How we answer your call in around three minutes

Getting through to a GP practice by phone used to mean a long wait. We built a central Patient Support Hub at London Bridge to change that. Our trained care navigators answer calls and online requests for all our practices, so the reception teams in each surgery can focus on the patients in front of them. The difference is real. The average wait to speak to us has fallen from around 14 minutes to about three, we now answer the large majority of calls, and more than half of all contacts are resolved without needing a GP appointment, because the right person helps you first time.