The Ridings Medical Group
67 Ferry Road, South Cave, Brough, North Humberside, HU15 2JGContact details and opening times
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Reviews
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Review titled Very poor telephone answering
Rated 3 stars out of 5
by Anonymous - Posted on 19 June 2023
My husband has high blood pressure and it is not helped when he received a text message from the practice to call them asking him to make an appointment regarding his blood pressure readings. He could not get through and was placed at 50 in the queue. This eventually went down to 30 in the queue, then 18, next 15 and then back to 50 in the queue. This took a lot of his time up. He was enraged to say the least at having to go to the back of the queue so he hung up. How can this happen? There clearly is something wrong with their phone system. To begin with there are so many messages relayed over the answer phone, many repeated at some stage, before one can even reach the queue! My husband took his blood pressure reading immediately after hanging up and it was through the roof. This is so frustrating. He called again later that day and eventually after another long wait reached someone who clearly was not trained to be a receptionist because she didn’t even know the surgery’s email address. He explained that he had been asked to make an appointment via a text message and was given a date one month ahead. This seems unjust. Bottom line: Text messages cannot be replied to and having to wait in a telephone queue is like been addresses at a call centre of an insurance company, not a medical practice. The practice needs to address their phone system to enable the call to be answered in a timely manner, lessen all the repeat messages and make sure no one is sent to the back of the queue during this ridiculously lengthy wait time. People cannot be expected to wait so long in a phone queue. Other than the phone system he has been most pleased with the practice and the doctors who he has had contact with.
Visited June 2023
Review titled The Ridings Medical Group
Replied on 26 June 2023
Thank you for taking the time to feed this back. I am so sorry to hear about the difficulties your husband had in contacting us. Our calls can be busy at times and we do have a limit of 40 queue which it very rarely reaches. We have up to 11 care navigators answering the calls at any one time so the call do go down quickly. To allow us to investigate whether there had been an issues on the system that day are you able to send us details to the practice email. It would help to know the date and time that your husband called along with the number he was calling from. Please can you email this information to the ridingsmedicalgroup@nhs.net and mark if for the attention of Rebecca. It may be something that we need to ask our telephone providers to look into if there is a problem with the call queuing. Once you are in the queue the number should always go down not up. We are looking into a call back system which we hope to have available soon to prevent patients having to stay on the line. Once again sorry that your recent experience wasn't to the standard we aim for and I would be happy to investigate if you send the details. Many thanks Rebecca Rowe Head of Systems and Estates