What is Patient Partner?

Patient Partner is an automated telephone system which aims to give patients an easy way to contact the surgery.

We are currently in the testing phase and will be initially offering same day appointments via our new booking system for 16 years and over. You will also be able to order your repeat prescriptions.

Benefits to Patients

• Can access within practice opening hours.
• Reduce waiting time in call queue.

Benefit to Surgery

• Reduce number of complaints due to longer call ques.
• Solution to manage reception or prescription team shortages.

How it Works

Please view the below videos for more information:

• Voice Connect: Patient Partner – How it works
• Voice Connect: Patient Partner – Repeat Prescriptions

Why are we using it?

We have listened to feedback from our patients about call waiting times. A new feature on our phone line will allow you to book an on the day appointment and request your repeat prescriptions using our automated system, without waiting to speak to a receptionist. All you need to do is simply click option 1.

How does it work?

Patients who want to use the Patient Partner service just need to call the surgery on 01827 69283 or 01827 283994 and select option 1. You will be asked to enter your patient identifiable data e.g. Date of Birth and phone number and pin code.

When you have been verified, you will then be given options to book an appointment or to order a repeat prescription.

How do I find out my NHS number?

Please visit Find your NHS number – NHS for advice on how to obtain your NHS number is you do not already know it.

How do I register?

Patient Partner will send you your access pin code via text message on Monday 9th January 2023, if you don’t have a mobile number registered with the Practice, please contact us at laurel.house@nhs.net to request your pin code.

We are inviting patients to try our new system and will roll this out slowly in the coming months. When this service is available to you, you will be notified via text message.

What if I want to cancel an appointment, I have made via Patient Partner?

Patient partner also allows you to cancel your appointment without waiting in the reception call queue. You just need to call 01827 69283 or 01827 283994 and wait for the cancel an appointment option.