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Your phone system is RUBBISH! Posted on 4 Nov 2021

The most common complaint we receive at Leander is how long patients have to wait in the phone system to book an appointment, and when you finally do manage to get through all the appointments are gone.

We completely understand the frustrations, and agree that our telephone system simply cannot cope with the amount of calls we receive daily. We have employed more staff to help support our patients, and we are also waiting for an upgraded phone system to be made available to us by South West London CCG. We currently have 8 lines in & out of the surgery but hope that by having a cloud-based telephone system provided this will improve. Presently, with reception answering calls from patients, hospitals and other organisations, and Doctors, Nurses and other staff making calls to patients, our telephone system is in use from 08.00 in the morning until we close at 6.30 at night.

We have been told that the new system will be provided to us soon, but we haven't been given an exact date.

In the meantime, the easiest way to book an appointment, order your repeat medication or even check something on your record, is via the NHS App. If you download the app today, and sign up using the required ID, you will have access to available appointments day & night, every day of the week, even when the surgery is closed.

Please watch this very short video on how to use the app:

Why I use the NHS App | NHS Digital - YouTube

You can find more information about the app, including the download links, at

Download the app today and avoid long telephone queues or standing waiting at the reception desk.


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