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Oxford Terrace 2021-04-29 Person 2 5 0

Telephone service is shambolic. Spent hours trying to get through. Often have to wait weeks for an appointment. Refused an automated online repeat prescription without warning notification or any contact. Almost ran out of critical medication. Rang up. Told to call back tomorrow when phone lines are inundated and cut you off because their antiquated phone system is overloaded and inundated with callers trying desperately to get through to the surgery. Reception staff seem not to take constructive polite feedback and there is no forward thinking about how to better handle demand from patients. Other surgeries offer far better telephone support and contact as well as appointments. This surgery has no forward vision when it comes to planning and coping with a pandemic - a simple call queue and empathetic helpful staff would be all that is required. But "call back tomorrow" seems to be the defacto response and that assumes you arent working and can call back tomorrow AND that you can get through to this lousy surgery. Oxford Terrace & Rawling Road Medical Group get with the times!

Answered the phones, changed the phone system, and deployed empathetic helpful reception staff that do not think it is acceptable just to ask patients to call back the next day when something critical has gone wrong with the online prescription service through no fault of the patient. Listen to feedback, get with the times, and deploy a call queue. And finally remove the restricted times for prescription phone calls. It isnt fitting with modern society where people have jobs and work full time.