An apology/ explanation regarding our phone lines at present.

Posted by: philheiden - Posted on:

Here at AMC we pride ourselves on high quality care and patient satisfaction. We are therefore disappointed by recent patient feedback that our telephone lines are often engaged and patients struggle to get through.

It should come as no surprise to you that the NHS is in crisis at present due to the unprecedented increase in demand. As a practice we have seen a 37% rise in call traffic and a 18% rise in appointment requests comparing pre pandemic levels against the past 6 months.

As a practice we have always fared well in the speed in which our calls are answered compared to local and national benchmarks https://tinyurl.com/2px9kc89. With the 37% of new call traffic and due to clinicians carrying out more outgoing telephone contacts our telephony infrastructure has reached its maximum. The reason some patients get an engaged tone is that we simple do not have enough phone lines. We recognised this earlier on in the year and increased our lines but further works need to be done so see a substantial change (Moving across to a cloud based IP lines system which takes time). Again this is a nationally recognised issue hence being included in the Primary Care Rescue package laid out by NHS England recently https://tinyurl.com/5225zhj9

In short we apologise for the telephone wait times that our patients are experiencing and we have committed and are awaiting the infrastructure to resolve this.

FYI our peak call times are 08:00 – 10:00 and 12:00 – 14:00 daily. If your call is not urgent then we encourage contact outside of these times or via our online eConsult service.

If your call is about the COVID vaccination programme please refer to our website news page to keep up to date. The bottom line is we will contact you when you are due. Please be patient.

Many thanks for your understanding.

Take care

AMC