James Alexander Family Practice
Bransholme Health Centre, Goodhart Road, Bransholme, Hull, North Humberside, HU7 4DWContact details and opening times
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Reviews
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Review titled Absolutely rubbish
Rated 1 star out of 5
by Susan langdale - Posted on 22 September 2022
After waiting in a queue on the phone for 25 minutes I finally reached the front just to have some one answer then hang up tried calling back to be no 9 in the queue the receptionists need to hit the correct button instead of hanging up on people that have waited there turn in the queue
Visited September 2022
Review titled James Alexander Family Practice
Replied on 04 October 2022
I'm sorry to hear of your recent difficulties you have experienced attempting to contact us via the telephone. Can I assure you that no member of the team would intentionally hang up or disconnect a call. On a standard day we have four people answering the phones and I personally monitor call times and conversion rates in every attempt to minimise long waits for patients to get through to the team. Demand on the service and for appointments is extremely high and I can only apologise for the length of your wait and then the call not being connected. If you would like to provide me with further details on the time and date of the call which was answered and then put down I would be happy to investigate and look in to this further for you. Again I'm sorry for this experience. I would like to assure you we are committed to being as accessible as possible for patients, for that reason we also have alternate ways to contact the practice as we know telephone queues can be frustrating: Appointments can be booked and cancelled via the NHS App, along with repeat medications ordered through this also. We also offer on-line consultations which can be submitted 24 hours a day, 7 days a week via the eConsult link on our website. www.jamesalexanderfamilypractice.uk Patients can also come in to reception and pre-book appointments if they wish. If you would like to discuss this further please contact the practice and leave me your details and I will be happy to make contact with you and facilitate this. Kind Regards Adam, Operational Lead
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Review titled Terrible customer care
Rated 1 star out of 5
by Anonymous - Posted on 07 September 2022
After trying to contact the practice on 3 separate days but not been able to get hold of anyone due to been placed in a phone queue to then finally getting to the front of the phone line to hear someone pick up the phone and then put it down on me without saying a word was infuriating! I tried calling back for the line to just go straight to a an engaged tone! The opening hours show that someone should be at reception until 6:30pm.
Visited September 2022
Review titled James Alexander Family Practice
Replied on 08 September 2022
I'm sorry to hear the difficulties you have experienced attempting to contact us via the telephone. On a standard day we have four people answering the phones every morning and I personally monitor call times and conversion rates to ensure our patients don't have long waits to get through to the team. This week we have a number of staff on sick which has impacted our availability of call handlers - this obviously does not negate long waits and for that I can only apologise if you have experienced this. If you would like to provide me with further details on the time and date of the call which was answered and then put down I would be happy to investigate and look in to this further for you. Again I'm sorry for this experience. I can confirm our phone lines have been open from 08:00am - 18:30 every day Mon-Fri consistently with receptionists present and answering calls through this whole period. *We had a technical issue with our phone lines on Monday 5th September 2022 in the morning but aside from this have been taking calls throughout our opening hours. I have checked and clarified this through our call monitoring software. Again I'm sorry about your recent experience. I would like to assure you we are committed to being as accessible as possible for patients, for that reason we also have alternate ways to contact the practice as we know telephone queues can be frustrating: Appointments can be booked and cancelled via the NHS App, along with repeat medications ordered through this also. We also offer on-line consultations which can be submitted 24 hours a day, 7 days a week via the eConsult link on our website. www.jamesalexanderfamilypractice.uk Patients can also come in to reception and pre-book appointments if they wish. If you would like to discuss this further please contact the practice and leave me your details and I will be happy to make contact with you and facilitate this. Kind Regards Adam, Operational Lead