TELEPHONE ADVICE

  • If you need to speak to a Doctor or Practice Nurse, please request a telephone consultation. In some cases it may be more appropriate than a normal appointment.
  • If the Doctor is not available to speak to you when you call, we have allocated a number of telephone consultations for each doctor, which means the doctor will call you back within a pre-arranged time scale to speak to you.
  • Please give your contact details (telephone landline or mobile number) to reception staff so we can ensure Doctors are able to return your call.

 

TELEPHONE ACCESS

Recent patient surveys have shown that we need to improve our telephone access to the Practice.  Please note that we acknowledge our patients' views and have undertaken a number of developments to enhance our telephone service as follows: 

  • New telephone system and call distribution
  • Provided staff awareness training
  • Provided our "Online Services" to provide alternative means of access

contactIn addition, we will also be taking further actions during the coming months to significantly improve telephone access for our patients.

However, we do have very high number of calls during from 8:00am to 10:00am (same day urgent appointments) and 11:00am to 1:00pm (repeat  appointments), especially on Mondays and Fridays. So the following guidance has been provide to help you improve your telephone access to the surgery:

  • Please think about exactly what you want before making the call and try to be as concise as possible.
  • If you require a planned / routine appointment, (i.e. in 3 or more days time) try ringing the surgery after 3:00pm or book "Online". 
  • If you require a routine appointment within 48 hours try ringing between 1:00pm and 3:pm.
  • If you require a same day appointment you will need to ring before 1:00pm
    Please note: if we do not have appointments available you will be offered the chance to speak with the duty doctor, the doctor will arrange with you an appropriate appointment. 
  • Cancel your appointment "Online" - this would make more appointments available (8% to 10% of doctor appointments are wasted each month because patients do not attend their appointment).
  • Remember your appointment time, this avoids the need to make a telephone call to check the time.
  • Please avoid, where possible, ordering repeat prescriptions via telephone on Monday and Friday mornings. 
  • Order your repeat prescription by post or fax, using our paper based order form, or "Online".
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