Share review of Maryport Group Practice

Maryport Group Practice 2024-03-19 Person 1 5 0

I called this morning to make an appointment for my daughter. Having not called for an appointment for a while I called at 8am which has previously been the time when the lines open. I was routed through a dialler and put into a call queue. When I got through I was told to call back at 8.30. In fairness the dialler did say something about this when I was being routed, however I thought this was odd based on previous experience, the fact it hadn't cut me off and the fact the lines were in fact open so i continued with the call. I got through and spoke to a lady (who I wont name, though I do know who I spoke to). She asked how old my daughter was and then asked me to call back at 8.30. I couldn't believe I had got through to someone only to be told to queue again and said as much (politely) as it simply doesn't make sense to do so. I was told that the reason for this was that the GPs don't start till 8.30 so they weren't allowed to triage people till they came in. This raises several issues for me as follows: 1) Why open the lines at 8 if you won't deal with calls till 8.30? 2) The opening hours of the surgery are still advertised from 8.00. If I walked in at 8.00 would you tell me you wouldn't deal with me for half an hour or is this just on the phone? 3) What is the point of putting me in a call queue only to not then deal with my request and put me back in another call queue in half an hour? The option to wait shouldn't be available as this is only going to stress callers and probably also staff! 4) I was attempting to provide some of this feedback to the receptionist (again politely) when she rather rudely cut the call. For the love of God is it not about time that you guys started considering the experience of the person on the phone here? I feel like I have been messed around, dealt with rudely and in fact NOT dealt with. I now have to call back again, lets hope its a different woman on the phone when I call as I don't think I will be able to stop myself saying something if its not!

As above, either provide a phone line and deal with queries or dont provide one till you can. There is zero reason why someone cant triage a patient in advance of an appointment, surely thats how the system works at ANY time. Its nonsense opening the lines and then saying we cant triage for half an hour. You are just causing hassle for everyone involved with this approach.