You Said, We Did 2024 Posted or Updated on 24 Jan 2025

Patients fedback that they were concerned about some elements of the online system

GPPS

We have changed some of the standard text responses to make messages clearer. 

We have changed the appointment system, so less appointments are available first thing and more are available later on, so that you have time to get ready and get to appointments.

We are continuing to review the appointment capacity in relation to patient demand (times and dates).

We are reviewing if and how we can encourage patients to contact us later in the day for less urgent issues.

We are following up with a new survey with some more specific issues to ensure we have a review and learn approach to the system.

Patients fedback that they wanted improved ease of contacting the practice

GPPS

We have already implemented Anima and around 80%+ of patients are now self-serving using Anima.

Feedback that the phone message was too long

General comments

Reviewed other practices messages, had a small team of external practices staff review message and used a team including Anima and reception teams to create a new message which is around 20 seconds shorter.