You Said, We Did
"You Said, We Did" Update for June to December 2024
| Issue Raised | Source | Action | Further Notes |
| Patients fedback that they wanted improved phone waiting times, and easier access | GPPS | We have already implemented Anima. The average phone queue has been under 2 minutes since May 2024, before this it averaged around 3.5 minutes. | |
| Patients fedback that they wanted improved ease of contacting the practice | GPPS | We have already implemented Anima and around 80%+ of patients are now self-serving using Anima. | |
| Patients fedback that that they wanted quicker appointments | GPPS | Our statistics shows we are now better than national averages for patients receiving appointments within 2 and 14 days of their requests. | |
| Feedback that the phone message was too long | General Comments | Reviewed other practices messages, had a small team of external practices staff review message and used a team including Anima and reception teams to create a new message which is around 20 seconds shorter. |
Published on 6th Jan 2025
"You Said, We Did" Update for January to May 2024
| Issue raised | Source | Action | Further notes |
| Patients unhappy with appointment system | GP Patient Survey (GPPS) | We implemented a total triage model, with patients able to access services online and over the phone. | Ongoing surveys with patients on their experience of this system specifically. |
| Patients fed back that they were concerned about some elements of the online system | Total triage specific survey undertaken by the practice |
We have changed some of the standard text responses to make messages clearer
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We are following up with a new survey with some more specific issues to ensure we have a review and learn approach to the system |
| Patients fedback that they were confused about prescription ordring on NHS Choices App and that in one case a pharmacy strugged to find a prescription on the online system | Healthwatch | Added some additional information to our website for patients about prescription ordering and provided additioal information for staff on how to provide a barcode for missing prescriptions | Updated Healthwatch on our actions |
Published on 28th May 2024
Changes to the new appointment system following your feedback
We have made changes to the way you book an appointment.The aim is to make it easier to get an appointment and to do away with the 8.30am rush for appointments which is neither fair or clinically appropriate. Now, to get an appointment a team of clinicians will go through your symptoms and will make sure you get the help you need as fast as possible.
We have been asking for feedback from patients to make sure that this new approach is meeting your needs.
Here are answers to some of the changes we have made following feedback from patients:
- We have changed some of the standard text responses to make messages clearer
- We have changed the appointment system, so less appointments are available first thing and more are available later on, so that you have time to get ready and get to appointments.
- We are continuing to review the appointment capacity in relation to patient demand (times and dates)
- We are reviewing if and how we can encourage patients to contact us later in the day for less urgent issues.
CLICK HERE IF YOU WOULD LIKE TO PROVIDE US WITH ADDITIONAL FEEDBACK ON THIS NEW SYSTEM.
Published on 28th May 2024