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Stress level trying to make appointments at...

Story from nhs.uk

"Stress level trying to make appointments at..."

About: Lister Medical Centre

Held on the phone in excess of one hour this afternoon

Trying to make an annual review appointment.

Gave up after hearing I was 2nd in the queue because I had been 2nd in the queue for at least 30 minutes.

Phoned again early evening, held on for another 20 mins.

More annoying music.

Explained to the

Receptionist that I needed a date to see both a Health Care Assistant & a Nurse for annual review.

After a long discussion the

Receptionist was unable to find a date when both were available.

Afer 10 minutes of checking she gave up stating she would phone me back either today or tomorrow.

Does the Office Manager at Lister House understand how stressful it is for people to have to hold on the phone so long listening to the most annoying music & then being let down by the inability of the system/staff to make a suitable appointment.

I await your return call giving me my appointment date.

Not good enough Lister House.

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Responses

Response from Lister Medical Centre 4 years ago
Lister Medical Centre

Submitted on 12/06/2019 at 12:35
Published on nhs.uk at 13:06

Dear Anonymous Patient

Thank you for your review of the service, in particular your issues with the waiting times on the phones and booking an appointment.

I absolutely understand your frustration and we are working hard to improve the response times on the telephone.

We are recruiting two further receptionists to bolster the numbers and we hope this will assist with the queue times.

As I am sure you are aware it is very difficult to meet the demands being put on general practice as more and more services are being directed to this from secondary care.

I would like to assure you that we are very aware of the impact this has on patients and we are doing our best to respond.

The appointment system at Lister has been developed so that the patient can attend on one day rather than having to come on several occasions for their reviews.

I will feed back your comments on this to our partners to see if we need to amend the way we book our joint clinic appointments.

I would have telephoned you myself but unfortunately you have not left your details.

If you would like to discuss anything please do not hesitate to contact me at the practice.

Regards

Karen Cakmak

Practice Manager - Lister Medical Centre

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