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long waits, rude staff

Story from nhs.uk

"long waits, rude staff"

About: The Lister Practice

when calling the reception, I have waited up to 90 minutes for any answer without success - and regularly after 15 minutes of waiting I give up.

relies on the DR-IQ app which is fine, but the online consultations mean that after a request is put through they can phone at any point in the day and just expect you to work your answer - they call once (reception says they will try again but this is a lie) and if you don't answer you are considered to be noncompliant and wasting their time.

actively damaging to patients who should find the surgery a safe space to discuss key health issues

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Responses

Response from The Lister Practice 2 years ago
The Lister Practice

Submitted on 06/04/2022 at 17:08
Published on nhs.uk at 19:23

Dear Patient,

Thank you for taking the time to leave us your feedback.

We are sorry to hear that you have had a negative experience with us, and apologies for any inconvenience or distress this may have caused you.

Our phone lines are extremely busy and although we aim to answer your call promptly this is not always possible.

We have ways in which we attempt to deal with this demand and improve patient access to our services.

One of the ways we do this is by using a phone system that monitors how many members of staff are logged into the phone and taking calls.

This system also alerts us when there is a Que building which prompts our management team to increase levels of the call handling staff.

We have also recently recruited 4 new admin members and are looking to recruit a further one, which will support us to deal with the phone calls.

Our medical staff are trained to ensure they call our patients twice before proceeding to call the next patient, I am sorry to hear this has not been your experience.

If this procedure is not being followed, we will investigate this further.

We would really like to get in touch with you in order to investigate this further.

Please contact us via email address provided below;

souccg.listerpractice@nhs.net

Yours Sincerely

Fabiana Soares

The Lister Practice

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