We thought it would be useful to provide you with some information regarding the calls received between 8 and 9 on our usual busy Friday. The first hour on our new phone system.
Before the Practice opened we had 57 calls abandoned as patients tried to make contact.
Within the first hour we received 93 calls with an average wait time of 7 minutes 33 seconds. The shortest whereby the patient was answered immediately, the longest being at 8.15 where the patient has to queue for 16 minutes and 10 seconds. We have received very positive feedback relating to the callback option and encourage more patients to use this facility.
Our Patient Services Team work very hard to answer all of the calls quickly whilst delivering outstanding customer service.
I would like to remind everyone that general enquiries should be undertaken after our peak times to enable the team to answer calls and book appointments quicker.
Thank you for your support.