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Sandhurst Group Practice
2020-11-27
Person
0
5
0
Written by a carer
Written by a carer 27th November 2020
The new phone system is a complete let down.
Waited 40 mins on hold from position 9. When I finally got through to someone they couldn't even hear me.
My phone was not on mute and I was not using a headset.
The person advised I called back if I could hear them. Called back and was no. 10 in the queue. That would have meant around another 45 mins on the phone waiting based on how long it took to get through the 1st time.
Suggested improvements
I suggest you contact the company that provided your phone system and request they investigate why it is so poor. I would also suggest allocating more people to answer the phones as that is the primary way for many people to contact you.
Might I also suggest that you offer a call back service rather than have people hold on the phone. My reason for calling isn't particularly time sensitive for today - I just need to reschedule an appointment for someone else who is unable to do it themselves currently. If i cannot get it sorted soon, could lead to a missed appointment which will be entirely on the systems and management of Sandhurst Group Practice.