Introduction
Like most GP surgeries across the country, we are experiencing very high demand. We simply do not have enough staff to answer every phone call, while simultaneously supporting patients in person and completing important clinical and administrative work behind the scenes.
Between 08:00 and 10:00 we often have over 100 people trying to call us. Even with a dedicated team, it isn’t possible to quickly answer that many calls. We know this can be frustrating, and we’re truly sorry if you’ve experienced long waits or difficulty getting through; it’s not the level of service we want for you.
The launch of SystmConnect triage at the start of February is proving to be successful at easing some of the access issues for our patients, but we are still seeing a high volume of calls coming in. Ultimately we want your experience at Courtyard to be as easy as it can be, even with the funding issues we continue to face in general practice, so we’re going to be trying another new system to try and combat the accessibility problems.
So What's Coming to Courtyard Surgery?
In March we will be launching a new intelligent phone system that will answer all incoming calls to the practice. When you call in, the intelligent phone system will answer the phone and will guide you through a few simple steps, helping you to submit your request by filling out either our medical or admin triage forms for SystmConnect. This is exactly what our reception team do now when they answer the phone, following the launch of our total triage system in February.
The intelligent phone system will ensure every patient who phones the practice has the same access to our services as someone filling in the online triage form. You won’t need to wait on hold to speak to a receptionist, the intelligent phone system will help you get your request in quickly and efficiently, usually answering calls within 3 rings and is able to take multiple calls at the same time.
The intelligent phone system also speaks over 30 languages, with more on the way. If you start talking in a language other than English, the system will switch over to the language you are speaking, if it is an in-built language.
Why Should I Give It A Chance?
The intelligent phone system will:
- Reduce long waits on the phone – your request can be submitted quickly without holding in a telephone queue.
- Protect your privacy – your message goes directly to the triage GP or relevant team, so you don’t need to discuss personal details over the phone.
- Make access fairer – whether you call us or go online, all requests enter the same system and are reviewed in order of clinical need.
- Help us respond more efficiently – the more patients use the system, the more time our team has to support those who need urgent care.
You can use the intelligent phone system with:
- new or ongoing medical problems
- prescription queries
- sick note requests
- test results
- administrative requests
What If I Need To Speak With a Person?
If you would prefer to speak to a member of our reception team, you can ask to transfer your call, they are still there and ready to speak with you. Please do bear in mind there may be a wait if staff are helping patients at the reception desk or already on the phone.
Will Reception Staff Lose Their Jobs?
Importantly, this change is not about replacing our reception team. It is about helping our practice team manage demand more effectively, so they can focus on patients who need urgent or complex support.
Is it Safe?
We understand why people may have concerns about the use of AVT/AI technology in healthcare settings.
The intelligent phone system has met the standards required by NHS England under their 'Data Security and Protection Toolkit', an online tool that all organisations must comply with if they have access to NHS patient data and systems.
The system has also been vetted by our Data Protection Officer and is deemed safe for use within an NHS environment.