New Telephone System - call back function

As of March 2nd, the surgery will be launching our new telephony platform providing us with far more capacity, capability and functionality. There may be a small period of disruption as our reception team will receive training and will be getting used to new ways of working during the week of launch, so please bare with us.

The new main feature of this upgrade will enable patients to have the option of receiving a call back if they are unable to hold in the queue for an extended period of time. This feature will enable patients to hold their position in the phone queue and then be automatically called back once they have moved down the queue position to number 1.

Please be aware that our free patient call back service will only work if you:

•  Do not withhold/hide your number when calling us
•  Do not use phone screening services

The issues of holding on the phone line for extended periods and difficulty getting through to our reception team was one of the main concerns highlighted in our recent NHS National Experience Survey. Therefore we hope that our patients will like these new features and experience the benefits of this new system very soon.