You Said: It was a struggle to get through on the phones and the wait times were too long.
We did: We have had a new phone system installed. We now have unlimited lines and have increased the number of staff answering the phones. The new system also has a call back option to prevent patients having to wait in a queue and a ‘check and cancel’ option that patients can use without having to get through to speak to a receptionist to check or cancel their appointments. We have had a lot of positive feedback about the new system, we hope this has made patients access more efficient.
You said: You wanted to be able book appointments online.
We did: We have opened up access online whereby patients can book appointments via the NHS app or Patient access, as well as over the phone or by coming into reception.
You said: We didn’t make it very clear when we would be closed for our training afternoons.
We did: We now put any practice closure dates on the front page of our website ahead of the date to give patients plenty of notice. We also display posters in the reception area.