New Phone System Launching 1 April 2026

From Wednesday 1 April at 10am, we will be moving to a new phone system as part of our ongoing work to improve access and communication for patients.

This change comes directly from your feedback.

You said:

• Waiting on hold can be frustrating
• The system feels limited at busy times
• There’s no visibility of where you are in the queue

We’ve listened and we’ve made a change.

What this means for you

From a patient point of view, nothing major will change in how you contact us and you can still call the practice as normal.

However, when you call, you may notice:

• New menu options – please listen carefully when calling as these have changed
• A new improved call-back option, so you don’t need to wait on hold

Improved Call-back option

If the lines are busy, you can choose to hang up and keep your place in the queue.

• You’ll receive updates on your position
• You can track your place in real time via a link sent to your phone
• We will call you back when it’s your turn

We strongly encourage patients to use this option rather than waiting on hold.

Other improvements include:

• Faster call handling during busy periods
• Better support for our team to manage demand safely
• The ability for staff to send helpful links (e.g. Rapid Health) directly by text
• Improved system integration to support a safer and more efficient service

Why we’re doing this

This upgrade is part of our wider “You Said, We Did” programme, responding directly to patient feedback and continuing to improve how you access care.

We expect minimal disruption during the changeover and will keep things as smooth as possible.

We know contacting your GP matters, especially when you need us most. These changes are about making that experience easier, clearer, and less frustrating.

Thank you for your continued support.