Share review of Ambrose Avenue Group Practice

Ambrose Avenue Group Practice 2023-09-21 Person 1 5 0

Waited over over one hour and a half to speak to reception and that was phoning at the recommended time ie after 11am on a weekday. Having successfully navigated the rather lengthy push button menu I joined at 13th in the queue to speak with reception. During the wait I was periodically reassured that my call would be answered by the next available operator, sadly not. I eventually made number one in the queue, great. This optimism was replaced with a sinking feeling I had been abandoned over the surgery lunchtime ‘training’ break. I held the number one slot for over 30 minutes before being connected to reception at 13.34hrs. Having worked in Primary care for many years I am not convinced the surgery lines need to close at lunch time for staff training EVERY weekday. In other areas in Essex this lunchtime line closure isn’t allowed.

I would be recommend an audit, be transparent and publish regular stats of how long patients have to wait on the phone to speak to reception.