LA

Lunar A. 5 years ago • From Google

Rating

Bad

Phone queues make appointments hard to reach

The clinical care I receive is excellent and is the primary reason I continue attending this practice. However, I have experienced significant frustration with the administrative side of the service. Communication has been consistently problematic, both before and after COVID. Getting through to the surgery by phone is extremely difficult, with calls often going unanswered and wait times frequently exceeding 45 minutes, regardless of when I attempt to contact them. When visiting in person, I have observed that incoming calls appear to go unattended while reception staff are occupied with other tasks, which has been a source of considerable frustration. I believe there are organisational issues that need addressing, particularly around telephone management and staffing levels at reception. Improved communication systems and additional support for handling phone enquiries would make a meaningful difference to patient experience. While most of the reception team could benefit from improved responsiveness, I have noticed that some individual staff members do demonstrate better efficiency and helpfulness than others.

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