One of the key areas of investment the team have made in the surgery has been to modernise how patients access NHS services offered here at Ordnance Unity Centre for Health. The move to total triage has increased appointment capacity by ensuring more appropriate use of GP appointments and greater utilisation of other NHS services such as community pharmacy.
Online access has meant those that are able to can submit their medical triage requests quickly and easily without the need to come to the reception desk or phone the practice. For those that cannot access online services, or have a general query, these changes have been transformative as telephone access is now much quicker.
The practice team are proud of the improvements that have been made over the last few years. For example, for the months of November 2025, December 2025 and January 2026 so far, the average call queue waiting time has been less than 1 minute. This is significantly positive as it improves patients’ experience of contacting the surgery.
From the latest published data from NHS England, 44.3% of calls to GP practices nationally were answered within 1 minute. For Ordnance Unity that figure is 67.9%. For inbound calls answered within 2 minutes, nationally that figure is 58.3% whereas for our team it is 81.2%.
We are incredibly proud of this achievement and hope that our patients feel that they’re having a positive experience when contacting the surgery.