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Response to calls

Story from nhs.uk

"Response to calls"

About: Camrose Medical Partnership

my mum passed away and I phoned the surgery to advise them and I was waiting on the phone before it was answered for 16 minutes, I nearly gave up but it was important to advise them but I cant understand why it takes this long to answer the phone, when I have been in the surgery the receptionist never seem to be so busy they cant answer the phone. When we went to the funeral directors they also tried to call the surgery to get the name of my mums doctor and after waiting on the phone for 25 minutes gave up .

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Responses

Response from Camrose Medical Partnership 5 years ago
Camrose Medical Partnership

Submitted on 12/03/2019 at 14:05
Published on nhs.uk at 15:06

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

We would like to offer our sincere condolences for your loss and apologise for the length of time that you had to hold on the telephone to the Practice, particularly during such a difficult time for you.

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.

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