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Appointment s via telephone

Story from nhs.uk

"Appointment s via telephone"

About: Chapelgreen Practice

Rang Chapelgreen Practice this morning and was holding as no 3 in the queue for 39 minutes eventually the phone was answered after 50 minutes and then was informed that my doctor and I gave an alternative doctor had no appointments in the next 3 weeks so I have got to ring back again!!!!!! This is very poor service for patients.

I do not think it's acceptable to wait 50 minutes for the telephone to be answered and then be told to callback because there are no appointments

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Responses

Response from Chapelgreen Practice 5 years ago
Chapelgreen Practice

Submitted on 20/06/2018 at 09:25
Published on nhs.uk at 11:06

Thank you for bringing your concerns to the attention of the practice. The practice is committed to providing a high quality, patient-focused service. Opinions from patients are taken very seriously, as we want every patient to feel satisfied with the services we provide. You have not provided enough detail for us to investigate your concerns fully and provide a formal written response. This can be done if you contact the practice direct.

We have completed a preliminary investigation and can confirm that during that time period we were receiving on average 107 calls per hour, and patients were waiting on average 8 minutes for calls to be answered, whilst some calls did have to wait significantly longer for which we sincerely apologise. And whilst on average it took just over 1 minute to deal with these calls some were significantly longer at over 16 minutes.

In the meantime it may interest you to know some of our appointment figures for the previous month;

Patients seen in GP appointments 3058

Patients seen in Nurse appointments 2027

Patients who failed to attend for appointments 133

Patients triaged over the phone by a Nurse or GP 1447

Patients signposted to other suitable services 117

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