What's going on with the phones at DMC??

[jennyh]

Hate a Dulwich medical centre moan but took me an hour to get through last week, going from number 7 to getting answered. Taken my husband nearly 2 hours to go from number 7 to number 1. How is this possible?? Surely it's a fault, I know it's a bad practice but that is insane. They never even have appointments so once you get through why is it taking so long to deal with the call. So frustrating. Before anyone asks...I will be moving surgeries ASAP but have my midwifery care there so for now I have to put up with it and whinge instead!

[dullwitch]

I had the same problem the other week. After 40 minutes of waiting (20 of them with only 1 call ahead of me) I gave up and went in there the following day to make an appointment in person.

The lady on reception was very apologetic and explained that 2 members of staff had left in the same week and they were really understaffed, with only one person answering the phones.

I made an appointment in less than a minute when I went in there, so if it's at all possible for you to go in personally, I would recommend that.

Waiting on the phone is just too stressfull and a total waste of time in my opinion.

Amanda x

[jennyh]

Sadly we couldn't go in this time but I agree it is prob best. The annoying this is that it was actually to enquire about whether an appointment had been made as I got cut off at the vital time of booking it last week! I did wonder if it was a fault as I don't see how you can spend 20 mins on the phone! Although I guess if they have to look after reception and the phone then phone calls might take a backseat.

[KidKruger]

I have to put some balance in here.

I've called several times over the last 3 weeks.

Every time there was a queue of 3-4 people. Every time I decided after 5 mins whether I was prepared to wait or hang-up, depending on what I was doing. Every time that I didn't hang-up I spoke to someone within 9 mins.

I think there are many variables at, so keep trying and eventually you'll get through. To save getting wound-up, just hang-up and call later.

[midivydale]

I had this today. Started at number 7 and still waiting an hour later. Then it turns out my blood results have been sitting in someones inbox for 10 days. Not impressed.

[Penguin68]

This is either a system fault (with more than one incoming line it is possible for one line to terminate on a faulty switch) or it is intentional 'busying out' of traffic - however doing this so that the charges (I am assuming it is not an 0800 number) continue to accrue. So either there is some form of fault, which should be reported to the practice, or it is an intentional act to reduce workloads on staff - and by the way potentially still a 'nice little earner' for the practice.

Either which way waiting for an hour in a queue to be answered by a GP's receptionist is wholly unacceptable, particularly if it is on a premium rate (or shared revenue) line.

Some practices are moving to the EMIS (Web based Patient Access) system which, for the start, only allows web-based repeat presecriptions, but will, for some practices, lead to web-based appointment making. Roll-on eh? roll-on.

[nashoi]

You could use the mobile app weq4u.

[Sue]

Penguin68 Wrote:

-------------------------------------------------------

>

> Either which way waiting for an hour in a queue to

> be answered by a GP's receptionist is wholly

> unacceptable

xxxxxxx

Of course it's unacceptable, but if as stated above they have had two staff leave at once, presumably at short notice, it's (a bit) understandable?

What they should do is put a message on the answering system explaining that there will be a longer wait than usual and suggesting the best times to phone?

[jennyh]

I tried calling at different times of the day and it didnt make any difference. I am sympathetic to a point and if they are short staffed then of course that's understandable, but yes would be good to record a message to let people know. If you have to speak to them then there isn't much choice to hang up and try again, just a shame there is no better way of easing the pressure, it can't be nice to work there when everyone is getting annoyed with you either! Maybe an online system I check appointments would be useful.

[Medusa]

I spent 25 mins calling this morning. 103 times, I called before getting through, only to find myself tenth in the queue. I like the individual GPs there a lot on the whole but enough's enough.

[Monkey]

They always have staff issues. When I complained to them last year they blamed the poor service on having a number of employees on maternity leave, which I thought was a lame excuse indicating lack of planning. I am now at the gardens surgery. My calls are always answered promptly, getting appointments is not a problem and I get to see the same gp without a problem. Goes to show that it's not so difficult!!!

[spider69]

I have been trying since 8.30 this morning alway engaged.

As I cannot visit to make an appoiment how am I supposed to get an appointment.

[Cora]

Please let James Barber know of your problems he offered before to collate any issues....

