You Said, We Did

"You Said, We Did" Update for June to December 2024

Issue Source Action Additional Feedback
Patients fedback that they wanted improved phone waiting times, and easier access GPPS We have already implemented Anima. The average phone queue has been returned to pre-Anima wait levels but we want to improve upon this. Exploration of changing phone system
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 fed back 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.  
Patient had previously fed back about palliative care and we put in temporary measures but agreed to continue to review Complaints Permanent expert palliative (end of life) care GP supporting the practice.  
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 Source Action Additional Feedback
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
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.		 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
Patient fed back that they felt palliative care could be improved Complaints Employed GP to review and take on palliative care and vulnerbale patient services.  Also reviewing if there could be benefits of working more closely with another practice to build specific skillsets and resilience.

Published on 22nd 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 22nd May 2024