New Telephony System and Patient Appointment Access
We would like to inform you that we have migrated to the new recommended Digital Telephony System with a new pathway to follow via the options given. You are now given the option to press 1 for appointments and press 2 to speak to the reception team regarding all other queries. The advanced cloud queue with the ring back option will improve patient access and reduce the physical wait time patients have on the phone.
With the new Digital Telephony System, a faster call flow is expected due to the old analogue being replaced with digital routers. This will be reflected on our observations made with the feedback collected next week.
We will have a maximum of 10 calls for instance in the cloud queue, those patients you do not wish to hold would be given the option to opt for a ring back. You will then hang up and not wait on the phone. When you have reached number 1 in the queue, the telephone system will call you back and will be connected to the reception staff directly. Please note, there would only be 1 ring back attempt. If you miss the ring back, then you would lose your position in the queue and will need to call back.
We will be running our in House GP Patient Survey’s to obtain patient feedback on our new Digital Telephony System end of February 2023 in order to gain a clearer picture on the impact this has made both on our Patients and the Practice.
Please note, pressures on our Telephone systems would still continue due to the high volume of calls per day; therefore on the day availability would be limited to first callers from 8am.
Majority of our pre bookable appointments will be available to be booked online via patient access from January 2024. Please ensure to have your patient access details activated. See Reception for further information.
For any further information on the Digital Telephony System please visit the NHS ENGLAND website.
