NEW TELEPHONE SYSTEM

We have engaged a new telephone network provider for the Heart of Bath Medical Partnership.

We are hoping this new telephone system will make telephoning the surgery easier for all our patients and the waiting times for calls to be answered will be reduced.

We have 2 queuing systems, the initial cloud queue and the main line queue.

The cloud queue holds up to 30 patients, patients will be numbered in this queue, patients will then be transferred to the main line queue, these lines are manned by our reception team, there is no number in this queue. 

If you receive the engaged tone when phoning, this means our new telephone system has received the maximum amount of calls that can be placed on hold in the ‘Cloud’.

At 08:00 and 14:00 we do receive a large amount of calls so unfortunately some patients may need to wait for longer.

Our phone system shuts at 5.45pm every evening to enable our reception staff to continue to answer patient calls, that are holding in our main line queue, by 6pm.

Patient feedback is very welcome or if you wish to raise issues with our new telephone system, please email directly sharon.young11@nhs.net.

Thank you to you all for your continued support.

Telephone system last updated from patient feedback on 19.11.21.