Forest Hall Medical Group

Phone queues make getting through nearly impossible

We have been registered with this practice for over twenty years. I don't make these comments lightly or without careful consideration but the customer service levels at this practice are appalling at present. Just getting through to speak to somebody is a nightmare. Even if you call on the dot of opening hours, you receive an automated message informing you the queue is either too full or you are in a queue of twenty. When you do actually navigate the automated number selection maze and speak to a person, the information provided is unclear, confusing or simply conflicting. They have apparently been changing contact systems for some considerable time but the process remains confusing and obstructive. I used the online system to obtain an appointment last week. That in itself was an achievement. I have no idea how non-technical individuals navigate this system. However, I managed to send a correspondence requesting a consultation having outlined my situation. A couple of days later, I received a reply informing me they are still in the process of upgrading their patient contact facilities and advised me to wait until after a specified future date then telephone on the day I require an appointment. What on earth is the point of this? How is that going to improve the system? Advising patients to wait over two weeks before entering the telephone lottery a couple of weeks after your initial contact? Both of the issues I contacted the practice for are non-urgent. One relates to medication I have been taking for some time without any checks to monitor effectiveness for some considerable period. The second is a test I should have been contacted for some time ago but, like most services at this practice, appears to have dropped off the radar. Yesterday, my wife attempted to make telephone contact for a potentially more urgent matter. It took several telephone calls before she eventually spoke to a member of staff having found herself in an automated queue repeatedly before being disconnected on more than one occasion throughout the day. The staff member advised her to use the new web system to book an appointment. My wife informed her she had attempted this but the system was not working. Eventually, my wife had to inform the receptionist what her symptoms were to actually get some positive action, an appointment several days later. This is not a knee jerk reaction or a new situation. The issues contacting the surgery have existed for several years now and actually speaking with a clinician is a rare event. I cannot recall the last time I saw a medical professional face to face. Probably several years. Thankfully, I either haven't needed to or more accurately, I just don't bother trying. While I appreciate every health service is under pressure and facing logistical difficulties, I simply refuse to accept that it should be so complex and difficult to initiate contact with a surgery let alone speak with a medical professional. I have discussed these difficulties with friends and family who agree most practices' service levels have dropped but not to the extent that this practice has fallen. One elderly family member was so dissatisfied with his inability to actually contact the practice or obtain medical care, he transferred to another surgery in the area and does not experience a fraction of the problems he endured as a patient here. Over a long period of time, my wife and I have experienced numerous issues contacting this practice and obtaining medical support to the point where we believe even basic follow-up checks are being overlooked. The excuse of changing contact protocols or support systems is no longer credible. This surgery is failing patients in my opinion and should be investigated as it is abundantly clear many patients are dissatisfied with the levels of service provided.