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Unable to make appointments ever

Story from nhs.uk

"Unable to make appointments ever"

About: Willow Bank Surgery

This is a strange GP first and foremost it is almost impossible to make an appointment or get help, the phone line is constantly busy and is only managed by 1 person in the meir office. Even if you are number 1 in the phone que you can be waiting up to 40minutess. If you do managed to get through the receptionist can be quite rude and unprofessional at times, on top of that they rarely have any appointment slots if any, I’ve waited weeks/months just to make an appointment before regardless of my issue. The previous head GP/doctor seemed to be either too under pressure or just didn’t care anymore and gave you little to no time or sympathy about your issues.

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Responses

Response from Willow Bank Surgery nearly 2 years ago
Willow Bank Surgery

Submitted on 01/09/2022 at 15:19
Published on nhs.uk on 02/09/2022 at 11:57

Dear Kai,

Thank you for taking the time to post a review regarding our practice. I am sorry to hear that you have not had a good experience. I can reassure you that the phone lines are managed by more than one person and we have systems in place to ensure calls are answered in a timely manner. I can only apologise that you have been kept waiting at number 1 in the queue and will report this to our system provider. I am also sorry to hear that you have found our receptionist to be rude. If you are able to share details of the receptionist in question, I will be happy to follow this up for you. We have implemented systems whereby no patient is refused an appointment, whether it be a telephone query appointment or face to face appointment. I am surprised to learn that you have been waiting weeks to be seen. If you would like to contact me at the practice on 0300 123 5002 I can help to resolve this for you. I will make sure that your comments are also shared with the practice team. I look forward to hearing from you.

Kind regards,

Bev Heath

Practice Manager

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