2025 - A time for change

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All of our GP partners and staff at the surgery, would like to wish our patients the very best for the New Year and thank you for all of your support during 2024.

In the year ahead, we're committed to providing you even better care and services, ensuring your health and wellbeing are always our top priority. 2024 has been a challenging year for Primary Care and our surgery, but we have listened to patient feedback and are doing our utmost make improvements that will make the care and service our patients receive the best it can possibly be.

You said and we did

'You cannot get an appointment with any doctor'
'Unacceptable wait times to get an appointment'
'You have to call various times to try to get an appointment, if you are lucky you get one'
'Getting through on the telephones is impossible, keeps cutting off'
'You never see anyone face to face'
'There is not enough staff'

During 2024 we have made some successful changes to address your feedback

• Brand new digital telephone system - featuring patient call-back, secure your place in our queue and no need to hang on the line, when you are at the front of the queue we will call you back. Caller identification allowing our staff access your details much quicker. More call routes available to get your through to the correct team first time. Call recording to help with safety and training.
• Electronic Prescription Service(EPS) our clinicians now send all of your prescription electronically to your nominated pharmacy of choice.
• Our new Practice Manager- Claire Raven joined our surgery in November and has already made a huge impact to our team and patient care.Successfully recruited new staff members and ongoing training for all the team.
• We have one further improvement that will help us deliver a modern general practice model and we hope will address the ongoing demand for appointments. We are excited to announce the launch of our new Total Triage System- coming soon towards the end of January/ February. The GPs have been reviewing our process for booking appointments. Our aim is to enhance your experience and ensure you receive the right care, at the right time, with the right clinician.
  • Full details will be published over the next few weeks and we would like to reassure patients that we are here to help, assist and explain the new process to patients.
  • For those who have contacted us over the last month you may have already used the service. We have been using the system on a small scale to 'test the water' and allow us to create our processes before launch.

We would like to assure patients you will still receive the same care from the same surgery team the only difference is how you request the appointment.

You will be asked to complete a patient assessment form prior to a clinician reviewing your request and offering an appropriate appointment. You can ask for help in three ways:

• Online: Fill out the form on our website or NHS App- Preferred method.
• On the Phone: Call the surgery on 01900 705750 and we can help complete this for you.
• Face-to-Face: Visit the surgery in person and we can help complete this for you.

No matter how you ask for an appointment, you will be asked the same questions. This helps the doctors know what you need and makes sure everyone is treated the same.
The surgery can then figure out who needs to see a doctor fast and who can wait a little longer. This way, you can get help more quickly!

Total Triage also keeps everyone safe and healthy, especially when many people need to see a doctor.
So, however, you reach out—online, phone, or in person—you help our surgery help you better

We are confident that the new way of requesting appointments will greatly improve the booking experience at the practice. Our team is dedicated to providing you with the highest quality care. This new system is a significant step towards achieving that goal.

Thank you for your continued trust and support. We look forward to serving you better with our new Total Triage System!

Published: Dec 30, 2024