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The Pinn Medical Centre
2022-04-28
Person
2
5
0
28th April 2022
Most of the receptionists are delightful and helpful but we always wait on that dreadful phone line in fear of getting the unpleasant unhelpful curt one.
The phone lines need massive improvement. However, when you get a lovely receptionist it makes the wait almost worthwhile. When you actually do get to see a doctor, they are usually very knowledgeable and helpful but getting through is one of the most stressful processes we have ever encountered. No wonder A&E at NWP is so busy as patients are so ill by the time you get through, if you do get through.
Suggested improvements
The surgery should be ashamed of the phone lines. To be 45th in the queue and wait for 5 hours, only to be cut off when you are 1st in the queue is unacceptable. Somehow, the service needs to be improved. It would be better to at least get through to a human being quickly and then be told by a curt receptionist that no-one can help you for two weeks rather than have the anxiety and stress of waiting hours and never getting through.
Make better and more use of the brilliant Rapid Response Team particularly for people just out of hospital who are still unwell and need follow up. The one time we have been referred to them, they were beyond helpful, professional and reassuring and resolved matters very swiftly.