Edlesborough Surgery Communication

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We have been made aware that patients are being contacted by individuals using an “07” prefix telephone number. We can assure you this is NOT the surgery and any calls should be reported as a SCAM.

When the surgery contacts patients:

  • SMS (Text Message) will be from “DrsPractice” or “NHSNoReply”. Some messages will request your date-of-birth to open the attachment / other information.
  • eMail will be of the form “no-reply.accurxnn@nhs.net” (where nn is a number) and you will be asked for your date-of-birth to open the message.
  • Telephone: 01525-220333, 01525-221630, 01525-223211, or 01525-654142 you will be asked to confirm a piece of your personal information before the call proceeds (calling any of these numbers will route to the surgery main call flow).

Telephone Call-Back Workflow / Clarification

  • Initiated when the “Reception” or “Dispensary” call queue length exceeds 5 callers or greater than 5 minutes in the queue.
  • The patient opts-in for a call-back by pressing 1 (when announced).
  • The system will attempt 4 call-backs (minimum 60 seconds apart over a 30 minute duration) before sending a SMS saying we are unable to contact the patient.
  • NOTEs:
    • Each call-back is initiated (the patient is dialled) when a member of the ‘Reception/Dispensary Group’ picks up the call back call.
    • If the Reception/Dispensary Group member does not pick up the ‘call back’ call the patient is not physically called.
    • The fact that a patient does not receive a call back does not mean there’s a fault with the telephony system it means that the Reception/Dispensary team are busy with other activities (& hence, not able to answer the telephone).
    • Patients receiving a SMS message will receive priority over all other queuing (if they call back the same day).

eMail

Since July-2024 the surgery does not accept emails from patients. All requests need to be submitted using a triage form either via the NHS APP (https://www.nhs.uk/nhs-app/about-the-nhs-app/) or webform (https://accurx.nhs.uk/patient-initiated/k82079). emails sent to the surgery are auto-replied with a message that they will be ignored and the correct route for submission.