Old Road West Surgery
30 Old Road West, Gravesend, Kent, DA11 0LLContact details and opening times
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Reviews
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Review titled Receptionist ignoring telephone calls
Rated 2 stars out of 5
by Libushe - Posted on 20 September 2022
Been on the line to reception throughout the day, using their call back system as well as just waiting for a call to be picked up. Unsuccessful in both cases. As soon as I get automated call back and connected, the receptionist hangs up the call (been a witness to it on other occasion to someone else too). If I wait on call, given the system does not state my position in the queue, I know I am the first one to be connected, yet I am still waiting for over 30 mins again! And no, they can not be so extremely busy the entire day as I have called 5 times today alone and outside their lunch hour. Absolutely horrendous.
Visited September 2022
Review titled Old Road West Surgery
Replied on 20 October 2022
Dear Libushe, Thank you for your feedback. We are sorry to hear that you have had issues getting through to reception. We appreciate the fact that it can take some time for reception staff to get through the long que of patients first thing in the morning as this is our busiest time of day. We have introduced the call back feature this year so patients do not have to physically hold on in the que, instead be automatically called back when 1st in line. I am sorry that using this method has not worked for you and we will most certainly raise the issue with our phone line provider as to why your call was disconnected. If you would like to discuss this further, please ask to speak to our reception manager.