New Telephone System Install-Friday 26^th July 2024

Due to patient feedback via various routes, we understand the difficulties patients are having with getting through to the practice. we have been looking at ways to alleviate these concerns.

Calls to the practice are now taking longer to triage and care navigate to the quickest and most appropriate Healthcare Professional which raises call waiting times.

We have listened to your feedback and would like to inform you of the solutions we have put in place……

• 1 More call handlers

• 2 New Telephone system

Where possible we try to maintain at least 3 call handlers during busy periods.

From Friday 26th July 2024, we will move to a new fully cloud based system, “Surgery Connect” (X-on) designed to make patients’ lives easier and get you the medical attention and advice you need quickly.

Line busy or call dropped previously? As all the calls are internet based rather than a traditional phone line, this should resolve any previous issues we had at our peak times!

No more waiting in a queue. New ‘callback’ feature will allow you to have the surgery to call you back when you reach the front of the call queue.

Operating system – You will have options to choose who you would like to speak to.

• General enquiries

• Appointments

• Prescription clerk (11.30-12.30) *

• Secretaries (11.00 -12.00) *

• Results line (2.00 – 4.00) *

*Lines are open during set times to help you to speak to the staff member directly rather than waiting for reception to direct your call. Times may vary occasionally due to staff changes.

To ensure we make this transition to the new system as smooth as possible on Friday 26^th July surgery will be open for ‘Emergency on the day’ calls only.

We appreciate your patience during this transition period

On behalf of Whittaker Lane Medical Centre.