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Telephone unanswered

Story from nhs.uk

"Telephone unanswered "

About: Cheam GP Centre

On 18th November 2021 at 2pm I wanted to contact my mothers doctors surgery to ask about part of a prescription we had been denied for her stoma care and pain relief for a toe with gangrene. I waited in the telephone queue until I was position 2 in the queue after 30 minutes then got cut off. I phoned again and waited for a further 30 minutes and got to position 1 in the queue. I stayed at this position for a further 40 minutes and then gave up. This is absolutely appalling.

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Responses

Response from Cheam GP Centre 2 years ago
Cheam GP Centre

Submitted on 10/02/2022 at 15:07
Published on nhs.uk at 19:09

Dear Caroline

We really apologise that the experience you had did not meet your satisfaction.

We have looked into the issues with patients getting through on the phone and have been working closely with the phone provider to make access easier.

We have looked into the issues with patients getting through on the phone and have been working closely with the phone provider to make access easier.

We have also turned off the feature which used made you wait in a "cloud" for 15 minutes. Now if the phone is engaged it genuinely engaged.

We are also recruiting more receptionists for the busy morning sessions

We are also exploring other mediums of access including an internet based e-consultation service and patient online access.

If you would like to discuss further feel free to contact the management team and we you be delighted to let you know our progress

Management team

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