Telephone lines – update

We are aware of the difficulties you may experience while trying to get through to the surgery and we are trying our best to make adjustments so that our patients are not holding on for longer than necessary.

Some of the adjustments include:  Limiting the amount of patients who can get through in line with the number of staff available to take the call. Longer waiting time, but with less callers so to ensure an answer. There has also been a service provider change, therefore you will not be offered a call-back unless we have 10 callers in the queue, this is under the control of our provider and we cannot amend. The phone will ring engaged if there are too many callers, this way you will not be kept waiting on the line but rather call back later. A change to the holding music (several patients have requested a change of music).

Please be aware that some of the delays may be down to staff shortage which, unfortunately is out of our control.

We monitor the changes regularly and will continue to try our best to act on your feedback.

Test result are now after 2.30pm.

For most queries, we advise that you use our online services for a quicker response.

Thank you

The Practice Manager