Telephone Access

Posted by: philheiden - Posted on:

Dear Patients,

We are committed to improving access to our services and to overall patient experience, with a particular focus on managing our incoming telephone calls.

We understand how crucial it is for patients to receive prompt responses, especially to urgent medical needs.

In a previous Practice patient survey, the majority of you indicated that a 6-minute wait time on the phone is acceptable. Over the past four weeks, our average wait time has been 10-minutes, though this varies depending on the day of the week and time of day, sometimes leading to significantly longer waits and a poorer patient experience.

To help you make informed choices about when to contact us, we’d like to share some data:

  • Mondays are between 30-50% busier than other days. If your query is routine, please consider calling on a different day of the week where possible. While we’ve explored different staffing models, we cannot employ extra experienced Receptionists (also known as Care Navigators) solely for Mondays. We believe that to become experienced, efficient and understand the workings of the Practice, these staff members need to work a minimum of 25 hours per week.
  • 8:00 – 10:30 AM is our busiest time of day every day. Again, if your query is routine, please consider calling outside these hours where able.

We aim to try to reduce the call peaks you see below and ensure our lines are always available for urgent medical requests.

Preferred Efficient Routes:

  • Routine Medical Queries or Administrative Queries: Submit these online via our eConsult platform. Your submission will receive the same priority as a phone call and is assessed by a member of the GP team by the end of the next working day. Give it a try next time. Submit your request here.
  • Repeat Prescription Requests: Request these via the NHS app (available on both smartphones and desktop computers). Avoid using pharmacy services, slips, or handwritten requests, which require manual data entry by receptionists. Ordering via the NHS app sends your request directly to the prescriber electronically. A reminder: we do not accept prescription requests over the phone for safety reasons. NHS app link.
  • Retrieving Recent Test Results: Check your NHS app 10 days after your tests (often sooner) where you can see the results and the comments from the GP regarding any action needed. For cervical smear results, please allow 8 weeks. NHS app link.
  • Chasing a Referral: To know the status of your referral or when you might be seen, contact the department to which you have been referred.
  • To expedite a referral due to a material change in your symptoms, report these changes so they can be passed to the hospital team. More information here.
  • My Planned Care NHS
  • Requesting Fit/Sick Notes: Self-certify for the first 7 days of absence. Hospitals can and should provide their own notes following discharge. For other requests, submit via our online eConsult platform. Submit your request here.
  • Requesting a Copy of Records: Many of your medical records can be viewed and downloaded via the NHS app. For additional queries or record requests, complete a subject access request (SAR) form. SAR form here.
  • Discharge Requests: You should be discharged with up to 28 days’ worth of medication if deemed necessary by the hospital clinician. Any urgent requests to the GP should be communicated by the hospital clinician in writing. While we receive discharge summaries electronically, it can take up to 5 days to process internally. We will contact you if action is required. We recommend asking for a copy of your discharge summary before leaving the hospital to be aware of any recommendations.
  • Checking in for Appointments: Use our self check-in screen, located on the wall directly in front of you as you come through our entrance. This will eliminate you having to wait in a reception queue and mean there is no delay to the start of your appointment.

If you choose to call the Practice at the peak times specified above, please do so knowing the wait time is likely to be outside of our 6-minute expectation. Please treat our Receptionists with respect, they are doing the very best they can.

Thank you for your understanding, cooperation and support in helping us continually improve our services.

Please know that we are fully committed to providing the best service that we can despite the national challenges and funding issues that are affecting every Practice.

Many thanks,

AMC