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Appalling telephone receptionists

Story from nhs.uk

"Appalling telephone receptionists "

About: Lupset Health Centre

Started to ring the surgery to book a blood test appointment at 9.30 this morning. Waited over 50mins to get through. When I finally got through the receptionist cut me off!! Immediately rang back and had to wait another 30mins. This has happened many times before and I do feel that something seriously needs to be done about the waiting times to get through on the phone. Not everyone has time to sit and wait in a queue for all this time when they are working. The receptionist staff have a really bad attitude and need training in customer service. Why am I always made to feel like a burden to book an appointment. The calls should be monitored by management to see how they are treating their patients. The only reason I am having all these blood tests in the first place is because for some unknown reason all my doctors records have been lost.This was only discovered when I asked one the nurses about a free flu jab due to my coeliac disease and was told it wasn't on my records!! I was diagnosed with this nearly 30 years ago and I am now having to prove all my conditions all over again. Unbelievable!

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Responses

Response from Lupset Health Centre 16 months ago
Lupset Health Centre

Submitted on 14/12/2022 at 08:13
Published on nhs.uk at 21:55

Thank you for your comment. I have extremely sorry that you feel the service you have received from the Practice has not been a positive experience.

We are working with the telephone provider to see how we can assist patient in contacting the practice, unfortunately due to the high demand it cannot be fixed immediately but please be reassured that we are aware of the issues you have raised concerning the telephone system and booking appointments and we are working towards improving the system for the benefit of both patients and the Practice staff.

All our staff receive customer service training on a regular basis and telephone calls are monitored by the Managers at the Practice. If you would like to contact the Practice Manager and give more details of the incidents, you have raised then I will investigate your concerns.

Kind Regards

Lisa Roberts

General Manager

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