A GP surgery is facing questions over its automated telephone system after a survey showed almost two-thirds of experiences with it have been negative.
Reepham and Aylsham Medical Practice has introduced an automatic phone system called Patient Partner - which allows patients to perform certain tasks without speaking to a receptionist.
The system, which is available to patients 24/7, can be used to book or cancel appointments, order repeat prescriptions or leave a message to request a callback.
But after the practices found a poor uptake of the system, bosses asked patient group Healthwatch Norfolk to conduct a survey into experiences of using it.
And the survey found that of those who had used the system, 60pc said their experience was negative.
However, the survey did represent just a small proportion of the surgery's patients - just over 360 people took part in the surgery out of more than 9,000 registered patients.
The findings prompted Healthwatch Norfolk to encourage the surgery to better communicate with patients how they can use the system - and offer reassurance that they can still speak to a receptionist if needed.
John Butlitude, head of communications at HWN, said: "Communication is at the heart of what we heard from patients at Reepham and Ayslham Medical Practice.
"They wanted to be reassured that their message and information are reaching the right people in the right way - and that they still have the option to speak to a person if they wish."
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