Share review of Billingshurst Surgery

Hello, Thank you for your feedback. Over the last couple of months we have made a few improvements in this area. Firstly, as you have rightly suggested we have increased the number of staff on the phones. By increasing the number of staff on the phones (from 3 to 5) for the first hour or so in the morning to clear the initial rush as fast as possible. This in turn reduces wait times throughout the day. This bought our average queue time in July down to around 7 minutes. Although, in August due to sickness and a higher level of annual leave and staff shortages, this has been harder to achieve. Our apologies for this. Secondly, in July we have changed the types of calls we accept at times of the day. For the first hour of the day we only accept calls about getting appointments. These calls are generally faster to deal with, and come in large numbers at the start of the day. By focusing directly on this area for the first hour it also allows us to reduce the queuing time. We will continue to monitor this situation as our Administration staffing levels return to normal to ensure the changes made have had an effect. We are hopeful that the changes above will improve our wait times going forwards. Please feel free to contact us directly if you have any further issues. Many Thanks, Billingshurst Surgery https://www.billingshurstsurgery.co.uk/contact.php#contact-form