The Stoneleigh Medical Centre

Frustrated after three days of failed phone queues

I am visiting from Australia for a family matter and manage a chronic health condition requiring ongoing medication. My usual GP provided me with medication for the duration of my stay but indicated I would need to obtain additional supplies locally. Over a three-day period, I attempted to arrange an appointment at the practice. On my first visit, I was given instructions to complete online registration and was told to telephone the following day to book an appointment. I followed these instructions and called at 8am, but after waiting 45 minutes, I was informed that my registration had not been processed. I was then asked why I had not registered in person at the surgery, despite having done so on my initial visit. I was advised to submit a query through the online system requesting that my registration be expedited and to call back later that day. I completed these steps, but when I called back, I was told that my registration still had not come through and that there was nothing further that could be done to assist me. I had allocated four days for this process, expecting it to be straightforward, yet each time I contacted the practice, staff were unable to help resolve the issue. When I called this morning, I was informed I was number 13 in the queue, but the call was disconnected after just two minutes. Upon calling back immediately, I found myself in a queue with over 30 callers ahead of me. After waiting for half an hour, I was still number 17 in the queue. The experience has been very frustrating. The practice appears to require additional staffing resources to manage demand effectively.