Practice Phone Lines

Posted by: emilysmith21 - Posted on:

Over the past 3 months we have been working very hard to improve our Practice phone lines. We understand that during this time patients have experienced issues such as phones cutting off during queuing and we express our sincerest apologies. We are hoping that the improvements recently made have reduced this issue but if you experience difficulties on our lines, please let a Service Advisor know so we can report this to our phone provider.

We understand that getting through to us on the phone lines can be very difficult at times, requiring patients to redial or queue for a period of time. We request patients understand we are working very hard to answer calls as quickly as possible but we are experiencing a large volume of calls. On an average Monday we are receiving in excess of 1200 phone calls a day, this number drops significantly through the week. If your call is none urgent, it might be easier to contact us Tuesday – Friday.

We request that if patients require an urgent appointment, they should call at 8am (for urgent morning appointments) or 1.30pm (for urgent afternoon appointments). If you are calling regarding any other matter, you may wish to try call us after 10.30am or after 3.30pm, as lines tend to be a less busy.

Please consider requesting online access to order prescriptions, or pop your written prescription request into the surgery (this can even be posted when we are closed) to save you waiting in the phone queue.

Please remember that the Service Advisors answering calls are working very hard and we will not tolerate abuse towards any members of our Practice team. We are here to help to the best of our ability and will always try to do our best. We thank you for working with us.