Regent Medical Centre
SA
Sham A. 3 years ago • From Google
Bad
Our family has been attending this practice since 1990, initially when it was located at the previous address. The clinical staff throughout the years have consistently demonstrated attentiveness, friendliness and a supportive approach. The nursing team members have always been exceptional, displaying genuine care alongside strong clinical knowledge. The reception staff are equally cooperative and helpful. However, there appears to be a significant issue with the telephone system that has emerged recently. Callers experience substantial waiting times, regularly between 30 to 80 minutes, regardless of when contact is attempted. Calling at opening time results in engaged tones requiring repeated attempts, and once connected, callers may find themselves positioned far back in a queue. The practice would benefit from addressing this matter, particularly given any potential service expansion, which might reasonably be expected to improve accessibility. It seems likely that upgrading the telephone and appointment booking infrastructure would require financial investment, which may be a barrier to resolution. My calls are typically for non-urgent matters such as confirming appointment details or making enquiries about prescriptions for older relatives, yet the current waiting times are unreasonably lengthy. The practice might consider implementing automated systems to handle routine requests, introducing call routing options to direct enquiries more efficiently, or establishing a callback service through additional administrative support.
S S.