We are sorry that patients are finding it difficult to get through on the telephones most mornings. Since the New Year we have been receiving a higher number of calls than ever before.
The telephone system currently holds a maximum of 40 calls at any one time. If you hear the engaged tone, then this means there are 40 calls already waiting. When you are in the telephone queue, you have the option to press “1” on your keypad and hang up. This means that you will keep your place in the queue and will receive a callback when you become 1st in the queue.
This additional demand is having an impact on the availability of appointments at the practice, especially GP appointments. The Practice has taken on more GP and more nursing hours over the last couple of months, and we continue to invest in our reception and administration staff to improve access. We have more clinical and administrative hours than ever before and we will continue to look at ways in which we can improve access for our patients.
Please continue to use additional primary care services, such as the pharmacists at your local chemist, for minor ailments that can be dealt with by over-the-counter medication. Many pharmacists are also trained to prescribe medication for certain illnesses and will advise patients to go to their GP if they are unable to help or feel it’s necessary.
In the meantime, please accept our apologies if you have not received the timely service that you would expect form the practice. Please be assured that the whole team are working extremely hard every day to improve access and support our patients.
Kind Regards,
Park Farm Medical Centre & The Vernon Street Surgery