The new and improved telephone system launched at Leighton Road Surgery and Cauldwell Medical Centre in Bedfordshire has been well received by patients. The new telephone system 'Surgery Connect' was installed after feedback from patients about the difficulties they had contacting the practice. The new system was selected and shaped with input from patients through each practice’s Patient Participation Group. (PPG).

Now when patients contact their surgery, they have a selection of options. They can press a number to select a repeat prescription, a fitness to work (sickness) note, blood test results, request to be called back or just stay on the line to speak to someone. The call-back option means that people can get on with their day instead of holding on the phone line. Calls are free of charge and there is unlimited capacity so no caller will get an engaged tone.

Dr Mohit Venkataram, ELFT Executive Director for Primary Care, is pleased with the success of the new system.

“The feedback received has been outstanding. I am so pleased our service user experience is improving with the change we have implemented following their feedback. Thank you to our patient participation groups for supporting us and to our patients for the time to feedback to us on their experience. We will continue to listen to our patients so that the experience of care is constantly improved.”

Some feedback highlights include: 

“The new telephone system is so much better. I really like the fact that they call back. The nurse who saw me was great and I was seen on time.” Leighton Road Surgery patient

“Lots of improvements in the telephone system. Online appointments are available before the phone lines and surgery doors are open, which helps a lot when booking appointments.” Cauldwell Medical Centre patient

“The phone was answered very quickly and I was given an appointment that same morning. The doctor was excellent.” Cauldwell Medical Centre patient