Workforce Issues Impacting Telephone Access
Dear Patients,
We are aware that some patients may be currently experiencing longer waiting times on our phone lines than usual. We understand how frustrating this can be and would like to reassure you that we are actively working hard to reduce delays and improve our service as quickly as possible.
The Current Challenges
Our Reception team has been significantly affected by staff sickness and recent resignations. As a result, we are currently operating at reduced capacity. Reception roles within a GP Practice require extensive training in our systems and processes, as well as strict safety competencies, which means temporary staffing solutions are not always viable.
At the same time, we have seen a substantial increase in call volumes. Many of these calls could be managed more efficiently through self-service options, online tools, appropriate local services, or by planning ahead — for example, requesting prescriptions in a timely manner.
Our Vision
We are committed to:
- Answering calls within 3 minutes.
- Helping patients use the most appropriate pathways for medical queries and information.
- Supporting and retaining our staff, with a zero-tolerance approach to abusive behaviour.
- Encouraging online consultations for routine matters, allowing phone lines to remain available for same-day medical emergencies.
- Ensuring a positive and respectful experience for all patients contacting the Practice.
Our Actions
- We are currently recruiting two new Receptionists. We aim to have these roles filled by February, with additional support available following a six-week intensive training period.
How Patients Can Help
To help us manage demand and reduce waiting times, we kindly ask patients to:
- Use the “Who Do I See” tool on our website to guide your medical query effectively. This can save you time in the long run. https://www.adelaidemedicalcentre.co.uk/health-information/right-clinician-right-time-right-place-who-do-i-see/
- Use our online eConsult service for routine and non-urgent queries, including fit note and referral requests. eConsult Notice – Adelaide Medical Centre
- Order repeat prescriptions via the NHS App for convenience. NHS App and your NHS account – NHS
- View recent test results through the NHS App, allowing up to five working days for results to appear. NHS App and your NHS account – NHS
- Use our call-back facility during peak times. This holds your place in the queue and allows us to return your call when it reaches the front, rather than you waiting on hold.
- Be mindful when calling that other patients are also waiting. Our Patient Navigators will help keep conversations focused so we can assist everyone as efficiently as possible.
Our Request
We are deeply disappointed by an increase in abusive behaviour directed at our staff. Our team members are not responsible for the current pressures on the NHS, nor do they have control over national or local policies. They work in healthcare because they genuinely care about helping patients.
AMC operates a zero-tolerance policy towards verbal abuse. Please be aware that all calls are recorded. Any patient who behaves abusively will receive a written warning, and continued behaviour may result in removal from the practice list. Being angry or demanding will not speed up access to care.
Thank you for your patience, understanding, and cooperation as we navigate this challenging workforce situation.
Kind regards,
Adelaide Medical Centre