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Impossible to get a hold of

Story from nhs.uk

"Impossible to get a hold of"

About: Ladies Walk Practice

Incredibly hard to get through to reception staff, I call at the most convienent times and still no answer and what's funny is at the times I call I've been in the surgery and they just let the phones ring. They do not listen and tell me a doctor will have to call which they never do it's unbelievable. I've been on hold for a minimum of 20 minutes before just ridiculous.

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Responses

Response from Ladies Walk Practice 6 years ago
Ladies Walk Practice

Submitted on 22/11/2017 at 11:13
Published on nhs.uk on 24/11/2017 at 03:15

Thank you for your comment.

I am sorry that you have been having problems in getting through to the surgery. Over the last two weeks we have had technical difficulties with our phone lines which have been out of our control.

Unfortunately this was a nationwide problem and affected many companies. it is very unusual for any call to be kept waiting longer than a few minutes. If you call and are put on our triage list then a doctor will return you call.

If you haven't received a response within 2 hours then you must call in as often the doctor will return the call and it is either engaged or unanswered.

If this happens a note will be added to your consultation to advise of this.

As I said the doctor would never not bother to call you back.

If you would like to discuss this personally please contact the surgery.

Janet Fry

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