Leading Phone System
We have invested in a leading phone system awarded Telecoms provider of the year which is built specifically for GP Surgeries.
You will never NOT get through on our phone lines, to improve patient access we have unlimited line capacity which means when you pick your option you will automatically be put into a queuing system and told where you are in the queue, all calls are answered in order by our highly trained Care Navigators.
Please ensure you call at the appropriate times listed. If you press an option outside of these times you will be advised the line is closed.
Please LISTEN CAREFULLY to our phone options, if you go through to the wrong option you may be asked to phone back and lose your space in the queue.
Option 1 – Routine Appointment before 11am — if no routine appointments are available you will be given self care advice and the line will cut off. Please be aware of a current lack of routine appointments.
Option 2 – Emergency Appointment – if all emergency appointments are gone you will be advised of what to do next and the line will cut off.
Option 3 – Home Visit before 10am – GP’s require all home visit requests to be in before 10am for housebound patients only.
Option 4 – Treatment Room, Physiotherapy, Social Worker, Mental Health Worker before 4pm.
Option 5 – One off acute prescriptions and Test Results between 10-11am and 2-3pm, this does not include requests for anti-biotics.
Option 6 – General Enquires between 10- 12pm and 1pm – 5.30pm. Do not ring to find out if your prescription is ready, please give 48 hours for Personal Collection and 72 hours for collection at your chemist.
What you can do to help us:
- Have your details ready, Name, DOB and Contact Number.
- Give as much information as you can to our Care Navigator.
- Be respectful to our Care Navigators and be remindful that there is only a limited amount of appointments available each day.
What we can do to help you:
- Be assured that all information you provide is dealt with in the strictest of confidentially, all staff have signed a confidentially agreement.
- Our highly trained Care Navigators will refer you to the best clinician to help deal with your problem/query in a professional manor which may not be a GP.
- All calls are recorded for the Safety of our Patients and staff.
Please be reminded that the use of aggressive or abusive language (including raising of the voice, swearing and cursing), or placing unreasonable demands and impossible requests on our staff which is threatening and intimidating will not be tolerated, after a warning the call will be terminated and will be dealt with in accordance with our Zero Tolerance Policy.
SMS Text Messaging Consent
You can now register to receive information by text message on your phone regarding health care.
If you wish to register for this messaging service please fill out the consent form below
New Data Protection Regulations from May 2018 (GDPR)
Under the new data protection regulations introduced from 25th May 2018, we will continue to contact patients via text messages regarding the delivery of care if they have provided consent to do so.
If practices are sending messages about recommended treatment for the management of a specific health issue, then this is defined as providing appropriate care for patients, not marketing purposes.
If you would like to opt out of any future contact via text messaging, then please complete the form and indicate in the marked section.
SMS Text Consent Form