New Phone System Posted or Updated on 16 Dec 2025

Our new system is designed to make contacting us easier and more efficient. We have introduced additional options to help direct your call to the right team quickly, ensuring you receive the support you need without delay.

Thank you for your patience as we implement these improvements. We hope you find the new system simple and convenient to use.

Please use our single contact number for all enquiries: 01489 575191.

Initial Prompt

When you call, you will first be asked if you are checking an appointment time or cancelling an appointment. If you wish to use this feature, please press 1. This service is available 24 hours a day, 7 days a week.

If you do nothing, and we are open you will be taken to the main menu.

Main Menu

• Press 1 – Appointments and Care Navigation
  (Open weekdays, 8:00 AM to 6:30 PM)
• Press 2 – Test Results
  (Open weekdays, 10:30 AM to 6:30 PM)
• Press 3 – Repeat Prescriptions
  (Open weekdays, 10:30 AM to 12:00 Noon)
• Press 4 – Ongoing referrals, private medicals, or insurance reports
  (This option goes to an answer machine. Please leave a message and we will call you back. Do not leave urgent queries here—hang up and use option 1 instead.)
• Press 5 – Change of patient details or queries relating to a death
  (This option goes to an answer machine. Please leave a message and we will call you back. Do not leave urgent queries here—hang up and use option 1 instead.)
• Press 6 – Health and Social Care Professionals with an urgent query only
  (Patients should not use this option. Requests from patients will not be actioned.)

 If you do not press any option, you will be directed to Appointments and Care Navigation.

When demand is at its highest, our callback system will automatically activate. This means you will not need to wait on hold. Instead, you can join a virtual queue and keep your place. If you choose to join the virtual queue, you will receive a text message with a link. Clicking this link will show your current position in the queue.