SB

Stuart B. 2 years ago • From Google

Rating

Bad

On-hold music made calling unbearable

I would rate this practice very poorly. Over several years, I have raised concerns about the on-hold music, which features a high-pitched tone that is jarring and unpleasant. The practice often does not warn patients before transferring them to hold, so the sound comes as a sudden shock. While some staff members appear caring and well-intentioned, the experience of being promised a callback that never materialises has left me feeling the service is unreliable. I wonder whether positive reviews come from those with fewer health challenges or less anxiety, as their experiences might differ from mine. When staff operate remotely, the appointment booking system becomes extremely difficult to navigate, and in-person visits feel nearly impossible to arrange. When I have suggested what I believe would be helpful improvements for other patients, I have felt dismissed rather than heard. I do not feel that diversity messaging addresses the fundamental issues with accessibility and responsiveness. I had to cancel an appointment due to being unwell, and the prospect of contacting the practice again fills me with dread given my previous experiences with the phone system.

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