Birtley Medical Group
TT
Theindges T. 2 years ago • From Google
Bad
If you wait beyond 31 minutes, the unhappy automated voice informs you that staff are unavailable due to high demand and your call is disconnected. The unwelcoming initial recorded message about the NHS experiencing exceptional demand sets a negative expectation for the service quality you're about to receive. I can access my father's medical information from a distance, but I've been instructed that I must visit in person simply to update my email address in order to view copies of his test results, as remote access is not available to me. The reception staff came across as unwelcoming and unhelpful. I was informed that I would need to schedule a full appointment with a clinician just to obtain a copy of routine monitoring test results that are reportedly satisfactory. This seems counterproductive given the surgery's stated capacity issues. When I attempted to book an appointment in advance, I was told to call at 7am on the next day and was asked to complete a feedback form about my dissatisfaction. My father was able to get an appointment, but was told he could only address one health concern per visit, which seems problematic if his symptoms are interconnected or if he has multiple current issues that should reasonably be covered in a single appointment. I was somewhat surprised the surgery received a rating of 1.6 stars, as I would have anticipated it to be lower. The hold music and automated voice are equally unpleasant. My father spent the entire day waiting for a callback from his clinician and is now on hold again, hearing the same unhelpful repeated message about unprecedented demand.
Rory S.