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Diabolical appointment

Story from nhs.uk

"Diabolical appointment"

About: Loomer Road Surgery

Tried to get an appointment today.

They had no appointments, only rang at 12pm and no appointments for weeks on end.

Unless you ring at 8am in the morning.

When you do ring, it's either constantly engaged, or when the phone does ring the phone goes unanswered.

Lack of appointments is putting lives at risk.

Last time I ended up in a walk in centre as they had no appointments, ended up being diagnosed with Bronchitis.

This surgery is totally diabolical for appointments.

Maybe if the surgery had a system of getting rid of that diabolical jingle they have on the phone patients would get through quicker.

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Responses

Response from Loomer Road Surgery 6 years ago
Loomer Road Surgery

Submitted on 01/02/2018 at 16:26
Published on nhs.uk on 09/03/2018 at 16:58

I am sorry you have had difficulty accessing an appointment via the telephone.

We previously had a lot of patient concerns around the old telephone system, where the calls were getting cut off after a certain time period.

From listening to our patients we implemented a new telephone system in September 2017 due to the previous system failing to manage the Surgeries patient demand.

The new telephone system has been built to our specific requirements and based on what our patients have fed-back that they wanted.

Regular audits are continuously ran gathering information to make sure we are still meeting the demand via the telephone.

These audits do show a huge improvement. There are some specific instructions to follow when you do call but this is to make sure that you are dealt with by the relevant team first time.

Routine appointments and telephone consultations can be booked anytime during the day. We reserve appointments daily and weekly for patients that require an appointment within a week or on the day for more urgent matters. Alternatively if you had access to our online services you could also book an appointment online.

Thank you

Ruth Matthews - Reception Manager

Loomer Medical Group

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