Ordeal by telephone

Published: 2 December, 2010

• YESTERDAY, without notification to patients, the system for incoming calls at the Hampstead Group Practice in Fleet Road, NW3 changed. 

It sounds as though a call centre is being used. I was given a choice of five numbers for use in my call plus an 0845 number where I could get medical advice. Then started a long recorded message saying all the lines were busy, I was fourth in a queue, then third – all this interspersed with classical music, plus the voice, telling me all the lines were busy, but “please hold as your call is important to us”.

I wonder how important the call was for me? This situation went on for 20 minutes. I’m just waiting to see how much that call cost me!

Incidentally, I only wanted to cancel an appointment which took all of one minute when I finally got through to the surgery’s receptionist.

I suppose that by today’s standards this is called progress.

IL KEMP
Shirlock Road, NW3