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Hate ringing surgery always left feeling...

Story from nhs.uk

"Hate ringing surgery always left feeling..."

About: The Limes Medical Centre

The receptionist are unhelpful. They don’t listen and try to help. They tell you what they think, and just want to get you off the phone, it’s like they make it up !! The information they give is not accurate. I hate ringing the surgery I’m left feeling frustrated and hardly ever get why I called sorted.

I understand why people attend A&E, it’s because the issue gets sorted, people should be able to get a good service from GP receptionist ‘s but they are known to be unhelpful. The doctors must be aware ?

I hope NHS goes private the service has to get better.

I rang to get a prescription sorted, it’s going on over a week. In the end 111 sorted it they are brilliant. They are always professional and helpful. Unlike the limes Waltham abbey.

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Responses

Response from The Limes Medical Centre 5 years ago
The Limes Medical Centre

Submitted on 22/01/2019 at 10:27
Published on nhs.uk at 11:06

Thank you for your recent comments regarding some issues you are having with The Limes.

All our reception staff are trained to deal with patient queries and are appropriately trained to triage calls and determine the urgency of issues being raised.

I am sorry if you feel the receptionists are unhelpful; we certainly get lots of positive feedback for our team.

Going forward, the surgery are planning additional training for our receptionists to further increase their skill set in an ever-changing and more demanding role.

It is difficult to comment on a prescription issue without knowing the nature of it and there are many reasons as to why medications may not be issued such as not having information from a hospital, patients not having blood tests or more stringent monitoring of certain medications that would require a patient to be more regularly reviewed, to name but a few.

It is worth noting that we do not deal with prescription requests over the phone.

You have already mentioned the difficulties faced when calling; this would be impacted upon even more if we were to also take requests for medication over the phone.

That being said, we do have a prescription clerk to talk to should there be issues with medication.

As you have left this comment anonymously I am unable to contact you but should you wish to speak to me to discuss any issues further I would be delighted to do so.

Andrew Bailey

Patient Liaison Manager

01992 566600

andrew.bailey6@nhs.net

  • {{helpful}} {{helpful == 1 ? "person thinks" : "people think"}} this response is helpful
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