So far this year we’ve had over 6000 responses to our Family & Friends test. We’ve been looking into your feedback and using this to make decisions about how we can make our service more accessible.
You’ve said you find it difficult to get through on the phones first thing in the morning, so we’re introducing a new system to make it easier for you to contact us when you need us most.
From Monday 6th November when you ring the surgery with a medical problem, your call will be directed by one of our call handlers who will ask the nature of your call to assess what kind of outcome is required. The Decision Support Tool built by our clinical team will advise the receptionist whether you require a:
1. Same Day Appointment
2. Appointment Within 2 Weeks
3. A referral or signposting to another service such as a local pharmacy or physiotherapy service.
If a same day appointment is required, you will be offered an appointment that day (for requests later in the afternoon, appointments will be offered for the following morning). If you require an appointment within 2 weeks or a referral/signposting to another service, you will be added to our call back waiting list where one of our call handlers will contact you within 24 hours to discuss arranging an appropriate appointment or referral.
By using this system, we will be able to help patients who need a same day appointment more efficiently and ease the telephone pressures at our busiest times.