Telephone Access to Hamble Valley Health

NHS England is shortly publishing telephone data for GP practices. We recognise the challenges patients face when contacting us by phone and want to share what we’re doing to improve:

1. Phone System Upgrade: Our sites currently use different phone systems due to existing contracts. A new unified system will be implemented across Hamble Valley Health in June 2026.
2. Reducing Unnecessary Calls: Many calls relate to information available on our website or the NHS App. We will update phone messaging to remind patients to check these resources. We also plan to support patients who struggle to access the NHS App.
3. Appointment Release: We are reviewing how routine GP appointments are released to reduce uncertainty for patients.
4. Call Audit: We are auditing incoming calls to better understand demand and allocate resources effectively.
5. Patient Feedback: We continue to work closely with our Patient Participation Group for valuable insights into patient experience.

We would like to remind patients that our reception teams are doing their best while these improvements are underway. Feedback can be submitted via our Patient Experience Manager https://www.hamblevalleyhealth.nhs.uk/policies/complaints-feedback/. We also operate a zero-tolerance policy for abusive behaviour towards staff.

Thank you for your continued support as we work to improve our service.