We wanted to provide patients with an update regarding our telephone system and the changes we have been making to improve access to the practice.
As many patients will be aware, we introduced our new system in February. While the aim was to improve access and make contacting the practice easier, we understand the implementation has not been completely smooth sailing and there have been some teething problems along the way. We would like to thank everyone for their patience, understanding and feedback while we have worked to improve the service.
Following patient feedback, we have now made further changes to our phone system to help patients reach the right team quicker and reduce waiting times where possible.
Our updated phone options are now:
Press 1 for the automated system
Press 2 to speak to our medication team (10:00-15:00)
For all other queries, please hold to speak to our reception team.
Our automated phone system, Patient Partner, has been designed to support patients in a number of ways. It can help patients manage their appointments easily (including booking, checking, changing or cancelling appointments), order repeat medication, leave a non-urgent message to our reception and/or medication team and support with registering as a new patient. This is all without the need to wait on the phone. The system is available 24 hours a day, helping patients access services at a time that is convenient to them.
These changes are intended to reduce pressure on phone lines during busy periods, improve call handling and ensure patients are directed to the most appropriate team as efficiently as possible. It also allows our reception team to spend more time supporting patients who need direct assistance.
We understand that any change to the way patients contact the practice can take time to adjust to, and we remain committed to listening to patient feedback and continuing to improve the experience for everyone using our services.
Thank you again for your continued patience and support while we continue to make improvement to patient access and communication within the practice.