New Telephony

Posted by: ethan - Posted on:

Our new telephony system goes live on 1st March 2023!

An engineer will be on site to support us and the transfer of lines is scheduled for 10.00 am, but we have been advised it may take 4 hours to complete, and it is not possible to confirm an exact time that we will switch to the new system!

Our staff have been trained and we will have extra staff on duty to man the phones and make the transition as smooth as possible, but please be patient as we start navigating the new system ‘live’! Thank you in advance for any teething problems that may occur on the day.

The new system is called Surgery Connect, a cloud-based system designed to make patients’ lives easier and get them the medical attention and advice they need as effectively as possible.

Surgery Connect has been chosen as the supporting telephony solution by more than 2,400 general practices in England and Wales, serving 11.2 million patients.

We selected Surgery Connect as the system offers benefits for our reception team, GPs, and most importantly patients. 

A focus group of patients reviewed the system in September 2022, and felt this system addressed the issues with our previous system and offered the following benefits:

No More Engaged Tone! The cloud-based telephony system  is designed to make patients’ lives easier and allows an unlimited queue

Patient Callback holds a patients’ place in the queue if they don’t want to hold on in a queue. This means that patients receive a callback instead of waiting on the line, saving time and money.

Configured to direct your call giving access dedicated resources, such as a cancellation line without having to queue with other patients who may want an appointment.

Automated SMS reminders make life more convenient and reduce missed appointments.

Flexible to allow home working if staff need to isolate