Telephone Lines

January 2023

The Practices across Cheshire, including our Practice, are looking at updating the telephone systems.  This is an ongoing project led by the PCNs in conjunction with the ICB/ICS.

We’re aware the demand is high on the telephones and we are trying to support access as much as we can below:

What we do to help the telephone lines:

• We have asked all staff to be on the phone lines at peak periods – this is usually first thing in the morning (8.30am), and staff know they can ‘jump on’ to the phones if the lines seem busy, so we can add more team members at any time should the reception staff need it.
• We have put some of our appointments online; they go quickly due to demand but please keep checking back and be aware of what you are booking (please do not book a blood test as a GP appointment).  
• Increasing access to your medical record online via myGP, Patient Access or the NHS App. Its means you do not need to call us to ask for results as you can see them online, and can look at your most recent information.

What you can do to help the telephone lines:

• If you have a non-urgent query we ask that you call us at non-peak times, so after 11.00am.  
• If you are booking a healthcheck or get results we ask that you avoid calling us first thing in the morning, as that is when the lines are the busiest with people trying to get GP appointments.
• Register for the online system to book appointments online.
• Please do not call us to request prescriptions as they cannot be taken over the phone and we are seeing an increase in patients asking to do this. You can order online or via e-mail, or we can send you a link to your phone.  You can obviously drop your request off in person at the Practice as well.

If you have any further suggestions please let us know by placing them in the suggestions box or contacting Laura Clare: cmicb-cheshire.oakwoodmanagers@nhs.net 

Thank you for bearing with us.