Feedback Centre

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Healthwatch is committed to providing a transparent and honest view of health and social care services. This is your opportunity as the health or social care provider to have your say on comments the public have left. It is designed to be constructive and allow both sides to have a fair and equal say in the matter so please:

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Original Feedback for Roundwell Medical Centre:

1

Disgraceful experience

Needed an urgent appointment for my daughter. Waited outside the surgery from 7.30 am as previously had to queue for 8am opening to make same day appointments as telephone appointment were not possible. Abruptly told at the door when they opened I couldn’t come in as ALL appointments had to be made by telephone. I asked when this had changed and was told 1st November. I asked if they could update their website to advise this to saving others unwittingly early morning queuing in the rain and was told it’s nothing to do with them. Sat in the car and called to make appointment using their telephone service. Automated recording telling me my call could not be processed (what ever that ment). Kept on trying for 25 minutes getting the same response. Tried to use online appointment service - notified that this is no longer available. Called GP line again and selected option 6 for General Enquires to find if they knew the appointment option wasn’t working and what I should do regarding making an urgent appointment. Waited 15 minutes in a queue got through,?very politely explained that their appointment line wasn’t taking calls and the lady hung up without saying a word! For anyone from the Practice who may be interested in staff retraining on Customer Service skills this happened on Monday 13 November around 8.25 am. Also update your website so everyone knows you can no longer make appointments face to face or using the online appointment system you promote. Simple communication is not rocket science or anything to do with GP practices being under pressures