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"Awful Upsetting Surgery "

About: Abington Park Surgery

This surgery is appalling! On all 3 occasions of calling the surgery in the last 3 months I have sat in a call queue to reach number 1 and then have my call cut at that point. Cannot make contact with reception as this keeps happening and there is no way to get test results etc because of this happening. Emails sent to surgery following this happening have been ignored and not one of these emails have been acknowledged or an apology made. I am at my wits end with this and do not know how to contact this surgery - they are making it impossible to get to speak to anyone by cutting patient calls as soon as they reach number 1 in the queue. This is appalling and Covid cannot be blamed for everything; I work in a surgery hence cannot accept this basic level of service not being achieved.

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Responses

Response from Abington Park Surgery 4 months ago
Abington Park Surgery
Submitted on 30/12/2021 at 10:09
Published on nhs.uk at 20:20


Dear Patient

I am sorry to hear that you are experiencing difficulties getting through to our receptionists.

During the past year we have seen a 51% increase in the number of telephone calls we are receiving which has highlighted problems with our current telephone system which continues to drop calls once they reach Number 1 in the queue.

Due to the problems our patients are experiencing we have decided to change our telephone provider and this work is due to take place in the 2nd week of January. Once installed, this system will alleviate the problems being experienced by patients and will have a greater functionality to help inform patients and also has a 'call back' facility if you do not have the time to wait for the call to be answered.

Sorry for any inconvenience and frustration caused.

Kind regards

Lisa McKenzie

Practice Manager

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