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A surgery greeting has one job before any other: send emergencies to 999 and urgent problems outside opening hours to NHS 111. After that it should get patients to the right queue quickly, because the phones ring hardest at opening time.
Thank you for calling Riverside Surgery. If you have chest pain or difficulty breathing, hang up and call nine nine nine now. If you need medical help urgently while we're closed, call one one one. Repeat prescriptions can be ordered through the NHS App. Otherwise, please hold and the next receptionist will take your call.
Thank you for holding. Our lines are busiest between 08:00 and 09:00. If your call is not about an appointment today, it may be quicker to ring back after 11:00.
For appointments, press one. For prescription queries, press two. For test results, press three; results are given after 14:00. For anything else, press four.
[Surgery name] is now closed. In an emergency, call 999. If you need urgent medical help that cannot wait until we reopen at 08:00, call NHS 111.
The surgery is closed this afternoon for staff training and reopens tomorrow at 08:00. For urgent medical help, call NHS 111. In an emergency, call 999.
NHS guidance says to call 999 in an emergency, and that NHS 111 can help if you need medical help right now, including when your GP is closed. In Scotland the service is NHS 24 on 111, in Wales NHS 111 Wales; in Northern Ireland, give patients your local out-of-hours route.
In England, patients can request repeat prescriptions in the NHS App. Saying so in the greeting takes those calls out of the morning queue. Outside England, name your own route instead.
Patients who ring a surgery are often worried. Pick a voice that sounds steady, and leave a pause after “nine nine nine”.
Write “nine nine nine” and “one one one” in the script so the voice reads them one by one.
A patient may hear it ten times at 08:05. One sentence plus music works better than three.
Put the surgery name first, so patients know they have the right number, then the 999 and 111 guidance straight after. Both fit in the first ten seconds.
It is good practice. Ask your practice manager or a clinician to read the final script and listen to the preview before it goes live.
Free preview, no subscription. €19 (approx. £17) per finished greeting.
