Orchard Family Practice

The Red Suite, Rainham Healthy Living Centre, 103-107 High Street, Rainham, Kent ME8 8AA

Telephone: 01634 568200

orchardfamilypractice@nhs.net

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PATIENT FEEDBACK ON TELEPHONE LINES

Posted on April 29th, 2024

PATIENT FEEDBACK ON TELEPHONE LINES

 

PATIENT CONSULTATION

From the 1st June 2024 we are proposing to close our telephone lines each day between 12.00 pm and 1.30 pm

We undertook an audit of the phones calls taken in the month of February.  We had just under 3500 phone calls – of which 276 were during the hours of

12.00 pm -1.30 pm which equates to 8% of the total calls

 

As you may be aware, the NHS takes the health and wellbeing of their staff very seriously

 

Our rationale is that we are acting to protect the wellbeing of our staff

 

  • To be better able to support patients
  • To ensure that the staff can undertake their administrative duties alongside patient facing duties
  • To promote safer working
  • To help with morning staff handing over any important tasks/messages to the member of staff coming in for the afternoon session.

We will ensure that urgent, immediately necessary queries can be dealt with whilst the phone lines are closed

  • If your query cannot wait until the phone lines re-open, there will be an option on the phone for you to choose which would divert the call to our emergency bypass number
  • The Surgery doors will remain open at all times between 8.00 am – 6.30 pm so if patients have an urgent query, they will still be able to come into the surgery in person whilst the phone lines are closed

Other options for non urgent queries to consider are:

  • You can email us with your query : orchardfamilypractice@nhs.net
  • On our website there is a “Contact us” form where you can complete that at any time and we will be able to pick that up in the Surgery

Your feedback is important to us – Please pick up a form from Reception to let us have your thoughts

We hope that you will understand our reasoning for closing the phone lines for this timeframe daily

 

Feedback Form

Opening Times

  • Monday
    08:00am to 06:30pm
  • Tuesday
    08:00am to 06:30pm
  • Wednesday
    08:00am to 06:30pm
  • Thursday
    08:00am to 06:30pm
  • Friday
    08:00am to 06:30pm
  • Saturday
    CLOSED
  • Sunday
    CLOSED
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