You Said, We Did

What you said

How you told us

What we did

Patients fedback that they wanted more consistency in being able to see the same GP

GPPS

We have started a campaign to understand why patients aren't requesting the GP of choice via Anima, and agreed to over-recruit to provide more consistent GPs during leave etc..

Patients fedback that they wanted improved phone waiting times, and easier access

GPPS

We have already implemented Anima. The average phone queue has been reduced to lower than pre-Anima levels from July 2024. However we have also started a weekly improvement session to review Anima and phone waits.

Patients fedback that they wanted improved ease of contacting the practice

GPPS

We have already implemented Anima but only around 50%+ of patients are now self-serving using Anima, even though it is translated we are starting an awareness campaign to try and understand why people continue to phone.

Ongoing comms campaign

Patients fed back that that they wanted quicker appointments

GPPS

Our statistics shows we are now better than national averages for patients receiving appointments within 2 and 14 days of their requests

Patients fedback that they wanted improved access to appointments at Mulberry

informal

We worked with oartners and patients to implement Anima instead of drop-in at Mulberry

Ongoing comms campaign

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.

Feedback that Mulberry patients were struggling with Anima.

Healthwatch

Some elements were beyond our control as Anima is a product delivered nationally and so we can't change how it looks, but we have made Anima aware of the issues raised. On the points we could impact we have worked with Mears to alter their welcome pack including more details about Anima and the way patients can drop in for support and call. We have also provided translated documents. We have updated our website to make accessing help and the Anima link simple.

Feedback that patients in Darnall and Highgate were not using Anima

General noise picked up by reception

Started a full programme of work to explore how to make Anima more accessible. We have several projects planned but will start with surveys held face-to-face with patients in practice.

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 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 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