More people to answer the phone as waiting time can be extremely long. 

We understand how frustrating long wait times can be and we are in the process of introducing a brand‑new telephone and access system that will significantly improve the way patients contact the surgery. This includes our new phone system, Emma, which will make calling the practice easier and more efficient. 

Alongside Emma, we will also be implementing Total Triage, which will help ensure all patient requests are directed to the right person, at the right time, in the right way. Learn more about Total Triage here

To stay up to date with when these improvements will go live, please follow us on Facebook, where we will be sharing updates and timelines.

 

My child can't sit in a noisy waiting room - it's is too distressing

We have set up a Calm Corner.

Available for patients with learning disabilities or autism, who may wish to sit away from the busy area of the waiting room. We hope that this new area will help those who need a calm space to wait to see a GP or Nurse feel more at ease.

Ear defenders are also available at request.

 

I don’t understand the NHS App, I need help!

In 2024, we hosted three NHS App Help Sessions to support patients in getting started with the app. During these sessions, our admin team was available to provide guidance and assistance to anyone needing help with setup.

From our experience, patients benefit more from one-on-one support. As a result, we’ve moved away from group sessions and now offer individual appointments with a member of our admin team.

If you’d like help setting up your NHS App, please contact reception to book a one-on-one appointment. We’re here to make the process as smooth and simple as possible.

 

I can’t get through on the phones to book an appointment.

We’ve made several improvements to help patients manage their appointments more easily:

  • SystmOnline Accounts: Patients can now book appointments online through SystmOnline. If you’d like to register, please contact reception.
  • NHS App: We actively promote the NHS App, which allows you to book, manage, and cancel appointments from your mobile device.
  • Text to Cancel: Patients can now cancel unwanted appointments by simply texting the Practice—quick and convenient.
  • Phone System Upgrade: Our new phone system includes a callback feature. If you’re in the queue, you can choose to receive a call back when you reach the front, saving you from waiting on hold.

We’re committed to making access to care as smooth and efficient as possible.

 

I’m struggling to read your newsletter because the font is too small.

We’ve redesigned our quarterly patient newsletter to make it more accessible, inclusive, and user-friendly for everyone.

  • Digital & Print Options: Receive the newsletter via text with a link to the digital version, or pick up a printed copy in the waiting room if you prefer paper.
  • Improved Readability: All text is now a minimum font size of 12 for easier reading.
  • Zoom-Friendly: The digital version allows you to zoom in on any text or images for better visibility.
  • Dyslexia-Friendly Fonts: We use fonts designed to support easier reading for patients with dyslexia.
  • High Contrast Design: We use high-contrast colours for text and backgrounds to help those with visual impairments.

 

I need to book a smear appointment, but I don’t have time to wait in a queue on the phones.

We now offer dedicated clinics specifically for smear tests. When you're due your smear test, you'll receive a text message with a direct booking link. Simply click the link to view available slots and choose a time that suits you—no need to call the practice or wait in a phone queue.

This new system is designed to give you more control, reduce waiting times, and make booking as convenient as possible. This is also available for asthma reviews.