Where to start?
The telephone service is appalling. You call and often just get an engaged tone. Sometimes you get through to get an overly verbose message which eventually ends to be told you are number whatever in the queue. Eventually you again get a ring tone and you start to get a sense of anticipation. The ring tone persists for a while and then there’s a clunk and you get the overly verbose message again which ends with an announcement that you are four places further back in the queue than you were ten minutes ago. Your patients have busy lives too and don’t have time to spend prolonged periods on the phone like this to get an appointment.
The repeat prescription service is dreadful with electronic scripts often not being sent as requested resulting in a visit to the surgery being required to pick up hard copy with no excuse or reason behind this being offered.
The practice manager doesn’t respond to formal complaints and I am still waiting for an answer to a written complaint about the problem described in the previous paragraph submitted almost a year ago.
A response made by the practice to another complaint made here states that urgent same day appointments are always available. Anybody dealing with the practice knows that not to be the case and will have been told on several occasions that there are no appointments that day.
In fairness, medical staff I have managed to secure appointments with have always been competent and diligent. The practice needs to address the significant issues described above as support staff and admin make up the greatest part of the patient experience and CMG are falling down very badly here.
"Looking for a new Practice"
About: Cambridge Medical Group Cambridge Medical Group Linthorpe, Middlesbrough TS5 5NN
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