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Poor customer service and reception

Story from nhs.uk

"Poor customer service and reception"

About: Dr Ap Blight's Practice

Terrible reception and appointment booking process. You have to call to make an appointment at either 08:30 or 14:00, at which time it will take multiple attempts to be connected because the line will be busy. When you do get through to the line you will be the 9th in the queue. The last time I called to make an appointment, I called, as requested at 08:30 and I was told that they only had emergency appointments left. I complained about this and it very much fell on deaf ears, the receptionist couldn't have cared less. Today I called again to make an appointment and the receptionist said to a colleague in the background (while I was still on the phone! ) "I've got him again".

Hightly unprofessional and rude reception with a very old fashioned booking process.

If you're lucky enough to get an appointment with a doctor, I have been satisfied with the service, however, I cannot recommend this surgery because of the rude reception and terrible booking procedures.

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Responses

Response from Dr Ap Blight's Practice 5 years ago
Dr Ap Blight's Practice

Submitted on 25/06/2018 at 11:50
Published on nhs.uk at 12:06

Thank you for providing us with your feedback.

Your comments have been duly noted and are currently under investigation by the Deputy Practice Manager.

We apologise that your experience has been less than satisfactory.

08:30 & 14:00 are the peak times for patients calling in to make appointments.

If you have access to the internet via a computer, ipad or mobile phone you may find it more convenient to book your doctor's appointment directly on-line. There is an application form on our website which is also available to collect at the main Reception Desk.

If I can be of assistance with this in any way, please do not hesitate to contact me. Many of our patients are pleased with the flexibility and convenience of on-line booking.

With regard to your last call, this is being looked into and we will respond to you by letter within the next few days.

Mrs J Keane, Practice Manager

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