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Far fetched

Story from nhs.uk

"Far fetched"

About: Gillies & Overbridge Medical P/Ship

Every time you call takes 20+ minutes to get through once you have got though staff always sound like they don't want you to be on the phone making you feel very degraded. I booked an appointment 1 month in advance as they had nothing else then when I went on the day somehow it was cancelled. So they managed to fit me got to my appointment 15 minutes early proceeded to wait for 1 hour and 15 minutes to be seen for the doctor to rush me out the door.

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Responses

Response from Gillies & Overbridge Medical P/Ship 5 years ago
Gillies & Overbridge Medical P/Ship

Submitted on 12/03/2019 at 12:58
Published on nhs.uk at 14:06

Thank you for contacting us with regard to your feedback about our services.

I would like to apologise that you are unhappy with the service you received.

Our telephone system had a programming error that became apparent after a few weeks.

It took time to identify what the fault related to but it was then fixed.

Unfortunately, we have recently realised that the problem has reoccurred and we are working hard to resolve this issue, once again.

We have also now recruited additional members of reception staff to help deal with high levels of calls.

On average we receive in excess of 5000 calls on a Monday, and usually over 3250 each other working day.

We are acutely aware that patients are waiting a long time for their call to be answered for which we would like to apologise, and to reassure you we are working to reduce this time.

I am sorry if you felt that the staff were unhelpful when you spoke to them on the telephone.

Our calls are recorded and therefore a useful tool for staff training purposes so that they can reflect on their performance and also learn from specific events.

Please contact us via email at acorn.health@nhs.net regarding your specific concerns and then we can look into this further for you.

I am sorry to hear that there was an administration error with the booking of your appointment but I am pleased to hear that you were fitted in with a GP that same day.

I am sorry that you felt rushed out by the GP; again, we are happy to look into this specific incident for you.

Please email us with an explanation of what happened and we can the look into this further and ensure you are sent a full response regarding the incident.

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