KP

Keith P. 2 years ago • From Google

Rating

Bad

Terrible phone system wastes hours of patient time

The phone and booking system from a patient perspective is completely non-functional and utterly ineffective. You're forced to call at 8am, repeatedly dialing 20-30+ times just to enter the phone system, typically landing at 'number 29 in the call queue'. After waiting around 45 minutes to reach number 1 (assuming you aren't cut off at number 16... which definitely happens!), you're too late to schedule any appointment, because reception staff only have access to that day's doctor schedules!!!! So they tell you to call back tomorrow morning at 8am! (Which I just did!!!) It's absolutely unbelievable. This occurs EVERY SINGLE TIME you attempt to call... Consider this: I'm just one of approximately 3000+ patients on their register. When you multiply this dysfunction across their entire patient base, it transforms from a mere annoyance into a critically serious systemic failure. I'm convinced this completely broken, useless system has potentially cost lives. Picture an 80-year-old trying to get through. I'd wager there have been instances where people simply gave up calling, and their original health concern subsequently escalated into a serious medical issue. Honestly, getting the basics right shouldn't be this complicated. It's fundamentally a simple problem that should be easily resolved. (More reception staff, an upgraded phone system, and a more effective booking process... Any private organization would address the issue this way.) Please examine your systems, not just for me, but for all your patients and your clearly exhausted staff who are constantly dealing with frustrated patients! If you want to complain, the practice manager's name is Sally, by the way... Though she predictably doesn't respond to complaints. Good luck patients... after 26 years with Mount Chambers, I've switched to another surgery... I strongly recommend you do the same.

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