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The role of the call handler

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We are often asked why our call handlers and receptionists need to ask what is wrong with you when you wish to make an appointment.

Both call handlers and receptionists have been directed by the GP Partners and management to ask why you need to be seen, and based on your responses you will receive the most appropriate medical care, from the most appropriate health professional, at the most appropriate time.

Your information helps clinicians prioritise phone calls, appointments and home visits, and ensures that all patients receive the appropriate level of care.

Call handlers and receptionists, like all staff, are bound by confidentiality rules, and any information given by you is treated strictly confidentially.

Remember, our staff are not being difficult or intrusive, they are following specific directives set by Vine Medical Group GPs and management in order to get you the care you need.

© 2019 Vine Medical Group | All rights reserved

Registered address: Vine Medical Group, Forest End Site, Forest End, Waterlooville, Hampshire, PO7 7AH