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Cathedral Medical Group
2022-04-29
Person
0
5
0
29th April 2022
I have been trying since 8am this morning to speak to someone about urgent renewal of a painkiller that can only be issued by a GP. At 8 the lines where closed and I was told to ring back at 830 even though you advertise on your website open from 8 for appointments…Initially the line was engaged from 830 to 850. I think your telephone line is faulty as when I got to no1 in the queue 20 minutes later I got cut off. I am now queuing again and quickly loosing the will to live! This sort of thing isn’t helpful to anyone and adds to someone’s stress levels immensely. I also tried calling yesterday and got through the queue after 60minutes to be told by an IVR you were not open and everyone was in training - all I can hope is the training was for a new more efficient telephone system…
Suggested improvements
It is important to ensure your information on your website and on your IVR is correct and not misleading. Also if you are closed for training it might be useful to change your answerphone immediately to advise this rather than putting people in a queue to give them this information 60 minutes later and add to their anxiety.