ID

Ian D. 3 years ago • From Google

Rating

Bad

Morning phone queues make booking appointments impossible

The clinical staff I've seen have been competent, however the appointment booking system is quite problematic. The policy of only accepting calls during morning hours is frustrating, as it often takes several weeks to secure an appointment. I find myself calling repeatedly throughout the morning just to get through, only to be informed that the daily patient quota has been filled and I'll need to try again the next day. This process is extremely exasperating. The reception team can sometimes come across as unwelcoming and appears to lack comprehensive knowledge of procedures. Rather than investigating solutions, they tend to repeat the same information to the many dissatisfied patients contacting the practice, which doesn't seem to drive any meaningful improvements. Update The situation remains unchanged and there have been further concerns. The clinician I now see has a different approach to my previous one, who was very supportive and compassionate. The current clinician's manner feels dismissive, and I've felt made to feel like an inconvenience during appointments. There appears to be a lack of warmth in the interactions, which I find disappointing given the nature of healthcare provision. Additionally, the telephone system continues to be problematic. I've experienced multiple instances where, after waiting approximately 45 minutes to reach a high position in the queue, the call has disconnected. This recurring technical issue is deeply frustrating and reflects poorly on the overall service experience.

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