NEW TELEPHONE SYSTEM

Please be awre that we have now installed a new telephone system into both our Abersychan & Garndiffaith sites.

We ask that when you call, you listen to all of the options given to you, as you can now (depending on availability) go straight to the member of staff you wish to speak to, instead of behing held up in the Reception queue.

During our busiest period 8am – 8:30am, we now have up to 8 people taking calls and booking appointments. This is due to the fact that we are one of the few surgeries in Wales offering “Same Day” appointments. Please be aware that most surgeries ONLY see Urgent / Emergency cases within the 24hr period, then book Non Emergency appointments anything up to 6 weeks in advance. As it currently stands, we allow people to phone up and book an appointment (sometimes with their favourite GP if available) on the same day. We hope to continue this as this is what, according to patient surveys the majority of our patients want. However, we have nearly 11,000 patients who are all entitled to the same service and this is why our appointments can go very quickly. It is the demand from the patients that mean our appointments go quickly and not the way the appointment system is set up, and certainly not the fault of our Reception Staff.

Our new telephone system has shown that there are times whereby over 30 people are trying to get through at the same time from 8am onwards. The downside from this is that we can now give all available same day appointments away in less than 10 minutes. This is why we ask that unless you are trying to get an appointment, you try to give us a call at a different time of day for Test results / prescription queries etc.

Please appreciate that our staff are trying their hardest to get through the calls as quickly as possible but due to the overwhelming numbers of patients / businesses / Hospitals etc calling at the same time, you may have to sit and wait in a queue to be answered. The Reception staff cannot control how many people are calling at any given time, so please be patient and they will get to you as soon as physically possible.

Abuse towards our staff will not be tolerated under any circumstances and you may be removed from our Practice list. Please speak to our staff in the same manner as you wish to be spoken to.