It is sad I have to put this into writing, but I feel the reception service at Friary Health Centre Armagh has failed to provide me with a satisfactory service when telephoning the health centre to arrange an appointment with the GP to discuss results.
I have been ringing this service for 2 hours on behalf of an elderly family member. Finally, my call was answered, I began to explain the reason for my call, only to be told to try again tomorrow, and the call was ended. This has left me extremely frustrated and very disappointed with this service.
I understand triage of telephone calls is to manage each patient request according to clinical need. The model was primarily aimed at minimising the spread of COVID 19, with many practices now offering this safe and effective service.
Reception staff play a key role in triage processes in gathering information from patients and signposting appropriately based on the information given during the call, this is essential in effective triage systems. In my opinion, the telephone triage system at this health centre is not fully working as you are not told at the start of the process what to expect and what is expected of the patient in return. Having a process such as this helps educate and reassure the caller and also the receptionist is able to signpost the caller appropriately.
There does not appear to be any information given to patients who are unable to receive telephone calls during working hours and/or who may require alternative arrangements, such as those with a hearing impairment and/or who prefer not to use digital platforms or the telephone. Letters and Friary Health Centre Web Site is out of date and unclear in the information given. Friary Health Centre gives you no choice in the matter.
It is seems to me that the service is not properly resourced, and I feel the staff I spoke to lack customer care and communication skills training. Putting a phone down on a person and not giving that person a chance to talk is extremely rude and uncaring, in my view. I am appalled at the service which this surgery provides, especially for the population who may find it difficult to navigate the phone system at this surgery. The staff at the health centre must be under a lot of pressure, along with not enough resources to meet the demand of an aging population.
Appointments
Reception