Eagle House Surgery

Please accept my sincere apologies for the delay in responding to your comment. The surgery's phone lines open at 8.30 am daily, so you will not be able to get through earlier to make an appointment. At 8.30 am we frequently experience a surge of calls. We have a queuing system, but when that is completely full with other patients holding to be assisted, you will get the engaged tone. I understand this is a very common problem at many surgeries and difficult to address. Patients have been able to book an appointment for the same day by calling at any time on that day, and they don't have to ring back in the afternoon if they would like to be seen later in the day. We had some temporary staff around the time you posted your comment and they may have made this error. I am sorry if you were given mis-information. We offer appointments on-line, some pre-bookable and some are released on the day. We don't pre-book on Mondays or on the first working day after a bank holiday. You also have the option of speaking to the Triage Nurse twice daily (8.45 - 10 am and 4 - 4.30 pm) and if clinically indicated, she can book patients directly into a GP appointment for that morning or if the call is in the afternoon, for the afternoon. I genuinely am astonished to learn that any receptionist would send a patient away from the desk and ask them to ring instead. I don't know if you were trying to speak to the Triage Nurse. If that was the case, could I explain that she only takes 'phone calls, and to remain available to answer the 'phone, would not be able to speak to a patient in reception. I hope this has clarified matters, but would be very happy to discuss any concerns you may have. Practice Manager Eagle House Surgery (Mondays - Thursdays)