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Phones still not working

Story from nhs.uk

"Phones still not working"

About: The Elizabeth Courtauld Surgery

Have tried several times to get through on the phone, the icing on the cake was waiting for nearly an hour and then being cut off. I then drove to the surgery to explain that the phones were not working and was met with, 'yes, we know there are problems'. I had missed a call back from the nurse and was trying to reschedule around my work commitments but this is impossible as you are always told the call will be, 'sometime this afternoon'. I was told to try calling back the following day, when i pointed out that the phones were not working I was met with a shrug. I have to agree with previous reviews regarding the service offered at the surgery. We are seriously considering moving so that we can have access to reasonable healthcare. In the UK in the 21st century this is not acceptable or reasonable.

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Responses

Response from The Elizabeth Courtauld Surgery 2 years ago
The Elizabeth Courtauld Surgery

Submitted on 19/10/2021 at 11:54
Published on nhs.uk at 11:55

Dear Jan,

The nurse tried to phone you three times on 13/10/21 over a period of time. If the patient misses the call, our policy is to try one more time and then send a text saying the patient will need to rebook.

However, we do appreciate it is difficult when you are working to be available to take a call at any time of the day and will take your comments on board about the timing of appointments .

We have had a new telephone system installed and are having ongoing problems with this, the company are trying their best to sort this out. We apologise for the inconvenience this has caused to you.

We also received an email from you yesterday and, on this occasion, I authorised for an appointment to be booked for you with the Nurse Practitioner. In future, we would need you to phone to rebook.

Kind regards

Carrie McSpadden

Practice Manager

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