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some reception personnel

Story from nhs.uk

"some reception personnel"

About: Dr A Calow's Practice

The doctor referred to Royal Blackburn, Cardiology for further consultation regarding irregularities with echo-cardiogram.

Instead of getting an appointment letter, I received a referrals letter, which, because of a pre-booked appointment for 29th October will not book me another one earlier.

I do NOT wish to cancel this appointment, but I do need to make an appointment for a different problem.

The receptionist insisted I telephone the tel number on booking sheet.

The gentleman I spoke to insisted I needed to speak to surgery again and insist they make an appointment with hospital..

Each time I try to telephone, I am cut off after a few rings.

I do not believe this is an accident.

I think the Receptionist, who, unusually for this practice, was not at all helpful or knowleldgeable,

I think she was cutting me off.

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Responses

Response from Dr A Calow's Practice 5 years ago
Dr A Calow's Practice

Submitted on 15/08/2018 at 15:13
Published on nhs.uk at 19:06

When we received these comments we were extremely upset and concerned that we had not been of assistance.

I have discussed the comments with the Doctors and staff and we are now aware that this has been an issue with the Choose and Book referral system and not the GP practice. If a patient has any concerns or problems regarding a referral or wishes to chase up/cancel their appointment the reception staff have to give the telephone number for the Choose and Book team so that the patient can contact them directly and alter/re-arrange/discuss their appointment. Reception staff cannot do this on behalf of our patients.

I believe the secretary has contacted you and discussed these comments and sorted everything out for you now.

As for the telephone cutting you off and it not being an accident - can I assure you that we do not have 'call recognition' on our telephone system so the Reception staff would not know that it was you on the telephone and cut you off.

If there are any further issues with the telephone cutting you off please can I suggest that you contact your telephone supplier to see if there is a problem with your system?

I hope that your Choose and Book appointments have now been arranged to your satisfaction with the help of our Secretary.

please contact her (Adele) directly if you encounter any further problems.

Regards

Lynda Marsh

Practice Manager

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