New telephone system at Purfleet Care Centre helps improve patient experience

Following feedback from patients Purfleet Care Centre has installed a new telephone system that will help improve the patient experience at the practice.

Patients had been hindered by the previous phone system from making appointments, retrieving test results or arranging prescriptions as the old system was frequently engaged due to the high volume of calls.

This was, understandably, frustrating during peak times such as first thing in the morning or after a weekend when there was an elevated demand for appointments.

Virgin Care, which runs the practice on behalf of the local NHS, funded the purchase of a new telephone answering system from its ‘feel the difference fund’ – money the organisation invests each year in improving services through small changes suggested by frontline teams to improve patient experience.

The new system, which was upgraded in March, now allows queuing to get through and updates for service users on their place on the list.

Kate Adams, Service Manager at Purfleet Care Centre, said: “Our new telephone system allows us to accept more incoming calls and our patients will greatly appreciate the fact that they’re no longer having to constantly redial to try and get through to make an appointment, arrange a prescription or receive test results.

“It also allows us to deal efficiently and fairly with peak call times whilst keeping patients informed about their place in the queue and their wait time. Both our colleagues and patients have been very pleased with the positive effect it has had on our service.”

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