As many of you will be aware, up until 2015 we had an 0844 telephone number. Many patients were unhappy with this premium rate call number and found it costly to contact the practice. We listened to our patients and when we were able to, we changed our contract and launched our new 0131 telephone number. On doing this we had to drop the amount of lines coming into the practice. The premium rate number had 8 lines in OR out. The 0131 number means we have 4 lines IN and 4 lines OUT. Having the eight lines separated in to two categories enables us to make emergency calls out at peak times but reduces the amount of calls coming in at once. Before you would hear the engaged tone if you were number nine calling in. Now if you are number five you will hear this. All admin staff help and answer calls throughout the day but particularly through the busy times of 8am and 11am. Please be patient and continue to redial. We aim to answer all calls within three rings.
Please note that if you are waiting longer than 20 minutes at any time then there must be an issue with our phone system. At the busy times of 8 am and 11 am there are usually at least 4 staff answering the appointment lines.
Our Telephone Options Are As Follows
1. for Emergencies – NOT for emergency appointments.
2. for Eye and dental problems.
3. for appointments
4. for results - only given out by telephone between 13:00-15:00.
5. for District Nurse and Health Visitor Information.
- 6. for Midwife information.
- 7. for General enquiries.
Or please hold and you will be put through to a patient care advisor.
Please note that all calls made from Springwell Medical Centre are from a whitheld number. If you are waiting on a telephone call back from the GP please bear this in mind.
Please also note that due to NHS Lothian IT and Security Policy we are no longer allowed to fax patient information from the practice.