[SebsC]

My son (only2) was unwell last night so I needed to get an appt today for him to see a dr. From previous experience of trying to get through on the phone, I decided to call my mum at 6.30 this morning for her to come and sit with my son whilst I went to the drs and queued outside at 7am for the doors to open at 8am. The reason I got there so early was because so many people now do the same thing as they realise trying the phone is pointless. By the time you get through, all the Appts have gone. The doors weren't opened til gone 8 as a woman arrived after that, apologising and saying it wasnt her fault as she was not due to arrive til 8.15. So where was the person who was meant to be there from 8? At first the computers weren't working so we all stood waiting (all 23 of us!). I asked, "So, whilst we are all stood here waiting having queued for over an hour, all the early appointments are being given out over the phone?". She told me, "No, don't worry, there's no one here to answer the phones so you'll get the first choice of appointments!". Unbelievable! So all those of you trying to get through but unable to, it was because there was no one there to answer your calls! I have never seen/heard such a chaotic, badly run, unprofessionally handled situation in my life. I was well aware of the other 22 unhappy people behind me so all I could say before I had to dash home to get my son was "You do realise that tis is an absolute farce don't you? That you work in the most dreadful surgery?" All she could say was she was sorry and it wasnt her fault. To cut a longer story short I got the contact details of the acting deputy practise manager (as the actual manager has left along with most of the office staff) and am going to email him. Not that I think it will make much difference but a surgery that seems to operate as it seems fit is ridiculous. To not answer the phones to potentially extremely unwell patients as you have no staff left is quite frankly mind boggling. And to witness first hand a woman with empysemia queuing in the cold from 7.15 as it was the only way she could get to see a dr is appalling. If anyone knows of who else I can inform of the shocking state of things here please do let me know. I am happy to PM James Barber too if that helps.

[Penguin68]

Sue wrote

Of course it's unacceptable, but if as stated above they have had two staff leave at once, presumably at short notice, it's (a bit) understandable?

I have worked in many places where sudden and unexpected absence causes problems - but this thread referred to an issue which started (at least) 'last week' Wherever I have worked temps have been brought-in to cover for absence - particularly, where, as stated, staff had actually left (rather than being sick for a possibly inderterminate time).

GP practices are well paid by the NHS to provide services to the public - it's about time some of the money clearly being taken out of the practice by the practice owners was actually spent doing the job the NHS (i.e. us)thought we were paying for.

There are (many) specialist agencies which provide medical temps - clearly these are not being used by this practice.

As I said in an earlier post - this is clearly unacceptable.

[hannahleone]

That's awful SebsC! It really is unacceptable, especially when little ones are involved. I have had similar experiences. On more than one occasion I have held for 30 - 40 minutes to speak to someone, only to be cut off!! So frustrating. And it's all well and good telling us to queue up at 7am for an appointment, but people who aren't feeling very well aren't usually up for standing in the cold for an hour in the morning! I am moving doctors ASAP.

[The Minkey]

There are two DMCs in the area, one in Chadwich Road, the other in Crystal Palace Rd (I think). Assume you are talking about the CPR one?

[sbain]

Currntly on hold with then as I have been for 25mins now - I really really need to change doctors which is a shame as I like the actual doctors at DMC and they know our history.

[James Barber]

I've had a number of negative comments about local East Dulwich GP practices. I'm sure a number of complements are also out there.

Since 1 April 2013 to make complaints about NHS health care:

If you have a comment or a complaint about a GP, dentist, pharmacy or optician contact the London office of NHS England at [email protected]. You can also contact NHS England on 0300 311 22 33. There is more information available at http://www.england.nhs.uk/contact-us/complaint.

If you have a comment or complaint about a hospital, mental health or community trust please contact the respective organisation directly.

If you have a comment or complaint about any other local health service please contact NHS Southwark Clinical Commissioning Group, via the South London Commissioning Support Unit at [email protected] or telephone 0800 456 1517

If you need support in making a complaint please contact VoiceAbility who provide NHS complaints advocacy at [email protected] telephone 0300 330 5454, Textphone Number 0786 002 2939 or fax 0330 088 3762

More information on the website: http://www.southwarkccg.nhs.uk/GetInvolved/Pages/PALSandComplaints.aspx

[SebsC]

I sent a PM to James about the appalling state of affairs at DMC and heard back very quickly from him with the above details on how to make a formal complaint. Thank you James. I phoned the above number and explained the situation. They did say it would be good for other patients who have also experienced problems with this surgery to also register their complaints as obviously the more they get, the quicker they can escalate it. As I said, I phoned and it really didn't take very long - 10 mins at the most, but you can also email them. I do urge everyone to do the same as without formal complaints, the DMC will continue to spiral downwards in terms of their disregard to patient contact.

