New Telephone System
From Tuesday 18th June we are having a new phone system installed, so please bear with our Reception Team as this is new to us all. The new system will bring many benefits for patients and the surgery. Please note we will continue to have the same phone number.
The new system is “Cloud Telephony”
The main benefits of cloud telephony are virtually limitless inbound and outbound calls, the ability to work from anywhere, call recordings and full access to all aspects of the system, to make real time updates as well as full reporting suite.
“Call Capacity”
Call capacity was a big issue but virtually limitless inbound calls means greater patient experience. Patients will now never receive the engaged tone again, even when calling the practice at busy times. The phone system answers every call, reminds all patients that calls are recorded and offers bespoke information and menu options.
“Call Queuing”
Call queuing positions are also part of the inbound call experience, so patients always know where they are in the queue and that they are going to be answered.
Additionally, we will be offering the “Patient Callback” feature – this allows patients to queue virtually, they retain their position in the queue without having to wait on the call, the system calls them back when they reach queue position 1.
This offers both fairness and assistance to PAYG mobile users.
However, please note we do encourage as many patients as possible to contact us online via the NHS App or by clicking on the Green tab on our home page “Appointments/Requests”.
