ABINGDON'S biggest doctors' surgery, the Malthouse, is overhauling its communications system to improve patient services after striking a deal with a telecoms firm.

The surgery, in The Charter, is one of the largest in the Abingdon area with more than 20,200 patients on its register. On a busy Monday morning the Malthouse receives a call every six seconds and the switchboard gets jammed.

Practice manager Peter Abery said: "Patients at GP practices across the country complain of finding it difficult to contact their local surgery at peak times. As we are such a large and busy practice, our previous system was unable to cope efficiently with the heavy volume of calls.

"Our new phone service is equipped to deal with call congestion and will ease the problems at peak call times."

Known as Surgery Line, the new system relieves pressure on the switchboard by introducing extra phone lines in what is termed "call automation".

The engaged tone should be almost completely eliminated.

Callers will also be routed directly to the person that they need to speak to.

Mr Abery added: "The new system will make it quicker and easier for patients to speak to us. We believe in the human voice answering patients, and not the system of telling callers to touch various numbers for different departments."

The new number will be charged at low-call rates and will coincide with the installation of a new switchboard, telephones and safety equipment for staff. Surgery Line is in use at over 700 surgeries across the country.

It will not cost the Malthouse anything to install. It has been paid for by Surgery Line, who finance it by receiving money from calls.

  • The new system will go live on Wednesday, November 8. The new main number will be 0844 477 3300. For repeat prescriptions, call 0844 477 3311 and for health visitors, 0844 477 3322 and district nurses 0844 477 3344.