|
What you said |
How you told us |
What we did |
Outcome |
|
Patients wanted the ability to be called back rather than waiting on the phones |
General feedback, GP Patient Survey and PPG |
Call back functionality added to the phone system |
Reviewed with PPG in July 2023 and seems to be working well |
|
Patients fed back that they were concerned about some elements of the online system |
Total triage specific survey undertaken by the practice |
We have changed some of the standard text responses to make messages clearer |
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 fed back that they were concerned about being in the queue but still having phone waits |
General Feedback |
We worked with the phone provider to add functionality which allows patients to track where they are in the queue and they also recieve a text if they miss a callback which allows them to callback that day and jump to the front of the queue |
Published on 10th Apr 2024
Now, to get an appointment a team of clinicians will go through your symptoms and will make sure you get the help you need as fast as possible.
We have been asking for feedback from patients to make sure that this new approach is meeting your needs.
Here are answers to some of the frequently asked questions we have received from patients about this new system.
If you're living with type 1 or type 2 diabetes and plan to fast during the holy month of Ramadan, this free online course will help you to prepare and support you to stay healthy and manage your diabetes safely during this time.
Diabetes UK also has lots of really helpful information on their website to support you during Ramadan (available in Urdu, Bengali, Arabic and English).
Anyone experiencing diabetes-related complications should seek urgent medical advice when they need it.
Dear Patients
We want to put an end to the 8am appointment lottery and to make it easier for you to get the help you need.
That’s why we are making changes which will make getting an appointment easier and fairer.
What is changing?
We are always looking for ways to improve the experience of our patients.
Currently some of our appointments are given on a “first-come, first-served” basis to those who can call the practice at 8am each morning. It’s definitely not the best way of doing things.
That is why we are introducing a new booking system which will help you get the appointment or service you need more quickly and conveniently. To make this happen we are introducing a new computer system called “Anima” and are putting in place a specialist team of health professionals, whose job it is to improve the process of getting an appointment at the practice.
How will things change for me?
You will have a new way to book an appointment through our website but don’t worry, you can still telephone or visit the practice if that is what you would prefer.
The biggest benefit is these changes will ensure there is no more “morning rush” to queue on the telephones. No matter what time you contact us, all the appointments will be prioritised by our clinical team based on medical urgency and need.
Other changes will include:
When will the new system be launched?
We will launch Anima on Tuesday 5th December 2023.
For more information on Anima please visit https://www.animahealth.com/patients.
Do I need to do anything?
Please register to use Anima https://patients.animahealth.com/signIn.
We will also send a message the week before we go live with a link to Anima. By clicking the link, you can set up an account by using an email address and creating a password. You will then be asked to verify the email via the link sent. Then simply enter your own details Name, Date of Birth, Sex, Postcode, Telephone Number, GP practice and NHS number if known. Once an account is created you can then submit your request to the practice.
Tell us what you think.
We believe that this new way to book an appointment will improve the experience for patients. We want to understand your views and experience, please click the link to tell us what you think.
Our charter has been jointly created with our amazing patients, to help us all work together to improve the care our practice can provide.
Our aim is to provide patients with the best possible care within the resources available to us, and to deal with any problems as quickly and efficiently as possible.
Local GP practices have teamed up to improve the way we provide weekend and evening appointment for our patients.
This new service will begin on Saturday 1st October it and will mean that most people will be able to book weekend and evening appointments closer to where they live. For our patients we will be providing appointments will be provided at Darnall Primary Care Centre
Remote and face-to-face appointments can be made with a variety of GP practice staff including Doctors, Advance Care Practitioners, Nurses, Nurse Associates, Health Care Assistants, Physiotherapists and Pharmacists.
Initially appointments can be booked through you practice, but we will soon be adding the option for patients to book direct online and through NHS 111.
Click to find out more Website Link
Published on 16th Nov 2023
h issues that was raised by patients was waiting on the line for the call to be answered. One of the improvements is there is now a queue buster where patients can request to be called back when they reach the front of the queue. This means there is no longer the need to wait on the line, we will call you. Sometimes it takes longer for the receptionist to answer the calls as they are dealing with complex patient queries and this can take longer to resolve. If a query isn’t urgent it is better to call the practice after 10.30am when it is less busy. All calls are recorded for training and monitoring purposes and this helps the practice to monitor how busy the telephones lines are. We are then able to move staff to where they are most needed. If you have any feedback about the new telephone system please let reception know or complete a friends and family questionnaire.
English https://youtu.be/f1G4lyR8r-M
Slovak https://youtu.be/619x_nmax9I