Holderness Health - Hedon Group Practice
Market Hill House, 4 Market Hill, Hedon, Yorkshire(East Riding), HU12 8JDContact details and opening times
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Reviews
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Review titled Very poor telephone service
Rated 3 stars out of 5
by Anonymous - Posted on 23 March 2023
After being on hold for 30 minutes I decided to walk to the surgery to see if there was a problem. I kept my mobile phone on, still saying sorry for the wait but someone would be with me shortly. I arrived at reception, Im still on hold at this point and spoke to the receptionist. I asked if there was a problem with answering the phone as I had been on hold for so long. It was a Friday at 15.10, the surgery was virtually empty, and no phones were ringing, yet I was being kept on hold the receptionist said we are very busy. I said Im on hold to you, showed her my mobile,yet there are no phones ringing and no one in the back office to answer calls. Absolute rubbish communication
Visited September 2022
Review titled Holderness Health - Hedon Group Practice
Replied on 25 March 2023
Thank you for taking the time to write your recent review. We are sorry to hear that you were not satisfied with the service you received. Our phone lines are incredibly busy at present due to an increase in demand and high levels of staff absence. We always recommend that patients press '1' and opt for a call back. This will hold your place in the queue so that you don't have to spend time waiting on hold. Once you reach the front of the queue we will automatically call you back. Our phones are now answered from our Admin Hub where our staff are able to deal with patient queries in an environment which has less distractions and more support available. This allows our staff who are based at our Surgeries to deal with patients who attend in person without having the additional pressure of answering the busy phone lines. This system has been in place since May 2022 and has improved our call handling times although we still have further work to do to improve our response times further If you have access to the NHS App you can use this to book appointments or you can also submit queries or book appointments via Klinik which is available via our Website. As your feedback is anonymous we are unable to contact you to discuss your concerns in person however, if you would like to email us on our Feedback email we will happily provide you with more information. Thank you.