New Automated Appointment Booking System

The practice now offers an automated appointment booking system that gives patients the opportunity to book, cancel, or query appointments without having to speak to a member of the reception team.

We hope that our patients will take the opportunity to use this new system, as it is accessible 24 hours a day, 7 days a week, thus improving patient access to our appointments. However, it is important for patients to note that this system is offered with a choice, and the facility to speak to a receptionist without the need to use the automated service remains.

The system allows patients to access our routine appointments only, and therefore will still have to speak with a member of the reception team in order to book emergency appointments or specialist GP, nurse or pharmacist appointments.

This service has created an opportunity to improve efficiency across the practice as well as improve access to routine appointments, and we would hope that most, if not all of our patients will give the service a try for their own convenience.

In the meantime the following information may be useful to those patients who may want to try the service:

1. Access to the automated system is given via the patient’s touch-tone telephone keypad, and patients have the choice in whether or not they wish to use the service;
2. The system will require the patient’s date of birth and current telephone number in order to verify their identity, otherwise access to the appointment system will not be permitted;
3. The telephone number used in verifying the patient’s identity is that which is recorded on the patient’s medical record, and not the number that the patient may be ringing in on.
4. Should the system not be able to verify a patient from the date of birth and telephone number given, patients are given a further opportunity to leave a short recorded message containing up-to-date contact details. The practice reviews these messages every day and updates the patient’s records accordingly;
5. The practice can only update patient telephone numbers via this system. Should there be any discrepancies between names, dates of birth or addresses the patient will be asked to supply documentary evidence to support the information they have supplied.
6. Access to emergency and out of hours services are not affected by this new system, as all recorded messages run prior to the automated service options.

The practice is always keen to hear any comments patients have regarding access to services and the efficiency of the surgery, so if anyone has any comments they wish to provide us with please contact the Practice Manager, Mr Andrew Thomas, who will be happy to help you.