"Receptionist not answering phone calls"

About: Market Street Health Group Market Street Health Group East Ham E6 2RA https://www.marketstreethealthgroup.org/

Posted via nhs.uk 2 years ago

Every time I try to call the surgery they put you on hold for 2 hours to answer!
I’ve gone pass the surgery and they are not busy so why don’t they answer phone calls.
This is very unprofessional and something is not right! It needs looking into!
It’s not fair for people like us that are desperate to call the surgery and to be put on hold for 2 hours.
Thank god we got the nhs app to make appointment etc… but sometimes we have no choice but to call the surgery for other things that you can’t do on the app or online.

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Market Street Health Group

Submitted on 12/12/2022 at 16:20

Published on nhs.uk on 13/12/2022 at 10:34

Dear Patient, Thanks for your feedback and I am sorry that you are not happy with the service. Just as a point of clarification, the phone is not answered at the front desk for confidentiality reasons. The receptionist at the front will be doing other admin work if they are not dealing with a queue of people whilst the other receptionists answer the phones at the back of reception. We continue to try out best with the huge volume of calls we receive daily. Do contact me directly or submit a feedback form on our web site with your details and details of your experience and I would b e happy to investigate further. Yours, Hazel Trotter, Practice Manager

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