Published on: 4 January 2023

We’re changing our telephone system so our calls always get through to you - and so you will be able to see if you’ve missed a call from staff in our services.

From 1 February 2023, rather than having a call from a withheld number, you will now see a number when we call from one of our landline phones. The number may differ depending on which team is calling you but the main number that we will use will be 01332 389189. 

The new number will also be specified within your appointment letter so that you have an opportunity to add the number into your contact list on your phone, under a name of your choosing. That way, you will always know that it is us calling you.

Why is this change being made?

Some people have phones that don’t allow ‘withheld numbers’ to get through, to stop nuisance cold calling. Other people don't feel comfortable answering calls when they don't know the number, and block the call. This change means that, when our services need to reach you, they can get through.

What happens if I don’t answer the call?

We will not leave any messages on your answerphone unless consent has been given to leave a message.

If you do happen to call the number back, you will receive an automated message advising you that someone from the NHS has called and will attempt to call you back; no further action is required on your part.

We’ve taken this approach to protect those who wish to keep details of their healthcare confidential from friends and family.

Will there still be times when you call from a withheld number?

Yes, there may be times when it is necessary for a member of your care team to call you from a mobile phone. If that happens, the staff member who is calling you may hide their number.