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Appalling triage/booking system.

Story from nhs.uk

"Appalling triage/booking system."

About: Brockwell Medical Group

Appalling triage/booking system. Call first thing, in a queue, eventually have to hang up because have to get back to work. Call mid-morning, same queue. Call next day, busy, line drops. Call later, eventually get through, told someone will call me back. Can't take the call that eventually comes because in work. Call back in response, person I need to speak to has left. Call back next day. Speak to someone, told I should speak to the original doctor.

Popped in with letter asking for Dr to complete (after previous contact). 10 days later I ring and am told the letter is with the doctor. Twelve (12) days after first dropped letter in I received call, I couldn't take call and no message was left. Received letter from practice 2 days advising someone had looked at letter but I needed need to speak to original doctor. Next day +1, I called ... and in held queue until had to hang up. Called again at next opportunity ... practice closed (12:05pm Monday!!).

"Triage" system DOES NOT WORK. If you think it does work then you are hiding from the truth. Look at these reviews - all negative comments are about the same thing!!

I've even received a call-back (yes they do happen) while stood in reception, mentioned this to the doctor in conversation and asked/suggested that I come down to consulting room: "No, no, don't bother, just stay on the phone". Yes, this happened!!! The call lasted 12 minutes!

Reception staff would get 4.5 stars from me, the drs perhaps 4.5 as well (apart from the one above) . The management and management system - absolute zero: there are significant problems FOR PATIENTS needing to contact a doctor but absolutely no wish whatsoever to improve things for the patients.

It seems that "Valens Group" is more important than patients here. Am seriously considering moving practice, the inconvenience that would bring is far, far outweighed by the complete lack of practicality of their system to me as it stands and how they care not one jot, not one iota, not the tiniest little bit about the inconvenience they cause patients.

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Responses

Response from Brockwell Medical Group 4 years ago
Brockwell Medical Group

Submitted on 24/09/2019 at 12:56
Published on nhs.uk at 13:07

Thanks for taking the time to provide this feedback. I'm sorry to hear about your experience at the surgery, it is not our intention to make it difficult to speak to or see a GP and we apologise for any inconvenience. We've recently installed a new phone system, and it's fair to say there are a number of comments similar to yours on this page about the phone/queuing issues with the system. We're working hard to improve this, and have been discussing options with our telecoms provider to see how we can handle our calls more efficiently.

Our same day access and telephone first system does have certain benefits but it also presents challenges for the practice in dealing with a high volume of same day demand, as well as offering patient choice about when to be seen.

We have recently undertaken a review across Valens about our current model, taking on board patient feedback and how we can improve overall patient experience. We are listening to feedback and will be piloting some new services in the next few months that we hope will help us resolve these issues which include changes to our appointments system, new online/digital options for booking appointments and also options for better access to telephone and face to face appointments, not just for GPs but across the clinical team. We will provide further details on these new initiatives once available.

If you would like to discuss this in further detail with me, please get in touch via the practice. Many thanks. Pauline Ironside, Business Lead.

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