Billingshurst Surgery

Billingshurst Surgery 2022-09-16 Person 5 5 0

Although you sometimes have to queue on the phone the receptionists are always helpful, polite and cheerful and I had no difficulty getting an appointment for this procedure - the lady who did the procedure was very pleasant and I had a good result.

At present it is difficult to get a GP appointment on the day due to long queues on the phone first thing in the morning. I do understand the constraints the surgery is under at present with perhaps too few doctors and, due to excessive building in the village, an ever increasing patient list. Hopefully when you have a full complements of doctors things will ease.

Billingshurst Surgery 2022-08-08 Person 0 5 0

I've just spent over an hour on the phone waiting to get through. Still only caller no 11. I gave up. Does the surgery think this is a reasonable level of service? Can't you take steps to hire more resources so that calls can be taken. Do we need a second surgery in Billingshurst? I'm shocked at how difficult it is to get through.

Have enough resources available to answer the phone.

Billingshurst Surgery 2022-06-20 Person 1 5 0

Hopeless

To be able to get am appointment

Billingshurst Surgery 2021-09-30 Person 0 5 0

Luckily I am not a patient here and purely advocate on behalf of a patient but the treatment that I have witnessed at this surgery left alot to be admired! Rather than focusing so much time and effort on a system upgrade, I think it would be more beneficial for this doctors surgery to focus on retraining their reception team. Considering they are the first point of contact for mentally and physically unwell patients, basic customer service skills are non existant, let alone any sort of manners or empathy for those in need. Rather than being pro active and ready to help, they are dismissive and uncooperative. For some mentally ill patients, having the courage to make that first call to the doctor to seek some help is such a huge and scary step to make, it's therefore imperative that the first person they speak too has the ability to make them feel safe and supported, not shut down, ignored and made to feel a burden. This initial contact could be the difference between life and death for some one suffering from suicidal tendencies. I therefore feel it is important to provide honest feedback relating to the service I have witnessed, in the hope that some staff training is implemented at this surgery to give the receptionists the ability to learn how to show some dignity and respect to their patients. If this cannot be done I would highly recommend getting some new receptionists!

As stated above

Billingshurst Surgery 2021-09-06 Person 1 5 0

Most people complain about the long wait to have a call answered when you phone the surgery for an appointment. This has been a problem before the pandemic so I think it's a management problem. Frankly its not up to someone answering the phone to decide whether you can have a face to face appointment. It's time the surgery was open normally. and patients respected. At the moment we are not getting the service which is due. Something has to change at Billingshurst Surgery . Too often we are given excuses and nothing improves...now its the telephone systems, then the online systems etc.What next?

Simplify the online booking system instead of this ridiculous NHS app. Are you really expecting elderly patients to go through that tedious process of setting up the system for themselves. I gave up because I was not prepared to play along with a system introduced not with the patients in mind. (I am computer literate and still find this treatment unacceptable). Do you not look at the demography of your patients? Have you not compared the telephone call for an appt with the new online app? Do you not see the overkill of a simple process. People just want a slot thats all. I can book online a hotel room on the other side of the world in a fraction of the time that it takes to set up the app and all I want from the surgery is something similar.