Category

Practice Updates

New Phone System Info

The Newbattle Medical Group Phone System

At the start of October the practice introduced a new phone system which makes patients aware as to where they are in the queue. This will to allow you to decide whether you wish to hold on or call back later when the lines may be quieter.

There are no other changes from the phone system we previously operated. This was made as the previous telephone system allowed only 4 calls to queue at any time and cut off any others waiting, meaning that patients constantly had to redial in order to book an appointment.  The waiting period to be answered was no different if anything it may have been longer as we are now able to see the number of patients waiting in the queue and increase the number of receptionists answering the calls to enable patient’s calls to be answered quicker.

Currently the practice answers an average 4 calls every minute at peak times, therefore if you were number 36 in the queue it would take approximately 9 minutes for your call to be answered.

The size of the queue is driven by patient demand on a daily basis.

Since the 3rd of October we have had the ability to see how many calls are coming through the practice.  During the period from 3rd October up to the 31st October (a three week period) a total of 11486 calls were answered by our reception.

In November a total number of 11430 calls were answered between the 1st and 30th of the month.

Newbattle Surgery Online Prescriptions

Newbattle Surgery Online Prescriptions

With effect from the 31st July 2018 the existing online prescription request system will no longer be available and a new online prescription service which links directly to your records will be available. This will therefore remove any requirement for you to input details of any repeat medications you require as all current repeat prescriptions will be shown and you can tick the appropriate box (es).

If you wish to provide additional information regarding your repeats or request an acute prescription there is a facility to do that.

In order to use the online prescription request service you will require to complete an application for online services which can be obtained from reception. Current identification will be required to register for this service.

  • You may request your regular repeat medication
  • Please allow 2 full working days for us to process your request or 4 days if you collect from a chemist
  • The prescription will be ready for collection at the surgery unless you have an agreement with a chemist
  • If the item you require is listed under ‘Unavailable Repeat Prescriptions’ please tick the box to ‘request an expired prescription or another medication’ and write what you require
  • If you request something you do not usually order it will need to be reviewed by the GP which may take up to 5 days and may not be processed
  • Please check the status of your request (by using the + symbol on the screen), even if it shows as ‘processed’ for any messages from the GP
  • The free text box is ONLY for prescription requests. For all other queries please call during normal working hours on 0131 663 1051