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What on earth has gone wrong with this surgery

Story from nhs.uk

"What on earth has gone wrong with this surgery"

About: Portsdown Group Practice

I used to praise this surgery... no more.

The phone in in the morning for an appointment is like a squaller around a feeding frenzy and end up getting nothing most of the time.

The fact that all phone calls are directed to one call centre to get farmed out to a relevant practice should be a good idea ... but this certainly is not with this practice set up.

Like this morning hubby needs an appointment

The phone rings and rings then just drops the line w with a message insinuating its busy. Nearly 20 times we got hung up on.

I have actually put off going to the dr myself now for over a year ... it makes you feel you are not worthy of any help.

The stress of just getting someone to answer puts you off.

Something is seriously wrong here and needs to be sorted ... or you just hoping we all go away ?

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Responses

Response from Portsdown Group Practice 4 years ago
Portsdown Group Practice

Submitted on 03/06/2019 at 11:35
Published on nhs.uk at 12:06

Thank you for taking the time to provide us with your feedback. We are sorry you are having difficulties when trying to arrange an appointment.

It is well publicised that access and appointments for Primary Care is going through exceptionally difficult times.

We are constantly monitoring, our staff levels and limited resources, to offer the maximum number of appointments that we can.

The contact centre provides us with the opportunity, to be flexible with the clinical capacity available to us. We would like to assure you that you are not 'hung up on,' when we have reached maximum capacity of calls the line cannot be connected. We would strongly recommend that you continue to make contact to arrange an appointment, if you haven't already and do have access online we recommend you register for online access or use our eConsult where you can access advice and treatment through our website.

We hope going forward you will have a more positive experience when trying to gain an appointment.

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