New Telephone System Posted or Updated on 4 Mar 2024

Overview

From Wednesday 3rd April at 10am, the practice will be switching its phone providers to a new telephone system. This is in line with NHS England's Moderninsing Access to Primary Care scheme to move all GP Practices to a new Cloud Based Telephony System. There may be some disruption to our service at this time beyond our control, as such we will not be booking telephone consultations on this day to avoid any delay to pre-planned appointments.

Improvements

The new telephone sytem will introduce a range of features to help improve patient communications. These include, but are not limited to:

• A removal of the maximum que limit, meaning there will never be a time where you are unable to get through to us on the phone or hear an engaged tone.
• New options on the menu meaning that when you call, reception will be more prepared with what type of information will be needed.
• Call monitoring, we will be able to look at when our busiest times of the week and day are and when we are busiest for prescription queries, appointment booking etc and plan our staffing around these times.

Patient call-back

As part of the new cloud based system, we will be able to offer what is known as patient call-backs. When there are more than 10 people in the que, you will be asked if you would like to retain your position in the que and be called back when you get to number 1 in the que. The system will then call you when you reach number 1 and when you pick up you will be speaking with reception straight away. The system will attempt to call you on 2 occasions at least a minute apart and if we are unable to get a hold of you, a text will be sent to advise that we have attempted to call you and that you will need to call us back. When calling us back, the system will identify your number as a missed call back and attempt to put you straight to the front of the que. The call back system will be in place Monday to Friday 9am - 5:30pm.