You Said, We Did

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

Issue	Source	Action	Further 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 around 4 minutes since March 2024, before this it averaged around 7 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
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.
Feeling that prescription line and results should be separated out from appointment line.	Healthwatch	The line was already separated with results only being managed after 10.30am and prescriptions not being accepted over the phone. As part of changing the phone system message we also added detail about all of this and how the NHS App provides access to test results

Published on 6th Jan 2025

"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