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Farningham Surgery
2024-03-05
Person
0
5
0
5th March 2024
Called first thing to get an appointment for my daughter ? Chest infection. I was told they no longer book emergency appointments over the phone and that they can complete an e consult form for me. I was told the dr would review it and I would be contacted with an appointment.
Called again in the afternoon as I had heard nothing. To be told they have made a telephone appointment. How can you check a child for a chest infection over the phone. That is ridiculous. I looked on the website again where it specifically states to call between certain times for on the day emergency appointments.
Suggested improvements
Reception staff need to understand the urgency of unwell children and book the appointment whilst on the phone instead of making parents do an e consult and wonder all day when they will hear from someone.
Reception staff need to have further training on how to speak to individuals with respect over the phone and about telephone manners as they are extremely rude.