Patient Partner Voice Connect

What is Patient Partner?

Patient Partner is an automated telephone system that aims to give patients an easy way to contact us. 

For the past year, the surgery has been using Patient Partner, enabling patients to book, check, and cancel appointments by telephone easily. 

Given the benefits, we have decided that we will be incrementally working towards this system also being the primary method to book appointments including same-day appointments between 8.00 am & 10.00 am, and reducing the queue capacity of our current telephone system.

Benefits to Patients

  • Can access within practice hours and out of hours.
  • Reduce waiting time in the call queue.
  • No need to speak to a receptionist.

Benefit to Surgery

  • Reduce the number of complaints due to long call queues.
  • The solution to manage reception team shortages.
  • Allow us to make better use of limited staff resources.

How it Works

Patient simply dial 01446 500578 and follow the telephone prompts and select an option. During 8.00 am and 10.00 am, the system provides only an option for same-day GP appointments. (subject to availability). You will also be informed of other services that can help depending on the option selected. 

If there are no appointments available the system will inform you. 

Why have we decided this?

We have listened to feedback from our patients about call waiting times. The solution allows patients to book regular appointments with Nurses, Health Care Assistants, Womens Health and pre-bookable GP appointments. 

Between 08.00 am and 10.00 am, you can book an on-the-day appointment without waiting to speak to a receptionist.  However, these appointments are subject to availability each day depending on demand and available GP capacity. 

How does it work?

Patients should call the surgery on 01446 500578 to use the automated service. You will be asked to enter your patient identifiable data e.g. Date of Birth and phone number. When you have been verified, you will then be given options to book an appointment.

How do I register?

There is no need to register as long as you are a patient at the surgery.  You will need to ensure that we have your latest telephone contact number contained on your medical record to use the service. You can update your details using the online form.

What if I want to cancel an appointment, I have made via Patient Partner?

Patient partner also allows you to cancel or change your appointment without waiting in the reception call queue. You just need to call 01446 500578 and wait for the cancel or change an appointment option.