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Telephone call back system not suitable for...

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"Telephone call back system not suitable for..."

About: Brockwell Medical Group

In my opinion the telephone call back is not suitable for working people. Whilst at work it is not always convenient to take a phone call, even if a preferred time given. The last time I booked a call back I missed the doctors call, but when I called back (took ages to get through) I was asked if it was an emergency and if not I would have to arrange another call back. Also, it is not always the arranged doctor that calls you back, sometimes it is a nurse. Another issue is getting through to the reception by phone. I have today tried to call twice and was on hold for over 10 minutes without success, this is not acceptable. Myself and the rest of my family have decided to move to another practice in Cramlington, even though the Brockwell is more local and we have been with them for many years. Hopefully they will review their booking process and staffing levels for the reason stated above.

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Responses

Response from Brockwell Medical Group 4 years ago
Brockwell Medical Group

Submitted on 05/08/2019 at 15:14
Published on nhs.uk at 16:07

Thank you for your comments. We do our best to accommodate preferred time for call back, during lunch breaks etc.

We also offer extended access slots every weekday until 8pm, and also a same day GP appointment service on a Saturday.

Unlike some other GP practices we offer same day access which means that on certain days and certain times the phones can be very busy. During busy times there is a queuing system to cope with the high level of call volume coming into the practice at that time. The reason behind the queuing system is that your call will eventually be answered by one of our reception staff, rather than receiving an engaged tone. However it does mean that you may need to queue for several minutes to get through.

We are working on how to improve our access to appointments by offering more online options as well as a 24/7 repeat prescription answering service. These all make it easier for patients to make contact with the practice as well as reducing the volume of calls coming through the switchboard at peak times. We are also reviewing our appointments system to make it easier for patients to book into a face to face appointment or on occasions to pre-book at certain times. This is due to be piloted this year.

We are sorry to lose you and your family as patients having been with the surgery for a number of years. We do our best to provide patients with the highest level of care and are sorry that we have not met your expectations at this time. We are committed to improving services and listening to patient feedback and will ensure your views are taken on board as part of our access review work.

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