Phone System Updates August 2024

Prioritising Medical Enquiries between 8.00 - 10.30am (9.00-10.30 on Fridays)

We have updated our Calendar so that options such as Prescriptions, Referrals and
Test Results will only be available after
10.30AM.

This is to allow our Patient Services Team to
prioritise Appointment / Medical Enquiry Calls first thing in the morning. 

Introducing the Check and Cancel Line

Our new automated Check and Cancel option allows you to check the time of your appointment and cancel it if you need to, without the need to speak to a member of our Team.

This leaves our operators free to deal with other queries, and reduces the number of missed appointments by making it quicker and easier to cancel. 

The more notice you give, the higher the chance we can book someone else into the appointment so please give as much notice as you can so no appointments are wasted!

Changes to our Options Menu

We have streamlined the options menu so that all options not available when we open will become available at the same time (10.30 onwards)

Between 8.00 - 10.30am (9.00-10.30 Fridays) the options will be:

1. Check and Cancel
2. Medical Care or Advice
3. Medical Emergency (for health professionals)

From 10.30am onwards:

1. Check and Cancel
2. Medical Care or Advice
3. Prescription Queries
4. Test Results
5. Referrals
6. Medical Emergency
7. General Enquiries

Queue-busting Callbacks and Texts

When our lines are busy, you will be offered a queue-busting callback from a member of our patient services team.

If you accept this, a text message will be sent to your phone with live updates of your place in the queue, so you have a better idea of how long you might be waiting!

If you decline a callback and change your mind, you will be offered again every 5 minutes that you are in the queue.