28/07/2025
📢 Improving Call Wait Times - One Year On!
Last year, we recognised a major patient concern - long call wait times. On average, our practice received 140 calls per day, with patients waiting around 10 minutes.
We took action to improve efficiency and response times, setting a new KPI to ensure 90% of calls are answered within two minutes.
Here’s how we improved:
✅ More staff answering calls – Minimum of two receptionists handling calls each morning
✅ Prioritising phone support – Staff focus on calls before admin tasks
✅ New monitoring system – Wallboard installed to track call queues
✅ Shorter introduction message – Reduced to 30 seconds for quicker response times
✅ Team collaboration – Staff actively request backup during busy periods
Over the past few months, call wait times have significantly improved, and patient feedback has been positive!
We appreciate your support as we continue refining our systems💙
