13/02/2026
📢 A message for our patients
We’ve noticed a couple of S12 Community Facebook posts over the last 24 hours and wanted to take a moment to respond and provide some clarity.
📞 Phone Lines & Lunchtime Cover
Our phone lines switch over to a reception hub for one hour during our opening hours. The hub is based in Sheffield and supports many other practices in the city. They are extremely helpful, and if needed, they can contact us directly.
This switch over period allows our reception team to catch up on outgoing calls and essential admin tasks, while clinical staff continue seeing patients as normal. The door remains open – the only difference is that phone calls are diverted.
We genuinely appreciate patients letting us know if they are experiencing any issues. We are currently looking into whether there were any technical problems with the system yesterday.
📊 Improving Telephone Access
This time last year, the average telephone wait to reach our reception team was around 8 minutes.
Thanks to changes we’ve made, the average wait is now under 5 minutes, although we recognise that it may be longer during peak times.
We manage 3 phone lines and regularly receive over 250 calls a day plus online request and internal NHS calls. To help reduce frustration, we now offer a call back system for anyone waiting over 5 minutes.
We are always exploring new ideas and ways of working to keep improving access and reducing wait times.
👩⚕️👨⚕️ Our Clinical Team
We’ve also seen some lovely comments about members of our clinical staff on the Facebook group – thank you.
We’re proud to say that we currently have the largest GP team we’ve ever had at Birley Health Centre, with fantastic new GPs complementing our experienced team.
You can meet the whole team here not just GPs but other clinical staff like our Practice Nurses and our Physician Associates:
👉 https://birleyhealthcentre.co.uk/practice-team/
Thank you for your continued support and feedback. We are always listening and always looking to improve.