You Said, We Did

"You Said, We Did" Update for January to May 2024

Issue Source Action Further Feedback
Patients unhappy with appointment system GP Patient Survey (GPPS), NHS Choices 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 (more details below)
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.		 Unfortunately there were someoutage issues with Heeley Green in the first week of go-live. However these have since been resolved.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 fed back that they wanted to request a specific GP Total triage specific survey undertaken by the practice Functionality added for patients to request specific clincians and answer if they are happy to wait to see that GP (most work part-time sowait times can increase if wanting to see a certain clinican) Following up with a survey to understand what impact triage is having on continuity

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