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Beversbrook Medical Centre
2021-06-25
Person
2
5
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25th June 2021
Tried for 3 1/2 weeks to get through on the phone. Finally went to surgery and receptionist couldn’t give me a telephone appointment for another 3 weeks! I said I need to speak to someone as soon as possible . Could I speak to a nurse instead. The receptionist said she was just looking and arranged for a phone call the day after.
The nurse who phoned me was very understanding and helpful.
She said to arrange for a blood test as soon as possible. When I went to surgery the next day to arrange this, the receptionist said why didn’t I phone. I mentioned the fact one couldn’t get through and the nurse wants me to have a blood test as soon as possible. I asked if I could have one Monday or Thursday as they are my days off . She gave me one for 3 weeks later on a Tuesday morning! It meant I had to get my manager to change my off duty.
I have a result from my blood test, but no follow up had been arranged. My problem is ongoing so I will try contact surgery again to try speak to someone who can help with sorting this out.
Suggested improvements
Phone calls answered sooner. Sometimes on the phone 20 plus minutes. Often the phone just cuts out also. This area must be sorted as I know a lot of people having the same problem and getting frustrated! Often giving up. These could be serious matters that need dealing with!
28th June 2021
Response from Beversbrook Medical Centre
We are really sorry that you have had some problems getting through on the phones. We have seen an increase in patients using our services over the past few months and this has meant that we are booking further ahead than usual and our phone lines are busier as a consequence but, in order to assist with this, we have increased the number of telephone lines capacity and recruited new staff members both clinical and non-clinical. We do encourage patients to use the online platforms if they can, such as Systm Online and Doctorlink. If you are able to use either of these platforms we would encourage you to do so, this means we can have more capacity to take enquiries over the phone from those patients who may not have access to our online services. If you need any help getting access to these services please let me know and I will be more than happy to arrange for one of my team to contact you to assist. If you would like to take up this offer of assistance or speak to me further regarding this matter please do not hesitate to contact me at emmybutcher@nhs.net. In the meantime, thanks so much for your feedback, which is very gratefully received. Emmy Butcher - Managing Partner