New Telephone System

Posted on October 15th, 2024

We are pleased to announce we have been given an installation date for our new telephone system. Tuesday 22nd October we will be installing and setting up our new system. This should have minimal disruption, but please bear with us. 

      1. Call Queuing and Callback Option: When a patient calls the surgery, instead of waiting on hold for a long time, the system offers the option for the patient to keep their place in the queue      without staying on the line. The system then automatically calls them back when it’s their turn to speak to a receptionist or healthcare professional.

2. Reduced Waiting Times on Hold: Patients don’t have to endure long wait times on the phone, freeing them up to go about their day. This is especially useful during busy hours when lines can be overwhelmed with callers.

3. Improved Patient Experience: Offering a callback feature can reduce frustration for patients who previously might have had to wait on hold for extended periods. It improves the overall patient experience by making the process more convenient and less stressful.

4. Efficient Call Handling for Practices: The system helps GP surgeries manage call volumes more effectively. It allows them to prioritise calls and distribute workload more evenly across their staff. This means surgeries can handle higher volumes of calls without creating long hold times.

This system ultimately benefits both the GP surgery and patients by improving access, reducing patient frustration, and optimising how calls are managed.