"Making appointments"

Thank you for leaving feedback, and for your lovely comments about our doctors and nurses.

I am sorry you had a bad experience trying to make an appointment.

Since reading your comments we have been reviewing the current telephone system. We have four incoming telephone lines and two telephone receptionists dealing with patient queries and appointments. As soon as the patient dials in they are held in a queue waiting to be answered, and as soon as the receptionist ends a call, the next call waiting automatically rings through on their telephone.

However because the patient hears a recorded message and then a ringing tone, it is possible that the patient may feel their call is being ignored.

We are going to look into making this more clear to patients.

Concerning your comment that the call was terminated as soon as it was answered, this is very puzzling. About three weeks ago we did have a problem with the phone lines which included some being cut off mid call, and I wonder if this is what happened.

I assure you none of our receptionists would have done this deliberately.

I do hope you decide to stay with the practice and that your future experience is more positive. If you do have any further problems with the telephone please could you make a note of the date and time, and contact the practice manager so that we can investigate this.