AP

Andrew P. 4 years ago • From Google

Rating

Bad

Frustrating phone system wastes patients time

Everyone recognizes the strain on the National Health Service. However, this cannot justify substandard service when a straightforward solution exists. Currently, patients must phone at 8am (with no chance of connection) and will encounter a busy signal, forcing repeated redialing. This transforms obtaining an appointment into a completely random chance event. The order of calling becomes irrelevant, as someone starting later might inexplicably connect before earlier callers. Significant time is squandered attempting to reach the surgery. This practice incurs financial costs (especially for landline users), with most telecommunications providers charging for initial connection and call duration. Even reaching an engaged tone constitutes a chargeable connection. Implementing a call queuing system is simple and inexpensive... Callers would understand their precise position in line (which typically increases customer satisfaction) Anticipated wait times would be communicated (potentially encouraging non-urgent patients to abandon) The current unpredictable connection method would be replaced with a fairer approach We contribute substantial portions of our income to healthcare funding, and as such, we are customers. This represents an uncomplicated improvement - please give it serious consideration.

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