Unfortunately we are still experiencing problems with our telephone system and we apologise to any patients who have been affected by this. We had hoped that this had been resolved but unfortunately this has not been the case. We are working closely with our telephone provider as they investigate this issue.
To minimise the risk of your call being cut off we would ask that those of you who can, do please use the eConsult service to contact us. This can be easily accessed via the Contact your doctors online link on the home page of this website. This will leave lines free for our elderly and vulnerable patients who cannot access the internet and who’s only means of contacting us is by phone.
If you do need to call us, for example if we have contacted you to ask you to book an appointment with a member of our nursing team you are best placed to call us outside of our peak times. Peak times on our phone lines are when the lines open at 8.45 and again at 2pm, this is when our elderly and vulnerable patients are most likely to be trying to contact us. Please remember we are not an emergency service (in case of an emergency please call 999) and you do not need to wait in the queue on our phone system for a long time. If this is the case please hang up and call again at another time throughout the day when our lines are less busy to minimise the risk of being cut off
Following the introduction of eConsult the way that the surgery works has changed to improve services to ensure that those most in need are prioritised. Instead of calling as soon as the phone lines open to make an appointment you no longer need to do this. All eConsult submissions (including eLites which are solely for our elderly or vulnerable patients and are submitted on their behalf by our reception team) are monitored throughout the day as they come in and triaged by a clinician, who decides if and when you will need an appointment. This eradicates the old way of working whereby patients felt the need to contact us as soon as we opened to book an appointment, thus causing issues both for patients getting through to us and us in creating peak times when we experienced high call volumes and the knock on effect in demand on clinical time.