Corby GP practice apologises as patients left in huge phone queues

They say they are experiencing a significant spike in call volume

Tuesday, 11th May 2021, 4:09 pm
Updated Tuesday, 11th May 2021, 4:10 pm
Lakeside Corby. Image: JPI Media

Corby s biggest GP practice has said sorry after a 'spike' in calls left patients waiting ages for their phone call to be answered.

Lakeside Healthcare, which operates out Lakeside Surgery, Forest Gate Surgery and Brigstock Surgery, has apologised this afternoon (Tuesday) in a notice to patients.

Patients have complained that they have been left waiting in a huge queue after ringing for an appointment when the practice opens - with some unable to get an appointment when they are finally put through.

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One patient said: "It took me 149 attempts one day. I was 27th in the queue, then someone answered and hung up immediately. The next day it only took 10 attempts."

Another said: "Was on the phone bang on 8am got through 8.45[am] only to be told no appointments left, try again tomorrow."

And another said: "Over subscribed at Lakeside. Too many patients, not enough doctors and support staff."

In a notice to patients this afternoon, Lakeside Healthcare said: "We are currently experiencing a significant spike in call volumes and the wait is currently 10 to 20 minutes. Incoming calls are actually up 25 per cent since December.

"This has significantly impacted the speed at which we are able to answer the phone.

"We have trained and called upon our whole team to support the answering of telephones but we recognise that patients are having to wait longer than we would like them to for us to answer their call.

"We do apologise for any inconvenience caused and are doing all we can.

"If you are able to use e-Consult, which supports self-care, signposting to pharmacists and other community services as well as us, this would really help to reduce pressure on the telephones."