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The Boileau Road Surgery
2023-10-10
Person
3
5
0
10th October 2023
It’s very difficult to get through by telephone. Ok the last three occasions I have waited 5+ minutes on the phone. One of the times I waited 20 minutes on a ringing phone and got so desperate so actually went to the practice to be told by the receptionist she didn’t have time to answer the call as she was dealing with patients f2f. It sounded like the phone would just ring and patient have no idea it would never be answered. This is really unacceptable. At least have a voicemail or option of a call back when the receptionist is less busy. You obviously need more staff.
Suggested improvements
Please make sure there are enough reception staff.
Also I work in Brent where practices are required to open at 8am for better access for patients.
It is also unacceptable that there is a 2 hour lunch break 1-3 everyday. It is fine if no appointments are available during this time but the surgery should have a manned telephone line and ideally open door during this time or max 1x our closing.
Appointment times have moved from same week in the time I have been at the practice to now being weeks away. This is not right