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"Service is deteriorating"

About: Laburnum Health Centre

I have always had extremely good service from the practice today I wanted a triage appointment so, as per surgery policy, I phoned at 0830. Line Busy

I then phoned 106 times until I got an answer at 0907.

Went through all the automated routine only to be told that all triage appointments were booked and to phone back after 1pm or contact 111 or go to A&E.

This telephone system is just not good enough as getting connected is a matter of happening to dial in just as a line becomes available. A proper system would put callers in a queue inform them how many calls were ahead of them and remove the 'pot luck' nature of the current system

I will be calling again this p.m. as I do need to speak to a doctor about some referrals and I need to arrange a face to face appointment as well.

I am not hopeful that I will be successful though but I know once I can get through this almost impenetrable telephone system I will get the usual excellent service from the practice.

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Responses

Response from Laburnum Health Centre 2 months ago
Laburnum Health Centre
Submitted on 08/09/2021 at 13:03
Published on nhs.uk at 14:52


Dear Patient,

We are sorry to hear that you are experiencing difficulties getting through to the practice. Unfortunately there are times when the phone lines are extremely busy but this is something we have no control over. We do however take on board your point regarding having a system in place where the caller is kept informed of how many callers are in the queue. This is something we have looked into however, our phone supplier is not able to provide us with this service at present.

If you would like to discuss this further please write in to us.

Kind regards

Laburnum Health Centre

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