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Telephone system is a joke

Story from nhs.uk

"Telephone system is a joke"

About: Droylsden Medical Practice

I am at the end of my tether with this surgery. I've called six times today at various times, as well as twice yesterday - in fact, I've been on the line on this attempt for ten and a half minutes and I still haven't spoken to anyone.

Yesterday the automated message said that the surgery was closed, despite the advertised opening times stating they were open until 6.30pm

I have a severe allergy which requires me to carry epi pens at all times, and I've lost one. I'm going on holiday next weekend and if I have any kind of reaction and have to use my remaining one, I will then be without any way of stopping my body going into anaphylactic shock if my allergy is set off.

I'm unable to pop into the surgery as I work too far away to get there before 6.30pm, so I would have to leave work early in order to pick up a prescription, and wouldn't be able to leave work early to place a request for a prescription.

The receptionists are clearly understaffed and something needs doing urgently, as in some cases this issue with being unable to speak to anyone is going to put people with serious issues off from seeing a doctor as it's simply too much hassle!

I've now been on the line for over 15 minutes and still no answer!

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Responses

Response from Droylsden Medical Practice 5 years ago
Droylsden Medical Practice

Submitted on 18/05/2018 at 17:27
Published on nhs.uk at 19:06

Dear Patient

Please accept our apology that you have been unable to access the practice today, we have been very busy dealing with calls and patients attending reception, the surgery was closed yesterday afternoon for staff training which happens monthly for all practices in the Tameside area, notices are displayed within the practice and communicated where possible to patients, I again apologise if you did not receive this information.

Please email your prescription request to droylsdenmedicalpractice@nhs.net for your request to be processed in time for your holiday, please include your name, D.O.B. and list of required drugs, please allow 48 working hours for your prescription to be processed.

We would also be happy to discuss any on-going issues you have with the practice if you would like a call from the Practice Manager or Assistant Manager please also request via email.

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