We are sorry if our telephone system caused you problems on Thursday 15 January 2026

Our apologies for the telephone issues experienced by our patients on Thursday 15 January 2026.

Our telephone system was affected by technical issues at around 11.30hrs on Thursday 15 January, leading to no calls reaching the patient coordinators at the practice. The system continued to record any requests for callback, and after the technical problem had been resolved, at around 14.00hrs on Thursday, calls in and out of the practice, including callbacks, resumed. However what was unknown at that time was the system had a number of abandoned calls from the original failure which had stuck in the call queue. This led to calls in the queue overflowing, extending response times and callback times. For our patients, this meant that they waited far longer than we would wish before receiving a response. We are extremely sorry for this failure to meet our usual high standards.

Our telephone system provider is currently investigating the cause of the failure and will then consider what steps can be taken to prevent this problem recurring. 

Thank you everybody for your patience with us on 15 January. We know we did not offer you our usual level of care, and we will work very hard to make sure this does not happen again.