Derby, United Kingdom
11 Wilson St
N/A
+44 1332332628
Toilets
Wheelchair-accessible entranceWheelchair-accessible toilet
Have phoned a number of times over the past week and spent over an hour in the call queue a number of times for the line to either mysteriously drop or hear \your call cannot be completed as dialled\. Having a telephone system that spends a number of minutes advising people of Covid that you cannot skip when you have just had your call dropped and spent an hour in queue is also a massive annoyance and does nothing to help the stress everyone is feeling. Now I have finally got through I've been told there are no appointments and to phone at 7.30am tomorrow. As a single parent working 6 days a week currently due to Covid this is incredibly impractical. GP surgeries are not the only ones struggling and a better telephone system would vastly improve things. A shame because the GP's themselves are the best I've ever seen having been to a number of practices.
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*Edit Re:Response from owner Thanks for such a quick response, I see reputation management is close to the top of your concern list. Firstly I have read your previous reviews. You've been \working on\ your phone lines for a minimum of 4 months. Also other reviews reflect how badly mental health sufferers feel they are treated by your practice. Furthermore, as I said and I'll elaborate further for clarity on my point of receptionists refusing to let me speak to anyone else; I phoned regarding some medication over Christmas and the receptionist phoned me back to tell me what the doctor had said.. I disagreed and asked to speak to the doctor and she said no. This was just before Christmas so it couldn't be rectified. Same phone call I then asked to complain about how a nurse had spoken to me the day before and all she said was \sorry to hear that\. So I guess your complaints procedure is broken as well as your phones, and your teams' telephone manner, and also how condescending you handle reviews. Thanks. First review: Long story short, they aren't a good place for mental health, use their receptionists as a shield so you cannot speak to a doctor, and leave you on hold for 45 minutes to be told there are no more appointments. Why do you have a section on your website for requesting a sick note when you have to call up anyway, and why do you keep an appointment line open when you don't have any appointments left. Never had a surgery this poor before, they way they've spoken to me over the Christmas period! Heartless. Complaining here because there is literally noone you can complain to. Made my illness worse tbh.
Edit: I indeed had a 5 minutes phone consultation and an appointment for Tuesday but it took almost 2 hours and all the events related bellow to be contacted by someone helpful and professional. However, that doesn't mean that I am willing to book my appointments in the same manner in the future. I am confident enough that you apreciate and respect your patients enough to make use of their feedback to improve the quality of your services. Thank you! .... Horrible service!!!!!!! Calling at 7.30 in the morning for an appointment,being held in the queue for about 10 minutes just to be told that I need to book an appointment online for my blood test. The lady at the phone was really inconsiderate and interrupted me just to tell me to do it online even though I said that I need to see a doctor for a different problem as well not just the blood test. I made the blood test appointment online but I also needed a referral for my other issue. I called again but the appointment line was closed so I tried a different one. The same lady redirected me to the correct line that was closed at that time. When I made the call again, the appointment line was miraculously open this time. Waiting in a queue for 20 minutes just to be told they are fully booked for the day and I can't make an appointment in advance for next week. I 've been trying to make an appointment from 7.30, one hour and a half later I am being told I need to call again on Tuesday. I am not sure why you are not allowing patients to book appointments in advance, we all have different schedules and I think you should consider this. Regarding the lady at the phone, I can't remember the last time I've been treated with so much disinterest and disrespect by a medical worker
I registered as a new patient and also registered for online services. I attended the practice to provide ID and proof of address. Lady on reception said that I will receive an email with online services settings but I didn’t received anything. Waiting from middle of September.. One day I tried to book an appointment and was on the phone for 1 hour then I run out of credit and that was it.. I tried to make an appointment yesterday I got through and lady on the phone said that I can’t do it today and told me to call back tomorrow. She was very annoyed and a bit rude.. So what do I have to do if I don’t have anymore credit on my phone to call the practice and I can’t make an appointment online either?? I have a temperature of 37.2 for two weeks now and it could be an inflammatory process which is not good. You could have something serious without symptoms but you have to wait ages for your appointment..
Bad customer service. Long waiting times on the phone even when queue is not long. They keep saying \have you tried booking online \ when you actually can't book online (check their website). Been given wrong medicine twice (specialist from Royal Derby hospital confirmed that). They need to get their act together and treat patients with more respect. Moreover, they have used Covid19 as an excuse to provide even worse service. To book a phone appointment you have to call at 7:30am. If you call after 8am then it's too late and you have to try next morning at 7:30am. Why can't you have phone appointments booked few days in advance? What's the logic of forcing all your patients to call between 7:30 and 7:45? What if i can't call at this time? Does this mean I can't speak to my GP? Really bad!!!
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