“Hello my name is Dr Laurent and I am the Senior Partner. If you need to telephone the surgery please listen carefully to the options listed. Pressing option 1 will take you through to our reception team who are all trained Care Navigators. We have asked our Receptionists to ask if you wouldn’t mind telling them a little about the problem you are calling about today. This is simply so they can direct you to the person who would be most suitable to help you with your problem. Of course, you don’t have to do this, but it would help us to help you and other patients. Thank you very much”.