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New Phone System

Telephone System Upgrade:

We are upgrading our phone system this week, Friday 5th January. There should be no loss in service but you will notice some changes to how our phones work. We believe this will be an improvement but will need your feedback. Please tell us what you like and don’t like about the new system here.


Why we are Changing:

Over the years we have consistently done well in the GP survey with 94% of patients saying it is easy to get through on the phone (compared to on average 68% locally and 71% nationally) and as our patient numbers grow we want to make sure we maintain this.

However our current phone system cannot show us how many calls we get and when. This makes it very hard to shape capacity to demand. The new system will be able to do this as well provide a lot of other functions.


The Initial Changes:

Queue system: when you call you will be placed in a queue. This will replace the current system where if the incoming lines are busy you get an engaged tone and have to call back.

Options for why you are calling: before joining the queue you will be given a brief list of options which will mean that whilst you queue you will hear relevant information.

Automated GP appointment booking: rather than hold to speak to someone you can make, change or cancel the appointment yourself using the automated option. You will be able to book the same GP appointments as the receptionist and that are available online. It is important to note that this is not a replacement to our reception team but another option for those who might prefer it. You will not be able to book nurse appointments with this.

Call recording: all calls will be recorded for training and monitoring purposes.


What we want from you:

Your support and feedback.

 We will be trying hard to make this change a success and an improvement on what we offered before but it isn’t going to be perfect right away. We will all be getting used to the system as well so please allow for this in the first few days.

 It is really important that you let us know what you like and dislike about the new system so that we can make changes as we go. However there is no perfect system that will suit everybody. Some people will love the automated appointment booking whilst others won’t like it at all. We hope that the new system will be flexible enough to suit as many people’s needs as possible.


How can I feed back?

We want to encourage as much feedback as possible so you can let us know what you think in the following ways:

Via our website here

In person where paper copies of the survey will be available

Text message surveys will come out to people who have called.


How we will feedback to you

We hope to be making small adjustments on a weekly basis until we get it right.

We will be putting updates on our website each week to summarise your feedback and to let you know our response. This will also be displayed in reception.

After a few weeks we also hope to start publishing our phone answering statistics so you can see how long on average it takes to be answered etc.

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