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Don’t bother phoning

Story from nhs.uk

"Don’t bother phoning"

About: Bersted Green Surgery

Phoned bang on 8am and was 8th in the queue. 35 minutes later and I finally got to speak to someone who was reluctant to even give me an appointment saying that it sounded more like something a pharmacy could deal with (it wasn’t, now facing a weekend on IV antibiotics because the paramedic I was allowed to see didn’t diagnose me properly) and so I should go there. Their phone lines are a joke, no just first thing but all day every day. Have made it to first in the queue numerous times only to be cut off, 25 to 30 minutes on hold is the norm. Prescriptions often go missing and it’s almost impossible to get a routine appointment, you just get told to phone on the day you want to come in.

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Responses

Response from Bersted Green Surgery 5 years ago
Bersted Green Surgery

Submitted on 06/11/2018 at 23:12
Published on nhs.uk on 08/11/2018 at 02:36

I am sorry that your experience has been so difficult. We are aware that the phones have become extremely busy at peak times during the day and are currently recruiting additional reception staff to try to reduce the waiting times. There was a problem with patients being cut off but the phone company assured us that this was resolved and I havent had a complain about it for some time. If this happenned to you recently then please let us know. I obviously dont know what you were requesting an appointment for but our receptionists are asked to signpost patients to alternative providers, such as pharmacists, if they think they could help as many patients are not aware of the range of services that they offer. As I dont know who you are I cannot investigate or comment on the appointment you had with the paramedic so if you would like me to then do please contact us directly.

thank you

Bersted Green Surgery

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