Hello Many thanks for providing us with your feedback which is appreciated. We have recently upgraded our telephone system which should improve our patients' experience in booking appointments during our triage period in the mornings. We have two clinical colleagues who make the decisions on who is best placed to handle patients' medical queries based on the information provided by them to our telephone answering team. We have found this to be an effective way of ensuring patients are dealt with as quickly as possible by the appropriate clinical colleague. Kind regards. Terri Zeferino Practice Manager