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Time taken to answer telephone

Story from nhs.uk

"Time taken to answer telephone"

About: Brockwell Medical Group

Whilst having no problems with the GP's at this surgery who are always very good, the length of time taken to answer the telephone is getting worse. I tried ringing the surgery today at 2 pm and did not get through until 3.10 pm. This is totally unacceptable from anyone let alone a doctors surgery. The excuse is always the same, high volume of calls, staff shortages etc.Very frustrating and very worrying.

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Responses

Response from Brockwell Medical Group 4 years ago
Brockwell Medical Group

Submitted on 24/09/2019 at 13:03
Published on nhs.uk at 14:07

Thank you for taking the time to provide feedback. As you will see from the other responses on this page we apologise for the current issues with the phone system. You rightly point out that it is due to a high volume of calls and levels of staffing. This is due to the demand created by having a same day access system, and we do our best to manage this every day although at certain times it can be very busy, making it difficult to get through. We have been reviewing this issue and are looking to implement a new model in the next few months which will offer our patients better choice about booking appointments and also how to contact us. We will make more information available about these changes once available. Many thanks. Pauline Ironside, Business Lead.

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