Telephone Update

Patient Call Back

During busy periods when all our reception team are busy, callers will be offered the option (press 1) to request a call back on the number they are calling from – after which they can hang up. The system will virtually queue the call until it is the next call to be answered, after which the phone system will call the number requested and if answered you will then be speaking to one of our receptionists.

Note if you call again before receiving a call then this will cancel the pending call-back. Also as per our policy for GP patient calls, we will only try two times before marking this as complete so please monitor your phone for the call.

Telephone Number Matching

We have implemented innovative software that will intelligently match the number you call from to your patient record – we will still ask details to confirm your identity but this will improve call handling times. If you were to call from an unrecognised number you will be asked if we can update your records with any new numbers. If you do not wish to display your number when calling the surgery then please contact your telephone provider for instructions.