Practice Correspondance

Posted on:

Dear Patients

Thank you for your support during what continues to be a very busy and challenging time for local health care services.

We understand the frustration this causes and we would like to reassure you that our staff are working as hard as they can to make sure people have the care they need.

Phone lines are very busy due to the exceptional levels of demand at this time. We are receiving on average 600 calls per day in a 10 hour period, with Monday’s running at an average of 680 calls. We have, on average 5 members of staff answering the calls on a daily basis, and they are trying very hard to deal with calls as quickly and efficiently as possible, but the average length is around 5 minutes for each one, depending on the requirements of the caller.

Please use the “queuebuster” facility that our telephone service provider has developed if you are in a long queue, it will automatically store your call and call you back when you are near the front of the queue. You can hang up and wait for our system to call you back without losing your place.

Throughout this pandemic our team has worked tirelessly in very challenging circumstances, including staff sickness and isolation.

COVID-19 has been hard for us all and this is no exception for our GP practice staff who have been busier than ever providing the right treatment in ways that are safe and effective.

There is a big workload and we ask patients to please bear with our GP practice teams, particularly during peak periods.

We would also encourage patients to seek alternative treatment options where clinically appropriate. Phone NHS 111 or visit for anything that feels urgent, or if you are unsure what to do. Pharmacists are experts in medicines who can help you with many minor health concerns. As qualified healthcare professionals, they can offer clinical advice and over-the-counter medicines for a range of minor illnesses, such as coughs, colds, sore throats, tummy trouble and aches and pains. If your symptoms suggest it’s something more serious, they will direct you to the right service.

Please may we ask that everyone is kind and respectful towards GP practice staff who are working incredibly hard to provide the care you need. Any form of violent or aggressive behaviour towards staff, be it verbal or physical, will not be tolerated.

We would like to thank you for bearing with us and your continued support and understanding.

Best wishes,

The Team at Long Stratton Medical Partnership