Corby Lakeside patient verdict on new phone system

A month after Corby’s largest GP practice introduced a new phone system, some patients are still experiencing delays and problems speaking to medical staff.

The Lakeside super-practice replaced the old telephone system used by patients at the Cottingham Road base with a new version.

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A patient, who lives with long-term heart disease and has had multiple stents inserted, once made 171 calls to make it but was told to call sooner.

But he still has problems with the new system, unable to get an appointment today.

The 56-year-old said: “I called to speak to my doctor this morning. I was 58 in the queue. I pressed ‘8’ for an automatic callback.

“Then a call came in on a private number. I was near my phone and it rang three times, but I couldn’t reach the phone in time.

“I called back and said I thought I had a missed call from the doctor and was told I couldn’t get an appointment now because the doctors were too busy, my only option was to call back tomorrow.

“Instead, I was offered an appointment with the respiratory team. Then I was contacted by an outpatient care department to ask if I wanted them to come to my house and wash me. I don’t need them to do it. I had been referred to them.

“All I can do is call back tomorrow morning. The private number is a real problem for some people. Some sick people cannot reach the phone quickly.”

A Lakeside spokesperson said: “Lakeside Corby’s telephone infrastructure was installed on schedule a month ago, but the switch to the system has been delayed so that potential issues, identified by management, can be addressed. resolved by the supplier. smooth transition for patients and staff. The new system is now in use at Cottingham Road, with Forest Gate to follow shortly.

“The system allows the practice to take turns calling back patients so they don’t have to make multiple calls or wait for an answer online. We are confident that patients will benefit from a significant improvement as the system is fully integrated and monitors data to ensure staff are responsive to peak demand periods. “

Other patients took to social media to describe their experiences with the new system.

One said: “I called Lakeside at 1:50 p.m. and they’ve set up a new phone system. If you press 8, they’ll keep your place in the queue and call you back when it is. will be your turn apparently.

“I just dialed again, I hit option one, [a] the recorded voice lit up and said there were over 60 in front of me in the queue !. 60 calls ahead is devilish. “

Another patient had waited since his first call at 1:15 p.m. to be called back at 3:35 p.m.

But another was satisfied. After a call at 8 am, they spoke to a GP 45 minutes later and had “no complaints”.


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