, Penshurst Management.

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