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Overwhelmed and Slow

Story from nhs.uk

"Overwhelmed and Slow"

About: Village Surgery

On 2 separate occasions calls have been on hold for over 25 minutes to get through. With office closed pre-recordings playing well into opening hours.

Prescriptions do not appear and are then questioned as lies by reception staff due to information being incorrectly recorded.

Incorrect information is frequently given out by non-clinical staff with regards, to hospital services and contact telephone numbers.

Reception staff have booked appointments for taking blood for children only to discover on patient arrival that they can not do this and the child should have gone to hospital. (This appointment took 3 weeks to get)

On the last 3 occasions a gp has been required we have opted to pay for a private GP rather than run the reception guantlet or face ridiclious waiting times.

The excuse of covid is wearing a little thin as the rest of the country has to perform as normal.

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Responses

Response from Village Surgery nearly 2 years ago
Village Surgery

Submitted on 13/07/2022 at 13:39
Published on nhs.uk at 19:26

Dear James,

Thank-you for your feedback. I am sorry to hear of the negative interactions you have had with us recently. I would appreciate the opportunity to investigate this further. All of our phone calls are recorded so if you are willing to provide me with the patient details and dates I can do this.

You state that on two occasions you waited 25 minutes to have your call answered? This length of wait is highly unusual so, again, if you provide me with the date and telephone number you called from I can look in to this.

You reference 'With office closed pre-recordings playing well into opening hours' - is this with regards to our phones closing between 12:30-1:30pm? The Surgery is still open at this time for visitors. If this is not what you are referring to then please clarify.

I would also like to investigate the more serious comments you have made about the prescriptions and 'incorrect' information being given out by non-clinical staff.

All of this information can be sent to me c/o our administrative email address villagesurgery.poole@nhs.net

Kind Regards,

Emma Charles

Deputy Practice Manager

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