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Message to our Patients
Posted on 22 Sep 2023
The Practice would like to address some of the issues our patients have had with contacting the practice, getting an appointment or addressing an administrative task.
Our clinical and administrative staff are at the heart of the practice.
Please be kind and reasonable, everyone working at the practice is here to help you and we will make every effort to offer the most appropriate and timely assistance.
There may be times we cannot deliver a service that meets your expectation, and we acknowledge your frustration. We stress that this does not excuse aggressive behaviour, swearing or discriminatory language. We will be adopting a zero-tolerance policy on this issue.
Our practice operates a telephone triage system, which means that patients not able to wait for a routine appointment can be spoken to by a GP on the day.
With the increase in demand, routine appointments are often booked several weeks in advance.
Inevitably this has led to more patients asking for call backs on the same day and longer waits for the calls to be answered.
Over the next few weeks we will be monitoring the number and type of call backs and occasionally we may have to limit the numbers in order to protect both patients and clinical staff. We ask for your understanding whilst we trial these changes.