Q&A - General patient queries

Received:  25 April 2022 09:57
Subject: Suggestion from a website user

Question:  If the practice openers at 8:30am why are the phones never turned on until 9:30+? This is extremely inconvenient to people who work nightshift. Then only to be put on hold again.. I’m sure I’m not the only open with this problem.

Answer: In response to your message can I firstly assure you that the surgery phones are set up by our telephone provider to go over automatically Monday to Friday at 8.30am each day.   Staff answer calls immediately from 8.30am each morning and a Doctor is present in the office everyday to deal with or allocating triage requests received. 

With 9,100 patients registered at the practice there is always a very high demand of incoming calls at 8.30 am any day.   Over 5000 patients are now registered with on-line patient services and are able to add their information to a triage slot themselves from 8.30 am without having to wait in a queue to get through.  This might be something you would like to consider and can request registration via reception.

The Practice have just increased  incoming telephone lines from 10 to 20 in April 2022 and patients will be advised of their current position in the queue if put on hold.  

I hope this answers your query and gives you an alternative option for triage contact if you wish to use it.

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