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Northgate Medical Practice
2015-09-15
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Written by a patient
Written by a patient 15th September 2015
I was very pleased to be given an appointment the following day. However, I was on hold for about an hour to make an appointment... I was 9th in the queue when first called the surgery. I almost gave up and I imagine most people don't have the time to wait in the queue. Perhaps, at busy times there should be more than one person answering the phone and it would be good to make the online booking system more readily available. Also, the receptionist was very helpful although she was unable to give me any information about the doctor I was to see e.g. whether he was a partner or trainee, locum etc. The doctor was not listed on the website so I assume he was brought in to locum. Perhaps, information regarding a doctor's experience should be at hand for the reception staff.
25th November 2015
Response from Northgate Medical Practice
Dear Patient Thank you for your useful comments. We have 8 incomming lines coming into the Practice at any given time, with between 4 -7 staff members answering the calls druing the busiest times as quick as they are able. As one of our patients, you will appreciate how very busy we can be at times and we regualrly have to deal with over 400 calls per day. I note from the date of your review that this was during the our changeover of new computer system , and at this time we had to halt the "ONLINE" services. Our new Patient Access Online Services are now up and running and would actively encourage any patient to register for this service. You will be able to book online appointments, order your repeat medications and see a summary of your electronic record. Online services are expanding all of the time and there is now a mobile phone app that will enable access to Patient Online Services. We are a training Practice so have GP Trainees working with us and I apologise that my staff couldnt give you more details at the time of your booking. Thank you for taking the time and trouble to leave us your feedback. I will of course be sharing the points that you raise with my team. Lisa Practice Manager