Have your say!

YOU SAID….WE DID!

TELEPHONE ACCESS:

You said – in the 2024, national patient survey, that it was not always easy to contact our practice on the telephone. The practice has invested in a new telephone system which went live in May 2025. You now have the ability to request a call back when you are in the call queue, this means that you retain your position in the call queue and, when you are at position number 1, the phone system will call you back. We also now have call recording.

HELPFULNESS OF THE RECEPTION/ADMINISTRATION TEAM AT THIS PRACTICE:

You said – that our reception/admin team could improve in terms of helpfulness – we have taken this on board and invested in more reception staff who are in the process of signposting training and updating their knowledge to be able to provide an improved delivery of service to you all.

More Appointments:

It is not possible to just ‘add more appointments’ however, you will notice that we have employed an ANP who works with us 3 days per week. This has increased the number of available appointments for acute conditions which, in turn, frees up the GP’s to deal with more complex patients and medical issues. We also have issues with people who book an appointment and then don’t attend. This causes capacity problems too and our PPG work tirelessly trying to raise awareness of the sheer number of DNA appointments each month in an effort to bring this figure down. However, sadly, over 100 appointments per month, on average, are missed. If those patients who no longer needed their booked appointment cancelled it, there would be more appointment availability for all.