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Get ready for March 2022!


As you will already be aware, the Welsh Government published a set of standards affecting the functionality of surgery telephony solutions with an initial deadline of March 2021. Due to the Covid-19 pandemic, these targets were seen to be “unrealistic” and so have been pushed back by a year!

The Access to in-hours GMS Services Standards require the following as a minimum in relation to appropriate telephony and call handling systems:

    • Call Queueing/Stacking:
      Provide a reduction in patient waiting times on the phones (90% of calls answered within 2 minutes of the end of the recorded message and less than 20% of calls abandoned), improve the patient experience and avoid the need for patients to call back multiple times.
    • Call Recording:
      Functionality to record both incoming and outgoing calls.
    • Auto-Attendant Recordings:
      Bilingual introductory messaging as well as signposting to other local, national and emergency services which then alleviates demand on the telephone system and reduces the need for appointments.
    • Call Analysis and Reporting:
      Capture, interrogate and report on both live and historic call data in order to inform service delivery and workforce planning.

Click here to read more about what we can do for GP Surgeries in Wales or call 02920 130 400.


What Roathwell Surgery (Cardiff) said:

We’ve been with Premier Choice for the last year and when the new guidelines for Access came out from the Welsh Assembly government, I contacted Premier. I spoke to Darren initially and within a week our account manager Kevin came down to see us. He put everything in place that we needed and by the beginning of December, we will be compliant with the guidelines.

– Alyson, Practice Manager, November 2019.


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