A PATIENT who relies on a pay-as-you-go mobile phone says that the Frome Medical Practice telephone appointments system is ‘too expensive’, using up his credit as he waits on the line for assistance.
Local man and patient of the medical practice, Alan Flower, says that he has been forced to seek support instead from his local pharmacy and the outpatients service at the hospital, because he can’t risk using up all his credit waiting on hold.
“You can spend so much money waiting on the line, and you don’t know how long you will be waiting as it doesn’t tell you what number you are in the queue,” explained Alan. “I’ve sometimes waited up to 20 minutes in the queue and have spent around £6 in credit. It’s too expensive!
“I’ve tried instead going to my local pharmacy, but they have told me that the support I need has to come from the medical centre.
“I live on the other side of town, so walking in to make a appointment isn’t convenient, but this has to be done through the appointments line anyway.
“Instead, I have been walking into the hospital and using their outpatients’ service, which defeats the purpose of the medical practice, but I feel that I have no other choice, it’s a ‘catch-22’.
“I don’t understand why this isn’t a free call, it’s costing a lot of people, in different situations, a lot of money. I feel frustrated; my phone is my lifeline, so I can’t use my credit to call the medical practice.”
In response, practice manager Karen Creffield said, “The practice, as part of its ongoing review of the system, has recently introduced more phone lines to help reduce call waiting times.
“Whilst we cannot fund calls into the practice, patients are able to come into the practice to request a call back, which they can also receive here if they would prefer.”
