Doctors at Carlisle's troubled new super surgery are looking to install a new phone system following major problems - but it could be two months before it is fully operational.

The situation is so bad that one patient has raised the issue with Carlisle MP John Stevenson, who has spoken to the practices.

The GPs have now taken on six new call handlers in a bid to ease problems for patients while it installs a new system.

Seven weeks after the merger went ahead, frustrated patients are still contacting the News & Star saying they are unable to get through on the phone lines, or have to endure long delays.

The Brunswick House, St Paul's and North Carlisle surgeries merged into a new super practice, called Carlisle Healthcare, on October 1. Together they serve 38,000 patients across the city.

The aim was to work across all the sites, using a single phone system. But since it went live, there have been major issues.

One patient, Marian Earl, contacted the News & Star to say they had tried repeatedly to make an appointment for an annual check but couldn't get through. The practice then sent out a letter instructing her to get in touch, but every time she tried she was left waiting.

"My last call clocked up 16 minutes of music and visit our website messages before I hung up almost in tears.

"People are going to die," she said.

Another patient, Paul Wilson, added: "You get into a queue but it doesn't tell you what position you are so you don't know if you will be waiting a minute or half an hour.

"I finally got through today and it was an answerphone message saying it was closed for staff training. This is a practice looking after more than 30,000 patients."

Another patient said they were forced to get a bus to the surgery to make an appointment for their elderly mother.

Dr Robert Westgate, of Carlisle Healthcare, said he understands the frustrations of patients and shares them.

He explained that they were assured prior to the merger that the practices three phone systems could be linked as they hoped, allowing a central team to take calls from patients.

However, once it went live, problems arose. As a result they can't use staff in other buildings when the lines are busy at the call hub, based in Brunswick House. The only solution is to install a new integrated phone system across the surgeries.

He said they are now speaking to their current phone supplier and others to find a system that will address their problems. However installing it will take time - potentially until mid-January.

Fellow GP Alan Edwards added: "I know it's very difficult getting through. What I can say is that when people do get through we are able to offer everyone something.

"We are very disappointed that this has happened and apologise unreservedly to our patients."

Irene Scott, of Bisland Court, Harraby, is among those who have experienced problems. She has flagged the issue up with Carlisle MP Mr Stevenson, and has had discussions with the practice.

She said she sympathises with staff, who are working in a difficult situation, but said a solution was needed quickly.

"I was on 10 minutes and 33 seconds before I spoke to a human being. What I'm concerned about is emergencies," she said. "This should have all been thought out before the merger."

Dr Westgate said they are seeing the numbers of patients they had expected, indicating that most people who need them are getting through eventually. But he said they have been made aware of examples of patients experiencing problems.

He said on a positive note they have just recruited six new call handlers, as well as four new GPs - who they had been struggling to recruit prior to the merger. They are also working with two new physiotherapists to allow them to offer additional services to patients.

But both doctors appreciate that the phone problems are a major issue for patients. They said unfortunately it was too late to revert back to the old system, and said due to strict rules about patient data they are not able to book appointments over email as a back up.

All they can do is persevere, with extra calls staff, until the new phone system goes live, added Dr Edwards.

He did however say that those with specific prescription queries can call a separate line, 01228 616666, and avoid the main 01228 588121 number completely. Patients can also register online to be able to use a secure web portal to book appointments in future.