We have received some questions around how the telephone queuing system works and whether it disadvantages patients when trying to book appointments.
Surgeries use various telephone options. Some practices have an indefinite wait with no option to join a queue. Other systems when busy advise patients to call back later, with no option to hold to speak to a member of staff or to join a queue.
We have tried to choose a system that offers the best choices for our patients. Our system allows an option to join a queue once there are 5 or more patients waiting. Calls are queued and answered in order and so you will not miss your turn in the telephone queue. You will be called back (there is no charge for this call) when you are getting towards the front on the queue.
Patients have asked why there is sometimes a significant time delay between joining the queue and being called back. This is because there could be a large number of patients in the queue and whilst some calls are short others can take some time to deal with dependent upon the nature of the enquiry.
It is important to note that if while in the queue you phone the surgery again you will be offered an option to retain your place in the queue. If this option is not accepted the place in the queue will be lost, in these circumstances you will not be called back.
We would like to assure patients that once in the queue you will be called back in order.