"Who answers the phones?"

Dear Patient

Thank you for your review.

I am sorry that you are unhappy about our telephone response times.

You may be aware that we are moving to a new building in a few months' time when we are pleased to report that we will be installing a new telephone system.

This I am sure will assist in the functionality of the phone system as it will be an improved model.

We have also recruited additional reception staff to ensure our numbers are adequate to answer patients and others calling in.

Of course, as with any service we do have operational difficulties from time to time which could be regarding the system itself or staffing numbers during period of sickness and annual leave.

Any patient can contact the practice by telephone, letter, email or by attending in person.

In relation to the earliest available appointment, I note that you said that this was in your case three weeks.

It is the case that routine appointments could be three weeks in advance, particularly as at the practice patients have their own allocated GP.

Although this means that you might wait a little longer to see your doctor, it does ensure continuity of care and give a better patient experience in the vast majority of cases.

This is the national average for a routine appointment.

However, if the matter were urgent, any patient can request an emergency appointment for on the day with any clinician available.

I hope this helps - if you would like to discuss any aspect please do not hesitate to contact me at the practice.

With kind regards

Karen Cakmak - Practice Manager