New Telephone System

Posted on October 7th, 2024

Overview

The practice has now switched to a new phone provider for our telephone system. This is due to feedback from both staff and patients and in line with NHS England’s Modernising Access to Primary Care scheme, to move all GP Practices to a Cloud Based Telephony System with advanced features. There may be some disruption to our service on this day, which is beyond our control, however we are hoping patients feel minimal impact on the day of installation.

Improvements

The new telephone system will introduce a range of features to help improve patient communications. These include, but are not limited to:

• A removal of the maximum queue limit, meaning there will never be a time when you are unable to get through to us on the phone or hear an engaged tone.
• New options on the menu meaning that when you call, reception will be more prepared with what type of information will be needed.
• Call monitoring, we will be able to look at when our busiest times of the week and day are and when we are busiest for prescription queries, appointment booking etc and plan our staffing around these times.

Patient call-back

As part of the new system, we will be able to offer what is known as patient call-backs. When there are more than 6 people in the queue, you will be asked if you would like to retain your position in the queue and be called back when you reach number 1. The system will then call you and when you pick up you will be speaking with reception straight away. The system will attempt to call you on 2 occasions, at least a minute apart, but if we are unable to get a hold of you, a text will be sent to advise that we have attempted to call you and that you will need to call us back. When calling us back(from the same number you originally called from), the system will identify your number as a missed call back and attempt to put you straight to the front of the queue. The call-back system will be in place Monday to Friday 8.00am – 5:00pm.

Please be patient with staff while we all get used to the new system. We may need to make changes once we have gone live following feedback from patients and staff. With the new system having advanced features it should hopefully reduce the time patients need to wait on the phone and hopefully make the experience of calling Cherry Hinton & Brookfields Medical Centre a positive one.