"I am really disappointed and frustrated with the system put in place for emergency appointments because there is a serious flaw in the call-back systems.
Every single time I have called for an appointment of this nature I am told a call back will be in the next 2 hours which is fine, no problem with this at all.
I then wait for a call-back on my mobile phone, or an alternative number I have provided such as work or my wife mobile. Great, all sorted - I can sit back in confidence knowing that the doctor on duty- all of which are fantastic doctors btw- will call me back...BUT NO!
I keep my phone next to me at all time, even to the toilet, just in case a call comes through...all is quiet while I wait...then LO AND BEHOLD a message on my phone saying someone has tried to call me back but has been unable to get through but MY PHONE HASNT RUNG, not once, not a slight tinkle of my ringtone so I call the surgery straight back and because the doctors are so busy- and that's fine, its the NHS so they are overworked- so I cant be put through to the duty doctor and am told not to worry, my call will be noted, and the duty doctor will try again later. SAME PROBLEM AGAIN!
The first few times this happened I thought, 'fair enough, its a new system, maybe there is something wrong with my phone, or the system', but despite me mentioning this time and time again whenever I have had to call for an emergency appointment the SAME THING HAPPENS!?! I have called my mobile phone provider who confirmed there is no block on the number for Kirkstall Lane Medical Centre, no reason why they cant get through. I have checked all the settings on my phone, no reason why they- bearing in mind everyone else can reach me on my phone- cannot get through....what is going on!?
Today I came in to the surgery in person and spoke to the lady on reception and she took my work number and extension number because I explained that calls never come through to my mobile. Phew I thought, I have lots of people in my office fielding calls and they can just put the doctor through to me. BUT NO, IT CANT BE THAT EASY CAN IT!!!??
I get a text message on my mobile at 8:38am and 10:46 saying we have been unable to reach you... When I saw the first missed call I thought that it was maybe just the doctor, exhausted from the previous day of being overworked by the NHS payroll, maybe just didn't see the note about calling my work line so I (what a mistake!) decided to leave it until the next attempt....BUT AGAIN, NO CALL!?!
As an attempt to level things out, I really respect my Doctor, and all the other Doctors at the surgery, and the other medical staff are lovely. I also respect the receptionists who are generally great here too.
But it certainly appears you are being LET DOWN by your own system if you cant even get a call out to a patient successfully. Please fix it!!!
Btw- my wife has the same problem on a different phone network."
–AT A, 4th December 2018
Every single time I have called for an appointment of this nature I am told a call back will be in the next 2 hours which is fine, no problem with this at all.
I then wait for a call-back on my mobile phone, or an alternative number I have provided such as work or my wife mobile. Great, all sorted - I can sit back in confidence knowing that the doctor on duty- all of which are fantastic doctors btw- will call me back...BUT NO!
I keep my phone next to me at all time, even to the toilet, just in case a call comes through...all is quiet while I wait...then LO AND BEHOLD a message on my phone saying someone has tried to call me back but has been unable to get through but MY PHONE HASNT RUNG, not once, not a slight tinkle of my ringtone so I call the surgery straight back and because the doctors are so busy- and that's fine, its the NHS so they are overworked- so I cant be put through to the duty doctor and am told not to worry, my call will be noted, and the duty doctor will try again later. SAME PROBLEM AGAIN!
The first few times this happened I thought, 'fair enough, its a new system, maybe there is something wrong with my phone, or the system', but despite me mentioning this time and time again whenever I have had to call for an emergency appointment the SAME THING HAPPENS!?! I have called my mobile phone provider who confirmed there is no block on the number for Kirkstall Lane Medical Centre, no reason why they cant get through. I have checked all the settings on my phone, no reason why they- bearing in mind everyone else can reach me on my phone- cannot get through....what is going on!?
Today I came in to the surgery in person and spoke to the lady on reception and she took my work number and extension number because I explained that calls never come through to my mobile. Phew I thought, I have lots of people in my office fielding calls and they can just put the doctor through to me. BUT NO, IT CANT BE THAT EASY CAN IT!!!??
I get a text message on my mobile at 8:38am and 10:46 saying we have been unable to reach you... When I saw the first missed call I thought that it was maybe just the doctor, exhausted from the previous day of being overworked by the NHS payroll, maybe just didn't see the note about calling my work line so I (what a mistake!) decided to leave it until the next attempt....BUT AGAIN, NO CALL!?!
As an attempt to level things out, I really respect my Doctor, and all the other Doctors at the surgery, and the other medical staff are lovely. I also respect the receptionists who are generally great here too.
But it certainly appears you are being LET DOWN by your own system if you cant even get a call out to a patient successfully. Please fix it!!!
Btw- my wife has the same problem on a different phone network."
–AT A, 4th December 2018
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