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Rudeness of telphone staff - waiting times...

Story from nhs.uk

"Rudeness of telphone staff - waiting times..."

About: Manor Park Surgery

I have being ringing for the last 2 days trying to book an appointment, when the phone was answered this time it took 20 minutes. They said there system logs accurately their waiting times and the manager of the Telephone appointment system said the longest time today was 6 minutes. Obviously this is inaccurate as it wasn’t showing my waiting time…….. When I tried to explain my issues, she did not give me the courtesy of letting me finish what I had to say, she interrupted me and spoke over me 3 times, eventually I had to raise my voice to get my point across. Manor Park booking system has gone from bad to worse. I personally am now moving to a different practise as I don’t feel Manor Park surgery do NOT deserve any money for me as a patient from the NHS as they are a low level functioning surgery.

I have complained previously only to be ignored, I have being at this surgery for over 25 years and I have never see it so sub-standard. I say to you out there who are unhappy with this service, complain and vote with your feet once you have complained.

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Responses

Response from Manor Park Surgery 6 years ago
Manor Park Surgery

Submitted on 23/04/2018 at 09:30
Published on nhs.uk at 10:06

Thank you very much for taking the time to provide us with your comments and we are very sorry you have experience long waits when trying to get through on the telephone.

We are aware of the long time and frustration when attempting to get through on the telephones. We are currently recruiting new staff to help better manage the demand on our telephone system. We are confident that when our new staff are trained, we will be able to provide a much faster and more efficient service for our patients.

I would advise you that as well as phoning the practice, you can also come to the practice for 8am and 1pm appointments. You can also book online.

I am also very sorry you found staff to be rude, our staff are under a lot of pressure and constant pressure to answer the telephones as quickly and safely as possible. This is no excuse however and I shall feed your experience back to the team leader of the booking service team.

We are sorry that you feel you have had no choice but to leave the practice and I wish you all the best in registering elsewhere.

Kind Regards

Karen Wood

Front Line Services Manager

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