We are very sorry for the delays you have experienced when trying to contact us by telephone.
Over the last few months, primary care has seen a significant increase in demand as restrictions have lifted. Demand has increased by between 50% and 60%, meaning that many more patients are contacting us than would normally be the case. This increase in demand is being experienced both locally and nationally with many patients experiencing longer waits when contacting their local surgeries. We are very sorry for the impact this is having and for the understandable frustration you are feeling. We understand that being able to contact us when you need to speak to us is very important. Please be assured that we are working hard to resolve this for you and to process our incoming calls as quickly as possible.
Alongside the increase in demand, we have also been experiencing a number of technical issues with our current telephone system. The problems were caused in part by the age of the system and by the volume of calls it is currently being asked to manage. Unfortunately, despite extensive work our current provider has not been able to resolve these issues and we will shortly be changing to a new telephone system and a new telecoms provider. This work should take in place in mid-September. Our telephone numbers will not change, but our new system will offer new functionality to help us better manage incoming calls. Our telephone lines will still be busy and we will continue working hard to resolve your incoming requests as quickly as possible.
Thank you for your continued support and understanding.
Grove Medical Practice