Phone Waiting Time
We are fully aware that the current waiting time when calling Crewkerne Health Centre can sometimes exceed well over 1 hour.
To provide some context, we have experienced a significant increase in call volume over the last few months, averaging between 700 to 950 calls per day, with occasional peaks of well over 1,000 calls. Our reception team is working diligently to answer as many calls as possible. However, due to ongoing staff shortages, call waiting times have increased, and we sometimes cannot contact all patients who have requested a callback. We are actively addressing this issue and are currently recruiting more patient services advisor.
We strongly recommend using Anima whenever possible to help reduce phone wait times for patients who cannot use Anima. You can easily register for Anima using your NHS App login, which speeds up the process. Anima is open from 7am to 2pm, and we aim to extend the operating hours further this month to accommodate more patients.
The Use of Anima
Some patients have expressed concerns about their requests being put on Anima even if they choose not to register. Please note that Anima is used solely for triage purposes. It allows our clinical team to centralise all patient requests, review, and triage them effectively. This tool enables us to better manage our capacity and provide the most appropriate appointments based on patient needs.
One common feedback from patients is that the process of submitting a request on Anima can be lengthy and cumbersome. We have communicated your feedback to the Central Team and Anima, and we are pleased to announce that a new version of the system will be released in the coming weeks, significantly improving the user experience. We will also be releasing videos and guides on how to use the system more efficiently.
Zero Tolerance
Unfortunately, we have also seen a significant rise in verbal abuse and threats directed at our staff over the phone and at the front desk. While we understand the frustration of waiting for long periods, such behaviour is unacceptable. Our staff are working tirelessly to provide the best service possible under the circumstances. We maintain a Zero Tolerance policy regarding abuse and will take appropriate actions, which can include removing and/or deregistering a patient from the practice or involving the police.
Front Desk
Due to privacy concerns, we cannot handle new appointment requests at the front desk. This policy has been in place well before the launch of Anima. To do so, our receptionist would need to ask several personal questions about your condition, which is not suitable in a public setting. Additionally, this could create long queues for patients waiting to check in.
As all medical requests must be submitted through Anima to be reviewed and triaged by our Duty Doctor, accepting appointments at the front desk is not feasible.
Several patients have also recently walked in expecting to see a GP immediately. While we understand that the stress of dealing with a new or recurring condition can be challenging, our clinicians are fully booked throughout the day. No GPs are available for immediate consultations without prior appointments. If you believe your condition requires urgent attention, please contact us via Anima or our Telephone Hub. This will expedite the process for you to receive the appropriate care.
Thank you for your understanding and cooperation.
The Crewkerne Health Centre