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Avisford Medical Group 2023-10-16 Person 3 5 0

Phoning to make an appointment is a terrible experience and it rarely takes less than 45 minutes to an hour to get through. Given that most calls at 08:30 are for people looking to make an 'on the day' appointment, which when you get through takes less than a minute, I can only deduce that there are not enough people to handle the morning rush. If you are going to implement a system that drives an uplift in calls at a given time you need to man the phones accordingly during those times. The estimated wait time from the automated system is never accurate. It feels like the surgery tries to make it as difficult as possible to get an appointment. Even during the day, after the morning rush there can be long waits to talk to someone on the phone and it is often quicker to drive to the surgery and speak to someone.

More staff to answer the phones at the peak 08:30 rush and also consider making appointments available to book online. I know this is not easy and have been told before that patients need qualifying but there are plenty of systems out there that can support this.