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Rude staff

Story from nhs.uk

"Rude staff"

About: Leeds City Medical Practice

The staff on the phone first of all dont answer the phone I phoned ten times today at 8 oclock which is when they are supposed to open..when they finally answered like 15 minutes later the staff sounded annoyed to be answering the phone which is their job I was then told that no appointmens today which ia fair enough as there are never any until days or weeks later so no suprise there.

Ive called many times in the past aswell and to be honest sometimes feel reluctant to call as you get staff at the other side which are very abrupt and dont have any telephone manners infact there is only one owt of them all that speaks like they want to help..I dont know what training they recieve or what checks are done before they are employed however it needs to be reviewed.

The receptionists need to be reminded that they are receptionsits and what their job role is and if they dont like answering the phone to go get another job where no phone activites are involved.

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Responses

Response from Leeds City Medical Practice 8 years ago
Leeds City Medical Practice

Submitted on 04/11/2015 at 08:47
Published on nhs.uk on 19/10/2017 at 14:31

I'm sorry that you are unhappy with the Practice. Please be assured that we are in the process of procuring a new telephone system to improve services. The new telephone system has greater call management functionalities allowing us to increase capacity to answer appointment related calls at busy times, as well as call recording to support training. We anticipate that the new system will be operational during November 2015.

With reference to appointments, patients who are ill and need to speak to a doctor can access our doctor triage appointment system – this means that the receptionist will add you to the telephone consultation list of the doctor on call that day. The doctor will contact you be telephone and, if necessary, the doctor will book you a face to face appointment either the same day, or another day, based on your clinical need.

Patients can also book appointments in advance. We operate an advanced access system which means that appointments are released at different periods in the time leading up to it. This is a standard system operated across all GP practices, adjusted to accommodate our local patient need.

The demand for appointments and capacity within the system is monitored regularly, with adjustments made to accommodate peak times. For example – having two doctors on triage at peak times.

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