We would like to provide you with an update regarding the difficulties we are experiencing with the phone system which was commissioned for the health centre by the Clinical Commissioning Group (CCG). Whilst we appreciate this is distressing for both patients and staff, we are working with the phone company and the CCG to resolve matters as quickly as possible.
We would like to assure you that our receptionists are working very hard answering on average 300 calls per day given the limitations of the current phone system.
In the meantime, we have made our online services more accessible than ever, so that both clinical and administrative enquiries can be raised through our website using ‘E-Consult’. This is a quick and secure way for you to access your GP or Nurse to receive a response by the end of the next working day. We would recommend using this online platform where possible, allowing our receptionists time to assist those without internet access.
With the increasing number of services provided within the health centre by other providers our reception team are fielding a lot of enquiries from other service users resulting in occasionally longer queues and waiting times. We are working with the health centre management to improve signage in the building to help reduce this.
We must comply with government rules surrounding the self-isolation guidelines for staff with suspected or confirmed COVID symptoms. This means that unexpected absenteeism is unfortunately higher than usual. Staff will continue to work from home where possible. We are incredibly proud of our administrative and reception teams’ willingness to help cover for absent colleagues and keep services running during this unprecedented time.
We will continue to provide further updates as they occur. Please bear with us during this very difficult time.
We thank you for your patience and understanding!