New Telephone System

As you will be aware, the COVID pandemic meant all GP practices across the UK had to shift to a 'total triage' approach to patient appointments and contact, using telephone and video consultations. This was mandated by NHS England and the government in order to try and protect NHS services during the global pandemic.

What this meant for Westcourt Medical Centre was an immediate and sustained increase on our existing telephone system. We discovered that the four-year old system wasn't able to cope with the huge increase in outbound calls and therefore had an impact on inbound calls, meaning patients were sometimes struggling to get through on the telephones in a reasonable amount of time.

Because of the impact on our patients, we have decided to exit early from our current contract and move to a new system which we hope will be live by November. This new telephony provider will give us the ability to be able to manage demand far quicker, easily scale-up functionality when faced with a potential 'second wave' and also provide functionality that will really help you, our patients, such as the ability to be able to hold your place in the queue and receive a call-back when it's your turn, saving you money!

Thank you, as always, for your patience and understanding as we wait to transition across to the new service.