Posted by Anonymous
The Grange MC also includes Greenview MC Upton and Kinsley, The practice has recently 'upgraded' their telephone system. This has been a disaster and has compounded the problems to a protocol that was already set up to make it easier (cheaper) for the practice and more difficult for the customers.
The top and bottom is when i ring my local surgery i want to speak to my local surgery. I don't want to be on hold for 10 to 15 minutes waiting for someone in Hemsworth to answer the phone and transfer me to Upton. Once the phone is ringing at Upton it is answered immeadiatley and i am dealt with. This system was brought in before the new phones, and it wasn't working then so why spend money on a new phone system when its obvious it the protocol thats at fault. One person can only deal with one call at a time. This morning my wife and i were trying to call my local surgery Upton for my elderly father who had an obvious infection in his foot. I was on hold for 15 minutes.... so leaving my wife on hold i jumped in my car and drove to the surgery (2 minutes) and had an appointment allocated in less than a minute i returned home and yes she was still on hold.....seriously considering moving to White Rose. When i asked for an email address to complain i was told i needed to write a letter and post it. Thank god the treatment has moved on from the 1980s even if the contact methods have not