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Unable to Contact Brownlow Health

Posted By Cea123

"Unable to Contact Brownlow Health"

About: Brownlow Group Practice

(as the patient),

I am unable to get hold of Brownlow Health. For weeks and weeks I can phone the practice, or any of the practices, and all the line does is beep and hang up. I have tried telling a receptionist about this but I felt that they were not interested/didn't care.

Right now I have to make an urgent appointment and yet I am unable to do so due to difficulty with the online system and this ridiculous phone line. 

How am I supposed to look after my health if I can't make appointments?

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Responses

Response from Lynne Butterworth, Information and Project Officer, Healthwatch Liverpool 6 years ago
Lynne Butterworth
Information and Project Officer,
Healthwatch Liverpool

Submitted on 13/12/2017 at 15:44
Published on Care Opinion at 16:35

Dear Cea123,

My name is Lynne & I work for an independent patient champion called Healthwatch Liverpool which takes feedback from members of the local community about local NHS services & passes this on to those that matter or can make a difference.

I noticed your feedback above on Care Opinion therefore contacted Brownlow Group Practice to see if they could help. The Practice Quality Manage replied with the following;

"We have logged this with iMerseyside who will investigate any issues.

As a practice we strive to improve our services and will do our own internal investigation to assess our call monitoring report from yesterday’s figures.

Can I suggest that the patient considers online services that enables appointment booking, online consultations with a clinician, ordering repeat medication requests. The patient must have a Pin to access this service that is individual to their health record and can be requested at our Reception. Please ensure I.D is provided when requesting this.

We endeavour to investigate this issue to avoid any foreseeable problems".

The Practice Quality Manager has also suggested you ask to speak to the Deputy Operation Managers at the surgery if you have any further problems, either Sam Green or Kellie Mason.

With Kind regards,

Lynne Butterworth

Healthwatch Liverpool Information & Project Officer

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Response from Brownlow Group Practice 6 years ago
Brownlow Group Practice

Submitted on 14/12/2017 at 04:51
Published on nhs.uk on 15/12/2017 at 03:12

Hello.

We are very sorry to hear that you have been experiencing problems.

We are aware that there have been issues lately, and based on yours and other's feedback, we are actively reviewing the system.

It appears that the answer message does not kick in if there are too many calls waiting.

We are taking measures to address that, including increasing the number of receptionists taking calls, and making patients more aware of the ability to contact us online via our website.

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