.
0844 387 8357
And
0203 675 0752
With the 0844 number and this new telephone technology you will receive the following:
 Your calls will be allocated more efficiently and answered more quickly
 your calls should be shorter
 Callers never receive the engaged tone.
 Automated Reception – With the
Automated system, you will be greeted by an automated message and directed to the person or department you need the most, ensuring you speak to the right person quickly and staff members do not have to redirect calls, for example you can press 1 or 2 for a repeat prescription line or an appointment booking line. During busy periods the new telephone system also enables you to queue calls. With the queuing system, you will be informed where you are in the queue, for example:
‘you are 3 rd or 4 th in the Queue etc.
 Music on Hold – Royalty free music or personalised messaging. company information
With the 0203 number you will receive the following:
 It can be included as part of any inclusive calls minutes or discount schemes as it is a local rate number.
 When you call us you will hear a message offering numbered options. Once you’ve chosen a service option you will be put through to the right person to deal with your call.
 Calls from mobile phones to 0203 numbers are subject to the providers’ charges and tend to be included in calling plans or ‘bundled minutes’, although this depends on your provider. Therefore you may find it cheaper to ring the practice on this number.
 The local rate number does not have the benefits of queuing up calls, if it is busy you will receive an engaged tone and will have to ring back at later time.
Whilst we appreciate that change can be inconvenient, we are confident that you will see an improvement in the telephone service we are able to offer you.
Our current telephone system is over 8 years old.
Due to the high volume of calls we receive every day and due to the difficulties patients are encountering to get through to us it has to be replaced.
Is the 0203 a local rate number?
Yes, this number is charged at local rate and can be included in your package. (Please check with contract provider)
Will the 0844 number cost me more?
An 0844 number is not a premium rate number.
Not only is the cost of the call comparable to one made to a local number, but because the telephone system is more efficient, you should be on the phone for less time.
Many Doctors & Dentists surgeries with the
Surgery Line system have found that average call durations have decreased by up to half, meaning that it should take you less time to book an appointment.
The patients who will pay more because of their telecom provider’s rate package will only find themselves paying on a few pence extra for the call. We do not make a ‘profit’ out of the 0844 calls
- this is written into our contract.
Calls from mobile phones to 0844 numbers are subject to the providers’ charges. All 08 NGN (non geographic numbers) tend to be excluded from calling plans unless you specifically state these numbers as part of your ‘bundled minutes’, although this depends on your provider.
Some patients therefore will benefit from this change and some may not. Generally though, patients as a whole will not be worse off than they are now, and those that are paying more will find that over a year it is only a few pence.
I cannot emphasise enough that this change has been introduced only to improve the service we give and for no other reason.
Thank you.
4 th March 2013