We have been informed that the issue is now resolved but apologise for the inconvenience this caused. Our phone provider informed us this related to an update to the network over the weekend which has now been sorted.
I’m certain our patients are getting as fed up with the practice needing to apologise for phone problems as we are at the practice.
Once again, we need to apologise.
We answer our phones, and the line is silent on the other end through no fault of the person calling. It appears they can hear us, but we can’t hear them.
This is unacceptable, and we apologise wholeheartedly for this issue.
We have reported this (recurring) problem to the providers and have demanded they solve this asap and share with us a plan on how this will be avoided in future.
The problem involves all handsets in Grimethorpe and Cudworth with 6 calls faulty, and 1 coming through okay. The issue is intermittent and completely unpredictable.
Please bear with us as we try to get this resolved.
We have once more reported the problem to our provider and asked them to get back to us with a solution to stopping this occurring again.
It is NOT acceptable that our phones let us and our patients down.
The phone providers have informed us that the problem is related to an update to the network that took place during the weekend and they have escalated the issue. We hope this is correct, but are not fully convinced as the problem started before the weekend.
If you can’t get through to us on the phone, please try the following:
- 01226 716809 – our Grimethorpe phone lines
- 01226 707110 – our Cudworth phone lines
- Urgent but not life-threatening – NHS 111 online, or call 111
- Life-threatening – ring 999
- Non-urgent – try our online consultations and bypass the phone lines altogether: https://florey.accurx.com/p/C85018
Update 10.52 am on Tuesday 21/11/23: we have escalated the issue to the ICB, they are also liaising with the phone provider as this problem appears to not be limited just to our practice.