SURVEY ABOUT OUR NEW APPOINTMENTS SYSTEM: FEEDBACK

Thank you to all those patients who took the time to complete a survey about our new appointments system.

104 surveys were completed. Over half of respondents had experienced the new triage system. All of those patients were very positive.

Some of the comments made are as follows:

"Fabulous - duty doctor rang me and my own doctor, Dr Codlin rang me later on too even though I knew she had finished for the day. Beyond the call of duty and so much appreciated."

"I am happy with the whole service which both Len Valley practices provide. I also understand that unfortunately due to time restrictions and availability appointments with your choice of doctor much be unattainable. But I feel if you are ill any doctor is a God send."

"I am very pleased with the excellent service provided by Len Valley Practice. It is an outstanding example of good practice. I particularly value the early / late appointments system."

"A prompt response and not rushed during the phone call."

"Got good advice and saved a journey to the surgery."

"I am happy with all aspects of the LVP. It is an exceptionally good service."

Advance Booking (up to 6 weeks ahead)

Of the 75 patients who tried to book an appointment in advance, most said that the waiting time was fine. Most patients also got to see the doctor of their choice.

Book on the Day Appointments

The majority of patients said they got an appointment. Of those who didn’t get one, some said it was because all the appointments had gone. We hope that these patients did or will try our triage system - All patients with an urgent need are seen on the day. If there are no routine appointments available, the doctors (or nurse practitioner) will assess the problem on the telephone. They will give advice, prescribe medication, or arrange an appointment at the surgery.

Some patients said they couldn’t get through on the telephone. We have all our available lines manned between 8.30 and 9am – our busiest time. If patients can’t get through at that time, they should be assured that if they call a little later, the phone lines will be less busy and a triage call can be arranged should all routine appointments be taken.

15% said that they didn’t get an appointment because they wanted a specific doctor, who was not in surgery that particular day.

We are pleased to see these results. However, there is always room for improvement and we regularly review the appointments system, so we welcome your feedback at any time.