Arlington Road Surgery - Ratings and reviews
Reviews
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Review titled Receptionists not helpful at all
Rated 2 stars out of 5
by Andreea Paiu - Posted on 03 March 2023
I called this week in order to arrange to discuss with a doctor. They told me for that I have to call at 8:30am in the morning. I did that and I was cut off in the morning as there were "high volume phone calls". I explained to the receptionist what happened and she said it is nothing she can do. I asked her if I can book an appointment with a doctor and she said no. I asked her if I can discuss with a doctor and her answer was "there is no doctor at 11am in the morning, they are all gone". I am a doctor in the hospital and calling my GP and receiving that answer it really worries me. Eventually they told me it is nothing they can do, keep trying and "goodbye", without letting me to say anything else.
Visited March 2023
Review titled Arlington Road Surgery
Replied on 13 March 2023
Dear Dr Paiu Thank you for your feedback. We are sorry you did not find your recent contact with the surgery very satisfactory. Your feedback is essential to us making improvements to our service and your recent experience will be looked into and dealt with internally. Regarding being cut off when we have high call volumes - our queue for appointments and telephone advice is capped at 20. Once this capacity is reached, callers will be informed that we have a very high call volume and will be advised to try again. As we have all available staff answering the phones between 8.30-9.00 (as this is our busiest time of day), this queue reduces very quickly, we would therefore advise calling again within the half hour rather than leaving it till much later in the morning when our routine available has been filled for the day. Arlington Road Medical Practice
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Review titled Gone downhill
Rated 1 star out of 5
by Anonymous - Posted on 22 November 2022
After receiving a text about a repeat prescription I was told to phone for a telephone consultation . But phoning at 8.31am just as they open to be told on an answer machine they are at full capacity and to go to A&E or ring 111 is nonsense . No wonder the NHS is failing badly .This is just about me getting my prescription. Absolutely terrible service and no wonder patients waste other resources they have no choice . This used to be a great surgery . What a terrible shame . Would not recommend to anyone
Visited November 2022
Review titled Arlington Road Surgery
Replied on 23 November 2022
Dear Patient Thank you for your feedback. We would like to apologise for a technical glitch that led to this misunderstanding on Tuesday. Around midday on the previous day, we had reached capacity and had re-recorded our telephone auto-attendant to reflect this so that patients did not hold on unnecessarily to be told this information by a receptionist. The message should have reverted back to our normal auto-attendant message ready for Tuesday morning, but unfortunately, this failed to happen. This was brought to our attention around 8.45am and the message was promptly changed. We apologise to any patient who called between 8.30 and 8.45am who was given to think that we had reached capacity at the beginning of the day, as this was not the case. Arlington Road Medical Practice