Sep 302021
 

We successfully initiated the first stage of migrating our telephone system “to the cloud” yesterday morning.

We plan to fully implement the next stage of the migration of our telephone system when it goes live at 08:00 on Friday morning (1st October).

This will mean that we have the capacity to advise you where you are in the queue when you ring and be able to keep you informed as you wait.

This will be just the initial step in introducing the new system and we will continue to improve and develop how we how we use the system to communicate more effectively with our patients.

Please note that between 08:00 and 09:00 the telephone lines are dedicated to patients requiring an appointment or who have an urgent query. We encourage any other queries to wait until after 09:00. If requesting a result we ask that you wait until after 14:00.

We hope that the new system will ultimately be a much better patient experience than it is currently and that it will prove to be a much more positive experience for both patients and staff.

In the meantime, thank you for your patience as we endeavour to develop and improve the system further. We will keep you updated as the system is progresses.

Sep 292021
 

We are currently working on an update to our telephone system for the benefit of our patients .  It is hoped we will be starting the initial stages of the update today between 12:00 and 13:00. 

No disruption to the telephone service is expected, but in preparation we felt we should forewarn you that it is happening in the event any difficulties are encountered.  We would therefore value your continued patience as we try and improve the service we are providing.

We will of course update you further in due course. Thank you in the meantime for your patience.

Aug 132021
 

Due to a technical issue on our website, we received no messages generated by any of our contact forms between 00:47 and 18:43 on Thursday 12th August 2021.

This includes (among others): change of address information, appointment cancellations, chronic disease questionnaires, photos, and by far the most used form – repeat prescription requests.

We know that some patients couldn’t even get the contact forms to work during this time, but we also know that some information was submitted. We just have no way of knowing how much or from whom.

We are in touch with our web hosting company to see if any of these messages can be recovered, but this may not be possible.

Our forms are working again now, so if you did submit any information or requests yesterday between the times mentioned above, can you please submit it again now to ensure we have them.

We apologise profusely for any delays, disappointment or frustration this causes any of our patients.

Aug 102021
 

Unfortunately we are having network issues this morning which is limiting our ability to use our computer systems.

This has been reported to the Health Board, and we are trying to access backup systems at present, but please be patient with us if we are a little late with our telephone consultations, or in picking up the phone.

Thank you.

Aug 032021
 

We have been having a few intermittent issues with our phones lines since Monday, and our provider needs to run some checks on our lines that will require our phones to be down for the duration.

This work has been scheduled for Thursday 5th August, between 1.30 and 2pm.

Phone lines should be back up from 2pm.

We apologise for this inconvenience, especially to anyone who has experienced dropped calls over the last couple of days. We hope this will be sorted soon.

Sep 112020
 

NHS Scotland have released a free phone app that can be downloaded from the App Store and from Google Play.

The app is designed to help with the Test and Protect process, reduce the spread of coronavirus and avoid further lockdowns.

You can read more about how the app works from the website: protect.scot as well as from the video below:

Oct 232018
 

A little over two months since our big IT Server switchover and the issues with our text messaging software have finally been resolved.

From this morning, those of you who have given us your mobile number, and agreed to receive texts from us, should start to receive appointment confirmations and reminders again.

This is a good time to remind everyone to keep us up to date with any changes in your mobile number so the texting service can always reach you. If you change numbers you can fill in a form online to let us know.

Thanks to everyone for your patience.

Aug 162018
 

Scottish Power secured our power network at the sub station next to the practice as far as possible yesterday afternoon. The fault causing the fuses to blow however has still to be found underground and we are expecting Scottish Power to investigate further and ultimately repair.

It is hoped there will be no further major disruption to our service meantime and if at all necessary it will be minimal as a result of Scottish Power trying to detect the fault. We will of course be doing all that we can to try and ensure this disruption does not re-occur.

Thank you again for your patience whilst we recover our normal service.

Aug 152018
 

We are still experiencing disruption to our electricity supply for which I apologise.

Scottish Power are currently working on the fault affecting the Medical Practice which is resulting in them digging up the road to check cables. We currently have power but if we continue to have disruptions, we will transfer our telephone line to an analogue line in order that we can deal with urgent calls.

My apologies again for the inconvenience this disruption is causing, particularly as this follows on from the disruption to our service last week as a result of the transfer of our IT server. We are trying very hard to keep up with any backlog from the lack of access to our systems .

I will update you further when we have had further feedback. In the meantime thank you for your patience.

Aug 152018
 

We are sorry for the inconvenience following the powercut earlier this morning. We now have the power restored and are consulting as normal.

There is an ongoing fault in the power sub-station next to the practice and the power company are still working on it to resolve the matter in the longer term. We are therefore preparing ourselves for the possibility of the power going off temporarily again today or tomorrow morning. Should this happen, we will still unfortunately not have access to your medical records and it will not be possible for you to call us during this period.

We are also aware that some patients have had a problem with our new telephone system, which is unrelated to the power cuts as well as to the work done on our IT systems last week. We are aware of the frustrations this is causing and are attempting to address this too. At the moment it is necessary for us to concentrate on restoring power on a more permanent basis first.

Thank you for your patience and co-operation as we address this difficult period. We will update you as and when possible.

Please let us know if you have any further concerns.

Aug 102018
 

Thank you to all of our patients who have been so reasonable and understanding over the last few days while our IT systems were being worked on.

The number of phone calls we had coming in, and the number of people turning up to reception, were greatly reduced, so it seems our awareness campaign coupled with the new phone system messages were successful in keeping people informed.

The work done has been successful and we are mostly back to normal functioning again now, and even though we still need a little time to catch up with everything that was on hold while our systems were down, we will be back to running our normal appointment schedule from 8am Monday morning (13th Aug).

For those who need to order your repeat medications, the online request form will be available from 8am Sunday morning (12th Aug).

One system that has suffered with this work, however, is our automated appointment reminders by text. For reasons outside our control our new setup is currently incompatible with the software we used to send the texts, so there will be no more appointment confirmations and reminders for the time being. There are people working on it, but we have no timescale for a fix or any guarantee that it even can be fixed. We apologise greatly for this inconvenience and we will keep you informed as and when we hear more.