When will they pick up? Review of the telephone messages used by GP practices in Hackney

Healthwatch Hackney undertook an observational assessment of the automated phone messages used by GP practices in Hackney, together with the length of time taken to answer. The review was designed to evaluate the general and out-of-hours messages for all 38 GP practices in the borough.

Healthwatch listened to the messages and assess their content, tone and length as well as identify examples of best practice. The findings have been summarised along with examples of best practice and recommendations for how automated messaging can be improved. The review revealed a wide variation in the information provided in the recorded messages, and the way the messages were delivered, as well as the length of the messages. There was also a variation in how long it took to answer calls.

This review was carried out in light of the NHS long-term strategy plans to ensure that all GP practices are using the new cloud-based telephony system by the end of 2025. The recommendations can be used by practices as a checklist for their telephone messages