Using the feedback we have received from patients, and working closely with our Patient Participation Group, we updated our telephone system, appointment booking and website.

We undertook a survey (using some of the national GP Survey questions) back in May, prior to our changes being implemented.  We then did another survey in July 2024 (post the changes being implemented) to measure satisfaction levels.  We are now conducting another survey – asking the same questions to help us identify if satisfaction levels have improved or not now the changes have been in place for 6 months.

Thank you for taking the time to complete this short questionnaire (which can be found at the bottom of this page).

 

Brief background to the changes implemented:

Appointment Booking System

From patient feedback, ie being unable to get an appointment, we decided to introduce the NHS ‘Modern General Practice Access Model’.  This approach is being promoted by NHS England.

There is also an increasing push by NHS England that all patients use the NHS App and we are, as a Surgery, promoting this.  We are encouraging our patients to download the App and use this by including the App as a communications tool that patients use when liaising with the surgery, for example prescription requests, booking appointments, etc

The Modern General Practice Access Model – brief overview:

• patients are encouraged to complete an online form (they can do this over the phone/desk if they do not have online access)
• the form is looked at and triaged by a GP
• the patient is then contacted with what is needed, ie prescription, sick note, link to self-help, an appointment, a link to book a future appointment, etc, etc.

No patient is booked an appointment without it being triaged by a GP first.  The only exception, and appointments staff can book, are Nurse and HCA appointments.

As a Practice we have spent many hours researching the best tool to allow us to achieve the ‘Modern General Practice Access Model’ and ensuring the system fits.  We also undertook an audit of past appointments to check their actual relevance – what we found was there were many inappropriate appointments booked.  This was because we were operating on a ‘first come, first served’ basis and as much as our Reception staff try to care navigate patients to where they really needed to go/be seen this was becoming impossible.   The new model, whereby we encourage as many as possible to contact us online, helps avoid queues (queues on the phone and out the door).  We believe that by moving to this system it means everyone will get fair and equal access to care.  It also means patients do not have to panic about contacting us at 8am each day, most of our working patients and those taking children to school found it impossible to join the 8am rush.  The new model means we can be contacted throughout the day and the right level of care and support will be provided.

Telephone System

Contractually we have had to move to a fully cloud based telephone system.  This was introduced in June – most patients may not be aware of the new system as our number has remained the same.  However, the system has more holding lines (ie no engaged tone) and will offer patients the option to have a call back – so they do not have to wait on the line.

Website

We have also introduced a new website.  From patient feedback we found some patients found it hard to navigate our old system and found it confusing.  Our new website meets all the NHS auditing requirements and we are really pleased with the easy to navigate layout.  Also, unfortunately our old system could not have an easy link to our new online appointment book system and we needed to ensure it was really clear how patients can access our services.