DK

Deadpan K. 4 years ago • From Google

Rating

Bad

Phone queue delays and missed callback communication issues

Disappointing experience overall. Access to appointments appears to be restricted based on clinical judgment. We were concerned about our son's health and requested an appointment. We confirmed our contact details with the practice and they agreed to call us back. After waiting throughout the day, we received a call in the evening on one of our numbers. Since we weren't anticipating the call on that particular phone, we missed it. When we contacted the surgery afterwards, reception stated they had attempted to reach us multiple times, though we had no record of additional missed calls. This was frustrating. The service has other issues worth mentioning. The phone lines are consistently busy with lengthy wait times when calling. The automated greeting is extensive and cannot be bypassed, which adds to the frustration. Previously, face-to-face appointments rarely started on time. Currently, with telephone consultations, you are not given a specific appointment slot but instead receive a call at an unspecified time, making it difficult to plan your day or ensure you're available and in an appropriate setting. Having a medical discussion while driving, using hands-free, or attending to other responsibilities is not ideal. Prescription processing is slow despite the pharmacy being located at the same site. We have repeatedly been told prescriptions would be ready at the pharmacy, only to be informed they are not available. These ongoing issues make it tempting to delay seeking help for health concerns.

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