Improvements when you contact us by phone
We are also improving what happens when you call us regarding appointments.
When you contact us, you may notice:
- Updated recorded messages, including helpful information such as directions or general guidance
- More options to help you get what you need quickly, without always needing to speak to someone
- The ability to request a call back, rather than waiting on the line
- Options to cancel or request changes to appointments through the phone system
We are also improving how calls are handled behind the scenes so that:
- You are more likely to be connected to the right team first time
- There is less need to be transferred between departments
Our aim is to make calling us quicker, simpler and more convenient.
Helping us offer appointments more quickly
For some services, we may use automated phone calls to contact patients when appointments become available.
These calls are designed to:
- Offer appointments more quickly
- Make use of short-notice availability
- Help reduce waiting times
During the call:
- You may be asked simple questions (for example, about your availability)
- If you are available, your call will be connected to a member of staff
A member of our team will always:
- Confirm the details with you
- Book or change your appointment
Your appointment will never be booked or changed without a staff member being involved.
Why are we making these changes?
We know that patients can sometimes find it difficult to get through on the phone or may not always receive timely updates about their appointments.
These improvements will help us to:
- Share information with you more quickly
- Reduce the need for you to chase updates
- Make it easier to manage your appointments
- Provide a more reliable and consistent experience
How will this benefit you?
You should start to see:
- More timely updates about your appointments and care
- Helpful reminders to support you in attending
- Simple ways to respond to appointment messages
- Less time spent waiting on the phone
- Quicker access to the information or support you need
Will I still receive letters?
Yes. We understand that not everyone uses digital communication.
We will continue to send letters where needed. Where possible, we will also use digital communication to provide faster updates.
Will this affect my care?
No. Your care and treatment will not change.
These improvements are focused on how we communicate with you and manage appointments.
When will this happen?
These changes will be introduced gradually across different services over the coming months.
If your service is involved, you may begin to receive messages or experience changes when contacting us.
Keeping your contact details up to date
To make sure you receive the latest updates, it is important that we have your correct contact details.
If your mobile number or email address has changed, please let your clinic or hospital team know.