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The Swan Medical Centre
2015-09-24
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Written by a patient
Written by a patient 24th September 2015
Trying to get through on the phone is almost impossible. I have just waited for 40 minutes (between 4.30-5.10) for someone to answer, I was in position 1 on the queuing system for over 15 of those minutes. This is not a one off, it is always very difficult to get through by phone.
I do have access to the online appointment booking system but when I tried to book an appointment for next week, there were no appointments available during the afternoon.
I know the surgery is busy with people coming in to speak to the receptionists but to me it makes sense to have 1 person who just mans the phones for the patients who need appointments.
Oh well now I have to wait until next Thursday for a phone appointment as it is my only morning off work and they don't do afternoon phone appointments!
1st October 2015
Response from The Swan Medical Centre
I am very sorry that you have had difficulty getting through on the telephone. I have discussed your comments with the reception staff and although we are a busy practice we will always endeavour to answer all telephone calls quickly. I will look at adding more future appointments to the online booking system. The practice have 3 morning receptionists and the same for the afternoon's who all answer the phones and also see patients who come to the reception desk, and as a practice we feel that this means we can accommodate both more quickly. Telephone appointments are available on the afternoon with the doctor on-call. On behalf of the surgery i would like to apologise and as a practice we welcome all comments and will use them for discussion with the reception team.