[Sue]

SebsC Wrote:

So where was the person who was

> meant to be there from 8? At first the computers

> weren't working so we all stood waiting (all 23 of

> us!). I asked, "So, whilst we are all stood here

> waiting having queued for over an hour, all the

> early appointments are being given out over the

> phone?". She told me, "No, don't worry, there's no

> one here to answer the phones so you'll get the

> first choice of appointments!".

xxxxxxx

This is all absolutely appalling.

I have always defended DMC in the past, but SebsC's whole post is just unbelievable. Are the GPs there aware of this chaos?

I recently had to wait nearly three weeks for an appointment, and I did say to the person who answered the phone "lucky it's not urgent" - seems it was more lucky than I realised. :(

I don't want to move from there because I've always found the GPs very good, but if I've got to queue an hour in the cold when I'm more urgently ill, I shall be thinking again.

[SebsC]

Sue Wrote:

-------------------------------------------------------

> SebsC Wrote:

> So where was the person who was

> > meant to be there from 8? At first the

> computers

> > weren't working so we all stood waiting (all 23

> of

> > us!). I asked, "So, whilst we are all stood

> here

> > waiting having queued for over an hour, all the

> > early appointments are being given out over the

> > phone?". She told me, "No, don't worry, there's

> no

> > one here to answer the phones so you'll get the

> > first choice of appointments!".

>

> xxxxxxx

>

> This is all absolutely appalling.

>

> I have always defended DMC in the past, but

> SebsC's whole post is just unbelievable. Are the

> GPs there aware of this chaos?

>

> I recently had to wait nearly three weeks for an

> appointment, and I did say to the person who

> answered the phone "lucky it's not urgent" - seems

> it was more lucky than I realised. :(

>

> I don't want to move from there because I've

> always found the GPs very good, but if I've got to

> queue an hour in the cold when I'm more urgently

> ill, I shall be thinking again.

Sue I did speak to the doctor that I saw and filled her in briefly on what had happened. She did say that she was aware of the situation as patients were always complaining to the doctors but unfortunately there was nothing they could do as their hands were tied. It was down to the owners I was told.

[Cora]

Can you confirm which one of these numbers you phoned sebsc...

[Penguin68]

It was down to the owners I was told

The doctors who work there are, I suspect, either all locums or salaried doctors - the nominal partners employ them (and the other staff, or not in the case of receptionists and telephonists) - if I am right in my supposition it is this type of partner 'doctor' (ones who no longer work as doctors), who are those reported as 'earning' ?250,000-?500,000 incomes from the NHS. Salaried doctors are not particularly well-paid (and are often very hard worked and working).

GP practices have always been private businesses, since the inception of the NHS, but it is only recently that the 'partners' have stopped being the actual doctors, but instead are just employers.

[LadyDeliah]

I've always defended DMC but I've got to admit I have had enough recently too.

I get a repeat prescription and have had it done through Boots in Peckham for about 2 1/2 years, but the last 8 months or so have been a total mess. DMC have failed every single time to send the prescription through to Boots and both myself and the Boots pharmacist have had to call DMC to have it faxed over.

Then about 4 months ago I was told by DMC that they didn't have me on their system for repeats to Boots so I had to re-register on their system. I made a complaint to the practice manager and was assured that everything would be fine for the next prescription, due last week.

I went to Boots on Thursday morning and there was no prescription. The pharmacist and I spent an hour on the phone, in the shop and I gave up because I had to get to Guy's for an operation by 12:30. The pharmacist tried to get through on the phone again on Friday and so did I from home, for hours.

I was unable to get out of the house because of post-op pain etc so had to call the out of hours guys at SELDOC who gave me 3 days prescription. Couldn't get through on Saturday so Monday morning I dragged myself down to the surgery to find out what the hell was going on with them.

I was told that they hadn't received the request from Boots, despite the fact I'd seen Boots fax it and saw the transmission receipt.

They also said they were short staffed because a few people had left.

In addition, their electronic prescription service thing wasn't working.

I went to a more local Chemist to get my next prescription because I know they collect them by hand, rather than get them posted as per Boots. When I spoke to this pharmacist, he said DMC are really bad and they deliver their prescription requests by hand, get the DMC staff to sign for them and chase them up to make sure they are ready.

I can't beleive how bad they have got in the last year. I want to move to another GP, but I don't know if any others are better in the area.

Will any GPs, who are actually any good in the area, be able to cope with a mass influx of disgruntled DMC patients?