"Trying to speak to a receptionist by telephone"

I started calling the reception at 8 o’clock on the 10th of February 2025. The response was the line was busy until 8:10 am at which point I was able to log onto the queue for the reception. I was fourth in the queue. I waited 45 minutes in the queue at which point I decided to go to the Surgery, to see if I could get a response there. I was still in the queue on my phone on the journey and arrived at the Surgery 56 minutes into the Call in the queue on the phone at one hour was still in the Surgery queue and the phone disconnected , at the one hour Mark. I filled in a paper request for a fit note and waited in the queue to hand it to the receptionist. I gave it to the receptionist when I got To the front of the queue after 5 minutes. I made three requests to the receptionist

1. Where do I Post this request to.

The receptionist took it off me and put it somewhere.

2. I asked her if there was a problem with the E Consult on their app

There was no reply, just a blank stare

3. I asked for full Access to my notes online And access to full E Consult on the app.

I was given a piece of paper to fill-in And Old, I would require two forms of ID.

At no point was I offered a link for an e-consult, so I could request my fit note electronically.

I do not understand why my phone call was not taken when, at the point of the telephone call cutting off I was number two in the queue, after waiting for a full hour, and trying to get a communication for a full one hour and 10 minutes. I know it was Monday morning and I know the Surgery is busy but this seems unacceptable due to the fact I l Cannot:

Access to Surgery by E consult

Access the Surgery by telephone after one hour, to be then put in a queue again Upon dialling.

Request full access to my records by email or other such electronic means, but have to use a piece of paper and then travel to and from the Surgery for my request to be acted on. Even though these issues have been brought up before by me at reception and nothing has been remedied, I have had to block somebody else’s appointment by booking an appointment just so I can book a fit note renewal.

If I had not travelled to the Surgery, found a piece of paper to ask for a fit note renewal, then this appointment would still be blocked for somebody else to use who probably needs it more than I do at the moment.

I do worry that nobody seems to be concerned with the state of the IT issues. I have been coming up against even though I have mentioned it to several receptionists who do not seem to know how to go forward with a resolution. Let’s hope this review will push somebody to act upon the issues I have come up against, including waiting times on the telephone, IT issues for e consults, And unenthusiastic responses from reception. I do have to say that the doctors at the surgery have been very professional and helpful in their surgeries when I have been attending.

Front of face however is very wanting.