Telephone System – Important Points

As you may be aware, Thorpewood has transferred to a new telephone system, which we hope offers a better patient experience when contacting the practice. Please see below a few important points regarding the new system:

• If there are more than 5 callers in the queue when you call, you will be offered the option of a callback. This will mean that you would not need to wait on the phone, but your position is saved. Once you reach number 1 in the queue, you will receive your callback.
• Be aware, depending on callers ahead of you and your position in the queue, your callback could take anywhere from 1 minute to 1 hour to come through.
• If you receive your callback, but the phone goes through to your voicemail, this still counts as your callback. We will leave a message, but you will need to call us again, rejoining the queue at the back, to speak with a receptionist.
• If you receive a callback, but the phone rings through with no voicemail, your call will be returned to the queue. We will try to call you twice more, and if you do not answer on the third attempt, you will lose your place in the queue and you will have to call us again to restart the process.
• All calls you receive from the surgery will now show our number, 01603 701833.
• If you have requested a callback, please be patient when waiting for the callback. If you call again when already on the list for a callback, and request a callback, you will not get a call any quicker, but instead will be set to have two callbacks, which only blocks the line for other patients.