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Abysmal Telephone system

Story from nhs.uk

"Abysmal Telephone system "

About: The Green House Surgery

The telephone system you have now in place is absolutely frustrating . It is a sad fact that The system was easier to use , and with a better response back in 1980 ! Progress ? definitely not . Say 8.15 a.m , Phone the usual number .... It gives another number to book an appt. Phone that number it will not accept details it asks for , such as birthdays even in the format that is asked for .... and just hangs ... then you have to ring back the normal number to try get any joy ! I feel really sorry for anybody that is infirm and tries to use your system ! As apart from not getting through, the avearage phone call to your system costs about £2.50 each time ... NOT fit for purpose !

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Responses

Response from The Green House Surgery 2 years ago
The Green House Surgery

Submitted on 18/01/2022 at 08:21
Published on nhs.uk at 16:25

Thank you for your review. Our telephone system is still in place on the usual number (01642 475157). In order to manage the demand created by the pandemic, we introduced a virtual service to book, change/cancel appointments or order repeat prescriptions. This service is known as patient partner (T: 01642 424622). It is available 24 hours/day, every day of the year and there are no call queues. It therefore has considerable advantages for many patients. To access it, you need to obtain a PIN code from us and we will also check the demographic information on your medical record is correct. Occasionally the service initially won't work because we don't have a current telephone number for you. Calls to the service are charged a standard local rate. If you have any further difficulties using patient partner, please contact us and we will endeavour to assist you.

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