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WE NOW HAVE A NEW TELEPHONE SYSTEM AND A NEW TELPHONE NUMBER


0161-983-0190


We have updated our telephone system in response to your feedback to improve the quality of our service delivery. This means a change in telephone provider and also our surgery telephone number to 0161-983-0190.  This system is very new to us and we really do appreciate your support and patience with us as we get to grips with it!


Surgery Connect supports highly efficient call management across multiple or single practices with features that are built around the needs of general practice:



  • A call recording functionality is available for landlines and mobiles, inbound and outbound to support both patients and surgery.



  • Dealing with peaks of inbound calls when appointment lines open is challenge. Queue busting allows patients to be automatically called back, rather than have to wait in a queue.



  • Call routing can distribute calls across multiple sites and groups, and be linked to the needs of specific patients.

  • Call and video consultation recordings and history are linked to individual patient records.

  • Single click dialling of patients from clinical records saves time and avoids errors.

  • Administrators can listen in to reception calls, helping support staff in training.

  • Automated voice reminders can be set up, helping in times of high demand.



  • Calendar events can be added to control hours and days of operation, and automatically signpost callers to alternative numbers.

  • Surgery Connect is resilient: mobile phone back up means that calls can be routed to mobiles, in case phone lines lose connectivity.

  • Multiple languages can be supported, by recognising the speech input of the caller.

  • Inbound and outbound video calls are supported, and we are working on the use of AI to help process calls







Friends & Family Feedback

Friends and Family Test

The NHS Friends and Family Test (FTT) is an important opportunity for you to provide feedback on the care and treatment you receive and to help us to improve services. Your answer is voluntary, but if you do answer, your feedback will provide valuable information to celebrate good practice, and identify opportunities to make improvements.

We invite patients to participate in the NHS Friends and Family Test wuth a short text after attending for appointments but if you have not received an invite and would like to participate, please complete the simple questionnaire available in the practice and post it into the Friends and Family box in the reception area.

You can also complete the test using patient check screen.

The feedback we receive is reviewed on a monthly in practice and with our Patient Participation Group every quarter.

Latest achievement as at 30th September 2019 = 100% of patients are likely/extremely likely to recommend us!

Thank you so much to everyone completed this survey, we are very grateful for your support!

Here are some of the recent feedback reports:

June 2018

July 2018

August 2018

September 2018

October 2018

November 2018

December 2018

January 2019

February 2019

March 2019

APRIL 2019

May 2019

July 2019

August 2019

September 2019

 



 
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