Appointment Trial update

In September the practice implemented the next stage of its trial regarding appointments. The trial ran for 8 weeks from the 16th of September. