Eagle House Surgery 2021-04-12 Person 1 5 0

I spent 1hour and 25minutes waiting on the phone to answer a query about results coming back for my child, there were 14 people in the queue, the last 20 minutes I was first in the queue which seems extreme. I was then advised that they had returned 2 weeks ago and that I had to book an e-consult for this on their website - the receptionist wouldn't do it over the phone for me as they were all taken. When I said that I was very disappointed in the lack of help she didn't apologise for any inconvenience I may have. When I even mentioned that I had tried the website and that on the phone view it wasn't clear what to do. Also that the doctors had never said that I would have to personally chase up the results myself and guess when they had been received. I felt all the tasks were placed back into my hands and if I didn't chase then I wouldn't get the help that I had asked for. I have now used the website which took another 5-10 minutes to be told that there would be a phone call sometime in the next 3 days. This would be extremely awkward on a normal work week as I am not allowed to have my phone on me during work times, luckily I'm on holidays this week. The inefficiencies seem to be taken as normal and that I should just accept which is not acceptable for many people who work and have limited time to access doctors.

1. A clear website 2. faster phone service or a call back option so not waiting on the line. 3. a system that has a doctor or similar able to advise when results are back so patients aren't left in limbo. 4. staff that can feel proud of their place of work - and sound like they care about you as a patient and apologise when the system fails.