We as NHS settings with many vulnerable patients accessing our surgeries ask that patients continue to wear a face covering, maintain social distance and sanitise hands regularly when in the building.
After conducting a survey earlier in the year and listening to patient feedback we have introduced a new telephone system across all the Clover Practices. One of the issues that was raised by patients was waiting on the line for the call to be answered. One of the improvements is there is now a queue buster where patients can request to be called back when they reach the front of the queue. This means there is no longer the need to wait on the line, we will call you. Sometimes it takes longer for the receptionist to answer the calls as they are dealing with complex patient queries and this can take longer to resolve. If a query isn’t urgent it is better to call the practice after 10.30am when it is less busy. All calls are recorded for training and monitoring purposes and this helps the practice to monitor how busy the telephones lines are. We are then able to move staff to where they are most needed. If you have any feedback about the new telephone system please let reception know or complete a friends and family questionnaire.
Sacmha information leaflet
SCCCC inclusive community care leaflet
Call and Chat Poster