Guide to our Phone System

In response to both patient and staff feedback, Hall Green Health obtained a new phone system in May 2022 called Surgery Connect.

When searching for the right phone system, we ensured it met the following criteria:

  • Easy for patients to navigate – a lot of thought went into making the menus user-friendly.
  • Reduce the patients having to wait on-hold – our Patient Call Back system is designed to prevent you from physically waiting on the phone and having to endure on-hold music.
  • Flexible working for staff – the ability to work on or off site and make calls safely.
  • Reduce dropped calls / engaged tone – we have increased the number of lines available into the practice.
  • Understanding our demand – we needed to keep the ability to acquire data from the phone system in order for us to make improvements based on demand.

Below is a guide on how to use our new phone system. It explains which options to pick, what they do and when they are available. We have also included links to our website where you can utilise some of our services online.

Reception – Appointments (Option 1)

What is this group for?

This group will help you with appointment- related enquiries as well as sick (fit) note enquiries.

Opening Times:

  • Monday: 08:30 to 13:30 and 14:00 to 18:30
  • Tuesday: 08:30 to 13:30 and 14:00 to 18:30
  • Wednesday: 08:30 to 13:00 and 14:00 to 18:30
  • Thursday: 08:30 to 13:30 and 14:00 to 18:30
  • Friday: 08:30 to 13:30 and 14:00 to 18:30
  • Saturday: Closed
  • Sunday: Closed

Website Alternatives:

  • Need to book or cancel an appointment? Visit Appointments to request or cancel your appointment without needing to wait on the phone.
  • Did you know there is a lot of self-help information available on our website? Visit Services for more information.
  • Need a sick note? Visit Sick (fit) notes to request one online.
  • Need to let us know about updated personal details such as your name, contact number or address? See Changing your contact details for more information.

Prescriptions / Medication (Option 2)

What is this group for?

This group will help you with prescription-related enquires.

Please be aware that prescription requests cannot be accepted over the telephone. This is to ensure your safety as requests over the phone can lead to incorrect items being ordered.

Medication can be requested in a variety of ways:

  • Via our website
  • The NHS app
  • Another online ordering app that you have been set up with
  • Paper request can be placed in the letter box at the surgery

Opening Times:

  • Monday: 10:00 to 13:30 and 14:00 to 16:00
  • Tuesday: 10:00 to 13:30 and 14:00 to 16:00
  • Wednesday: 10:00 to 13:00 and 14:00 to 16:00
  • Thursday: 10:00 to 13:30 and 14:00 to 16:00
  • Friday: 10:00 to 13:30 and 14:00 to 16:00
  • Saturday: Closed
  • Sunday: Closed

Website Alternatives:

Secretaries – hospital related enquiries and referrals (Option 3)

What is this group for?

Our team of trained medical secretaries deal with requests from the doctors for referrals to hospital consultants, letters to other agencies, and urgent requests for hospital and private treatment. They will deal with queries regarding hospital appointments and private referrals.

Opening Times:

  • Monday: 10:00 to 13:30 and 14:00 to 16:00
  • Tuesday: 10:00 to 13:30 and 14:00 to 16:00
  • Wednesday: 10:00 to 13:00 and 14:00 to 16:00
  • Thursday: 10:00 to 13:30 and 14:00 to 16:00
  • Friday: 10:00 to 13:30 and 14:00 to 16:00
  • Saturday: Closed
  • Sunday: Closed

Website Alternatives:

  • Are you requesting a referral? There are a large number of services that you can self-refer to.
  • Are you chasing up a referral? In most cases, once a referral has been made, you will need to contact the hospital directly to chase it up. Visit our Referrals page to find the service that is right for you.
  • Want to know how long the hospital waiting times are for the specialty you have been / want to be referred to? My Planned Care gives you advice and support while you wait and helps you to prepare for your hospital consultation, treatment, or surgery. This includes giving you information about waiting times at your hospital and other supporting and local services while you wait.

Planned Care Team (Option 4)

What is this group for?

Our planned care team recall patients for routine health checks, these include but are not limited to:

  • Diabetic reviews
  • Asthma reviews
  • Cervical screening
  • Rheumatology reviews
  • Immunisations (Childhood, Adult, COVID, Flu)
  • Anti-coagulation service
  • Monitoring for high risk medications
  • NHS Health Checks

Opening Times:

  • Monday: 10:00 to 13:30 and 14:00 to 16:00
  • Tuesday: 10:00 to 13:30 and 14:00 to 16:00
  • Wednesday: 10:00 to 13:00 and 14:00 to 16:00
  • Thursday: 10:00 to 13:30 and 14:00 to 16:00
  • Friday: 10:00 to 13:30 and 14:00 to 16:00
  • Saturday: Closed
  • Sunday: Closed

Website Alternatives:

Medical Reports, Insurance Reports and Private Work (Option 5)

What is this group for?

For all types of medical reports (including copies of your records) and medical examinations.

Please provide as much information as possible to prevent any delay.

Also please be aware that if a charge is involved then this must be paid before the work is completed.

Opening Times:

  • Monday: 10:00 to 13:30 and 14:00 to 16:00
  • Tuesday: 10:00 to 13:30 and 14:00 to 16:00
  • Wednesday: 10:00 to 13:00 and 14:00 to 16:00
  • Thursday: 10:00 to 13:30 and 14:00 to 16:00
  • Friday: 10:00 to 13:30 and 14:00 to 16:00
  • Saturday: Closed
  • Sunday: Closed

Website Alternatives:

You can request medical reports online using our online service, Anima.

Palliative Care (Option 8)

What is this group for?

This line is dedicated to patients undergoing palliative care treatment.

Opening Times:

  • Monday: 08:30 to 13:30 and 14:00 to 18:30
  • Tuesday: 08:30 to 13:30 and 14:00 to 18:30
  • Wednesday: 08:30 to 13:00 and 14:00 to 18:30
  • Thursday: 08:30 to 13:30 and 14:00 to 18:30
  • Friday: 08:30 to 13:30 and 14:00 to 18:30
  • Saturday: Closed
  • Sunday: Closed

Website Alternatives:

  • Need to book or cancel an appointment? Visit Appointments to request or cancel your appointment without needing to wait on the phone.
  • Did you know there is a lot of self-help information available on our website? Visit Services for more information.
  • Need a sick note? Visit Sick (fit) notes to request one online.
  • Need to let us know about updated personal details such as your name, contact number or address? See Changing your contact details for more information.