This is Care Opinion [siteRegion]. Did you want Care Opinion [usersRegionBasedOnIP]?
Care Opinion

Can’t even get past telephone or reception to...

Story from nhs.uk

"Can’t even get past telephone or reception to..."

About: The Vesey Practice

Was referred by one of the doctors to Good Hope Hospital on a suspected TIA which was all efficiently done by the doctor. Went to the hospital, tests done. Was told by consultant at Good Hope to get a prescription for iron tablets for anaemia. Now getting through to see the doctor is highly problematic - the actual access is highly problematic, one can easily spend 20-30 minutes waiting on the phone to speak to a receptionist. I decided to go in to make an appointment and was told I should call before 8am as there are no bookable appointments. I said I was at work and couldn’t call. She kept insisting I should get a friend or someone to call. What about those of us who have no one to help us, my spouse died, and can’t call before 8am let alone be on a phone for up to 30 minutes just to talk to a receptionist who is not very helpful. It seems this practice is only for people who don’t have to be at work, earning a living, and not for people who do have to work and have no support. What then is the point having a GP when the support and accessiblility that we need from our GP is not present because of accessibility issues.

More about:
nhs.uk logo
Do you have a similar story to tell? Tell your story & make a difference ››

Responses

Response from The Vesey Practice 5 years ago
The Vesey Practice

Submitted on 03/12/2018 at 13:27
Published on nhs.uk at 14:06

Dear Ms Wadee,

Thank you for taking the time to leave your feedback regarding The Vesey Practice.

I'm really sorry to hear about the difficulties you've been experiencing getting through to us and obtaining an appointment. Appointments are in high demand and do get booked up very quickly. We are aware that during busy periods it can be difficult to get through on our telephones lines; telephone calls are placed in a queue for the next available receptionist to answer. We have recently had a meeting with our telephone company and new systems are currently been discussed in order to make our telephone access smoother. We hope when this is in place, things will be much easier for all involved.

We have recently started our Extended Access service which is run at Ley Hill Surgery in Sutton Coldfield. This service offers patients evening appointments and weekend appointments. This helps to accommodate working patients. We hope this service will be of use to you.

I am saddened to read that you feel our reception team are unhelpful. This is not the perception we want to give. I will raise your comments with the reception team at our next meeting so we can discuss ways in which we can improve our customer service skills.

We really appreciate your feedback as it allows us to pinpoint areas of improvement. Thank you for staying with us throughout this time.

Many thanks,

Laura Salter

(Site Manager)

The Vesey Practice

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
Opinions
Next Response j
Previous Response k