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Post by ashbee on May 12, 2021 8:44:57 GMT
Does anyone know what is happening at the Surgery? Is their phone out of action? I have phoned six times in three days and no one has ever answered.
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Post by Adrian on May 12, 2021 15:49:43 GMT
We had a call from the yesterday so the phone is very much working. I was there in person on Monday morning and the reception staff were very busy looking after patients arriving etc.
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Post by TerryG on May 13, 2021 13:39:34 GMT
We too are having problems contacting the surgery via phone and have had this issue for some months. Also to get a 1 to 1 appointment seems incredibly difficult. Why are they hiding? Most if not all vulnerable patients have been vaccinated.
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peterh
Community Board Member
Admin
Posts: 75
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Post by peterh on May 15, 2021 19:14:34 GMT
Sorry to hear you are having problems reaching the Wivenhoe Surgery by telephone. I presume you are calling the main number 01206 824447 ?
Although this looks like a single number, it is actually multiple lines which means several calls can be taken at the same time. Reception at the Surgery are there from 8am until 6.30pm. Unless it is urgent, I suggest you call them after 9.30am as they are invariably extremely busy first thing in the morning.
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Post by ashbee on May 19, 2021 7:35:40 GMT
I have been phoning the main number and throughout the day - not just first thing in the morning when I know they are very busy. My original comment was based on six calls over three days at various times of the day. I did eventually get someone to answer on the fifth day. This is not a new experience. There seems to be periods when it is impossible to raise anyone. I recently went to a surgery where they have a large screen in reception which shows how many calls they have that day, the number of callers currently waiting, and the percentage of calls not answered. Maybe an idea for Wivenhoe?
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peterh
Community Board Member
Admin
Posts: 75
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Post by peterh on Sept 26, 2021 20:18:25 GMT
The Wivenhoe Medical Centre has been receiving an increasing large number of calls each day as well as having to make lots of outgoing calls to talk to patients. Despite there being several members of staff on hand to deal with calls, the Practice is conscious that there is frustration from patients at the difficulty in getting through to Reception by telephone. They have had their telephone system adapted to enable call queuing with the caller being notified of the number they are in the queue. This went live today – Wed 22nd September 2021 and they have already received positive feedback from some of the callers today. They hope that this will alleviate some of this frustration.
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Post by Hazel on Sept 26, 2021 23:50:04 GMT
I emailed in the end as couldn't get a response by phone - they called me back & got me booked in - no complaints my side - there is still an ongoing pandemic & the surgry are working really hard and trying to keep people safe
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