As you may be aware, over the last 7 months we have had major issues with a new telephone system that we had installed in January. We have been experiencing calls cutting out, failures in the call queueing system and intermittent failures in the telephone lines. We are aware this has caused a lot of frustration with some of our patients and for this we sincerely apologise. As such an integral part of GP Practice IT infrastructure, a working telephone system is a vital part of your access to the surgery and is something we heavily rely on to deliver effective patient care.
We have been trying relentlessly to get these issues resolved with the current company but up until now, they have been unable to resolve these issues to our satisfaction.
We would like to make you all aware that from Monday 8th August we will have a brand new telephone system. This system is custom built for GP Practice’s and is used successfully by hundreds of practices in the country. It has a smart call queuing system that can deliver important messages to you whilst you wait, a call back feature so you do not have to wait in the queue and can be called back when you are number 2 in the queue, and other features that will make it easier and quicker for our team to deal with your queries. We are hopeful this system will improve your experience in getting through to us on the phone.
Of course we are still very busy so there will be wait times on the phone, however you will know where you are in the queue in and will hopefully not experience issues like being cut off.
We hope you can accept our apologies for the issues with our phone system over the last 7 months.
We welcome and value your feedback so please let us know if you feel we can improve the telephone system further once the new system has been put in place.
Please contact the surgery if you have any queries regarding this.
Published: Aug 4, 2022
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