Setting the patient waiting time before contacting the practice

 

You can set the number of working hours after which the patient should call the practice if they haven't received a response from you. This will be displayed to patients after they have submitted a request to advise how long they should wait to telephone you if they haven't been contacted by you yet.

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This number of hours not be the amount of time it will take to completely resolve their request - it should instead be the amount of time you will take to initially respond to their request. For example, this could be a holding message from a receptionist (and could be a template message you have created for your practice):

  • 'Thank you for contacting us, a GP will respond this afternoon'
  • 'Thank you for your message, as this a routine request a GP will contact you next Wednesday morning. Please expect a message  or telephone call from a withheld number'. (For further information on how to spread demand across different days, read this article.)

For more information on how quickly to initially reply to patients read this article.