We are always looking to improve our services, and we can only do this with feedback from our patients. Below are some examples of how we have improved our services based on feedback from patients:
You Said: “It can be difficult to get an appointment”
We understand that accessing appointments quickly can be frustrating, especially during busy periods. Our management team continues to review appointment capacity to meet patient demand while working within national funding constraints.
To improve availability, we have:
Increased the number of clinicians offering same-day appointments.
Introduced online consultation requests via AccuRx, allowing patients to submit queries or requests without needing to call. Find out more about this online consultation service here- Online Consultation Services
Actively monitored missed appointments (DNAs) -Missed slots reduce access for other patients who need care. We remind all patients to cancel appointments they no longer need. Find out more about our DNA protocol here- DNAs
You Said: “I waited a long time to be seen”
We appreciate that waiting can be frustrating. While our clinicians always strive to run on time, there are occasions when unexpected or urgent medical issues arise that require immediate attention.
To address this, we have:
Improved scheduling and adjusted appointment lengths to help reduce delays.
Patients arriving more than five minutes late may be asked to rebook, to ensure that others are not delayed.
Encouraged patients to arrive on time for appointments so that we can keep the system running smoothly.
Your understanding and punctuality help us provide timely care for everyone.
You Said: “It is difficult to get through on the phone.”
We did:
We reviewed how patients contact the practice and are improving access by offering different ways to get in touch.
We understand that at busy times it can be difficult to get through to the practice by phone. We are working to improve patient access and experience by offering different ways to contact us, depending on your needs.
If you choose to contact us by phone, we are implementing a callback system. This means you will not need to wait on the line. A member of our Reception Care Navigation Team will call you back as soon as possible to help direct you to the most appropriate service.
For non-urgent requests, patients can also use our online consultation service
By expanding the ways patients can contact us, we aim to make sure everyone is able to access the right support, at the right time, as smoothly as possible.