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The Glebe Surgery
2023-09-07
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5
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7th September 2023
It is easier to get an audience with the Pope. On each occasion recently I was told there were no appointments available. When I persisted on all three occasions they made appointments for me. Terrible service, it is a business you run and it would be prudent to realise you are a service provider and the patient is the customer, you are in a privileged position where your customers walk through the door.
Dave Padwick.
Suggested improvements
Answer the phone within a reasonable time, waiting up to an hour to make an appointment is totally unacceptable. You have no out of hours facilities.
You have amazing facilities which should be used to the maximum.
To many excuses, you need to manage your business in a more efficient manner.
I know I am not alone in what I say, many patients do not say anything for fear of losing their patients status with you.
Dave Padwick.
18th September 2023
Response from The Glebe Surgery
Thank you for taking the time to leave your feedback. I am sorry to hear of the issues that you have had. We take all information like this seriously and are always looking to improve our services. If you feel that you would like to discuss this further please could you complete the form on our website so that we have your details and can contact you about this. https://glebesurgerystorrington.nhs.uk/complaints-procedure/ I would like to reassure you that we have been aware of the phone problems for a long time, and despite working hard with the supplier to resolve them, have decided that we are best moving to a new provider. This should be done by the end of the year and will lead to much better experiences for all our patients.