If your lucky to get a phone call back within 3 days let alone an actual appointment its usually to give you self help advise. You can never get an appointment to see a doctor and your told no appointments left and to call back tomorrow at 8am. There was a lovely lady who worked on reception who was always so helpful and pleasant nothing was to much trouble but now has sadly left the practice. There are a couple of female receptionists that are so incredibly abrupt and discourteous when you phone for advise, you feel like you are a second class citizen they way the speak to you. We do hope that the steps we have taken will improve our patients experience when contacting the practice. This development will ensure that Reception are in receipt of less incoming calls, which will further reduce waiting times, whilst simultaneously providing patients with the information they require in the quickest way possible. The message will include general signposting information as well as some options to better direct a patient’s call. Patients can also book appointments via our online patient access system, which patients can sign up for by emailing the Reception team are also in the process of recording a telephone message that plays whilst patients are on hold. We also encourage patients who have more general queries, rather than a need to book an urgent appointment, to call outside of these peak times. And we will be repeating the analysis monthly to ensure our actions are reducing the wait time for our patients calling the practice. We hope that this has reduced the length of time spent waiting for those who make incoming calls at these times. At these times we have an additional Receptionist available to answer the telephones. 8am and 2pm are the times at which we release our urgent appointments. Monday mornings (8am-9am), weekday late mornings (10:30-11:30am) and weekday afternoons (2-3pm) proved to be our most busy times. A wait time of 42.21 minutes is highly unusual and it is one that we have taken very seriously.įor this reason, we performed a quantitative analysis to determine when our phones are at their most busy and we are taking steps to ensure that we are able to effectively attend to the increased volume of calls. We recognise the importance of being able to contact your GP Practice in a timely fashion and the level of irritation that can be caused by long waiting times. We are sorry to learn of your experience.
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