Following our annual patient satisfaction survey, which received 253 responses, we identified three key areas for improvement: telephone access, GP appointment availability, and communication relating to secondary care.
To improve telephone access, the practice is investing in an AI-supported telephone system designed to manage patient requests more efficiently, reduce waiting times, and enhance the overall patient experience. This will be supported by the introduction of a call-back function, allowing patients to retain their place in the queue without remaining on hold, and receive a return call when they reach the front. In addition, planned integration with our clinical system (EMIS) will enable patient records to be accessed automatically during calls, streamlining processes for staff and improving response times.
In response to feedback regarding GP availability, the practice intends to utilise the Workforce Planning Fund to recruit a full-time salaried GP (eight sessions), increasing overall clinical capacity. Alongside this, we are reviewing and restructuring GP appointment templates to improve efficiency. This includes introducing dedicated administrative and clinical task slots—such as for referrals, results, and advice—allowing some patient queries to be managed without requiring a face-to-face appointment, thereby freeing up more appointments for those with greater clinical need.
To address concerns around secondary care communication, we are updating our website and developing clear bilingual patient information to help patients understand how to check their referral status and waiting times. The new telephone system will also support this by signposting patients to the most appropriate external services for further information where needed.
These improvements form part of our ongoing commitment to listen to patient feedback and continuously enhance the quality, accessibility, and efficiency of our services.