Palace Surgery
GD
Giovanna D. 3 years ago • From Google
Bad
When you do manage to reach the practice, the care provided is generally satisfactory. However, the primary difficulty lies in making contact during urgent situations. As is standard procedure, you must call at the designated early morning time, which requires reorganising your schedule around that specific window. Over recent months, I have repeatedly struggled to get through, with wait times exceeding fifteen minutes before being informed of ongoing phone system problems. This has resulted in missing the emergency appointment slot, leaving no available appointments for several days afterwards. At the time of writing, I had already been on hold for seven minutes and was told the wait would be another eight minutes. This estimated wait time has remained unchanged since my call was answered, suggesting the actual connection time will be considerably longer. It is particularly frustrating when you need to plan your entire morning around making this call at a set time, especially when managing school preparations, work commitments, and travel arrangements. Yet it appears the practice does not demonstrate the same level of organisational commitment to managing their phone system during these critical hours. In an update to this experience, I remained on the phone until the mid-morning before needing to attend to other obligations. Shortly after, I received a message from the practice acknowledging telephone system difficulties and requesting that patients attend in person to book appointments. This situation has persisted for an extended period, and the lack of resolution remains deeply unsatisfactory.
Tracie C.