YOU SAID:

We had long waiting times to answer the phone.

WE DID:

We have installed a new telephone system and are working through altering how we answer calls, options will be announced to you, allowing you to select the correct person to respond to your query, we will also share messages about other services that are now available to you, as you might not yet be aware of the changing provision at the practice. 

We have switched on 'call back' so at times when we are busy you can select for us to ring you back when we reach your queue position, this stops you from having to wait in long queues. 

We have looked at our telephone data and are currently working on ways to alter our workload to respond more quickly to calls at our busiest times.