News

July 2010:

Nork Clinic has recently been awarded '2010 Healthcare 100 Award' ranked 15th in the top 100.

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May 2008:

Telephone System
At the end of May 2008 we installed a brand new digital telephone system. We had been made aware that our old system, which was installed when the surgery was opened twelve years ago, simply could not cope with the volume of calls we now receive from our 10,000 patient population. We apologise for the difficult few months you might have experienced whilst we investigated the problems with our line suppliers but would like to reassure you that we believe we have now overcome our problems by installing the new system.

We have 6 dedicated incoming lines for callers and we now record and monitor all calls for training and quality purposes. We have 4 options for callers and an announcement to advise you of where you are in the queue at busy times. The details of the new options are:

Option 1 Appointment Bookings
Option 2 Cancel Appointments
Option 3 Test Results
Option 4 Repeat Prescription - Ready for Collection
Option 5 Medical/Insurance reports/Referral Letters
Option 6 General Enquires

We now have call analysis software to try and improve our service. It might surprise you to learn that on an average on Mondays we receive over 400 calls. Tuesdays through Fridays there are fewer; between 300 and 350 each day. Our software tells us how quickly we answer and how often you hang up! At peak times we try and have all in-coming lines manned by 5-6 receptionists to deal with your calls, but appreciate that at times, you still have to wait some time to be answered. Over the past year we have analysed the statistics in more detail and we can confirm that the telephone answering service has improved greatly. Many thanks for bearing with us as we continue to fine tune the system to offer a quality service you expect and one we would like to offer.

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