A big thank you to our amazing team!
We wanted to share a snapshot of just how hard our reception and administrative teams have been working to support our patients —and they’re doing an incredible job 
In the last reporting period:
We received 4,929 incoming calls, with 77% entering the queue
Of those, 94.4% were answered, with an average wait of just 2 minutes – a fantastic achievement!
Our team also handled large numbers of outbound calls (4,898 attempted), successfully connecting with patients 87.5% of the time
What this means for you:
Most patients are getting through and speaking to a team member quickly.
Our staff are spending quality time on each call (averaging around 2–3 minutes), making sure queries are properly handled.
We’re also proactively calling patients back and following up where needed
Busy times to be aware of:
The phones are busiest for incoming calls between 10–11am
Outgoing calls peak between 9–10am
If your request isn’t urgent, calling outside these times may get you through even faster.
While some patients understandably hang up if they’re unable to wait (on average after 49 seconds), we’re continuing to improve access and reduce wait times wherever possible.
Overall, answering 94.4% of queued calls in just over 2 minutes is an outstanding result — and we couldn’t be prouder of the whole team.
Thank you to every member of staff for your continued dedication, and thank you to our patients for your patience and support 