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dissatisfied with very poor service

Story from nhs.uk

"dissatisfied with very poor service"

About: Asquith Surgery

I'm very disappointed with the surgery,it has taken 30min to get thro on the phone then being told there are no appointment's as I work I have been trying to make an appointment for last few days.it takes at least over 15-20 min on hold.you not even following your own policy procedures,it's laughable that you are taking on more patients when you can't even handle what you have got.the worst surgery very disorganized putting more stress on patient.I will definitely be moving surgery

Thanks for your rubbish service.its got worse ther is nothing good to say

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Responses

Response from Asquith Surgery 7 years ago
Asquith Surgery

Submitted on 16/09/2016 at 12:35
Published on nhs.uk on 23/10/2017 at 11:57

Dear Patient,

I am glad that I was able to speak to over the phone this morning, and also discuss the comments that you have made and I have also had time to explain the best way for you to get access to the services we offer around your busy work commitments.

I do apologise that it took you so long to get through on the phone today but as discussed we have two reception lines which the receptionists on duty are answering all the time, and when you are hearing the ringing line you are in fact in a queuing system.

If you pop into the surgery with photo ID and register for on line services you will be able to make/cancel/ and order medication at any time of day i.e. after 11pm when your work shift finishes.

You ideally wanted an appointment today before 2pm but as the problem was not an emergency I did offer you this afternoon, tomorrow (Saturday) and Sunday at our Hubs or with our clinicians first thing Monday.

Please contact for these appointments once you have your rota.

I hope this sorts the main points of your issues, but if you would like to pop into the surgery to collect a practice leaflet, or download it from our website asquithsurgery.co.uk this will give your information on all our services.

If you would like to discuss any points further please do not hesitate to contact me.

Best Regards

Vicky Hill

Practice Manager

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