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Nexus Health Group
Service update for patients September 2023

In January of this year we started moving telephone calls from Nexus practices over to a centralised Access Hub to improve the experience for our patients and to ensure that our site based receptionists could concentrate on in person patient queries.

We are aware that call wait times at the access hub are longer than we would like, particularly at peak times, and we would like to update our patients on the steps we are taking to improve this.

Access Hub action plan

  • All telephone calls to Nexus Health Group are now received by our Access Hub team at Sir John Kirk Close Surgery. This has resulted in both improved average wait times, and our site based reception teams having more time to focus on in-person patient queries. We are aware that at peak times some patients are still waiting longer than we would like and we are working on reducing these times. The new contact system also offers options to callers to quickly deal with common queries around prescription requests or referral updates.

  • We would encourage all of our patients who are able, to use eConsult where possible as many queries can be resolved through our website. eConsult is a way of accessing care without having to call the Practice.

  • Nexus Health Group patients can now be seen at any site. This means that you may be given the option of travelling to a site other than your registered practice to see one of our clinical team if an appropriate appointment is identified for you.