Thank you to all of you who have taken time to provide us with feedback and concerns about appointments and accessing the surgery either on-line or by telephone. We appreciate there have been quite a few issues recently and we are actively seeking your comments to assist us in improving our service to you.
This is a challenging time for Charnwood Surgery and Wellside Medical Centre as we head towards the new organisation and we are constantly ( behind the scenes) implementing changes to improve the patient journey regarding telephone access and appointment availability.
Regarding appointment availability, for a short period of time we did have to switch off the on-line facility but this is now re-instated and we have released and will continue to release more on-line appointments. We have pre-bookable on-line appointments which are released at 8am, two weeks in advance. Based on the feedback we have received we will be releasing on the day on-line appointments also which will be released at 8am, we will monitor the usage of these and review them regularly to decide whether more are needed or if the balance is correct.
A number of you have commented that your calls get cut off whilst you are waiting in the queue. We can investigate these issues with our telephone provider but we need your help here; if this is an
issue you have encountered please provide the following information
- Your name
- The date and time of the call you were making
- The number you were dialling and the number you were calling from
Once investigated, we can get back to you.
Our call queuing system is also a cause of concern and so we have reduced the number of calls in the queue. When ringing, if the call queue if full you will need to hang up and try again. Although this may be a little inconvenient, it does mean you are not sitting in a queue and being charged for it. We will be monitoring the call queue to see where improvements can be made. If you get the
message “ your call can not be taken “ this is because all incoming lines are engaged. We are trying to strike a balance for all our patients.
Finally we are in the process of recruiting more patient co-ordinators – the staff on the end of the telephone, which should improve the time it takes to get through on the phone.
Please bear with us during this transition period and hopefully things will be running smoothly again very soon.
Practice Merger Information
Please note that from Tuesday 3rd April 2018, we are delighted to inform our patients at Wellside Medical Centre and Charnwood Surgery that we will start working jointly together with a view that from April 2019 we will be fully merging to create one organisation and this will mean some changes. Please read the newsletter, see information in the branches and talk to our staff.
Changes at Wellside Medical Centre and Humbleton Drive Surgery
Dates For Your Diary
The surgery will CLOSE at 12.00pm for staff training on the following dates:
Wednesday 22nd August 2018
Wednesday 19th September 2018