"Appalling "

Dear patient. Thank you for taking the time to write this feedback for us. I am sorry to hear you are not happy with the service you have received. Unfortunately, we are experiencing unprecedented demand on our phone lines which does mean that wait times have increased. We are doing all that we can to improve this, such as encouraging use of our online appointment form and increasing number of staff taking calls. Our online appointment enquiry form is quick and easy to use and means that you will not have to wait on the phone. No login is required to access our online appointment enquiry form and a clinician will still triage your request in the same way that is done when you call the Practice. The link to our online appointment request form is: https://bit.ly/HGHAppointmentEnquiry

In your feedback you make reference to waiting a further 10 minutes on the phone whilst a receptionist spoke to the duty doctor, we do this to ensure that all appointment requests are triaged and the problem is dealt with by the correct clinician the first time. I hope this information has helped to explain some of the wait time you have encountered. Our Patient Services Manager would be happy to discuss your concerns with you, if you would like to do this, please fill out our 'Contact the Practice' form, https://www.hallgreenhealth.co.uk/navigator/contact-the-practice/ and state in the form that it is for the attention of our Patient Services Manager. Many thanks, Phoebe, Social Media & Communications Manager.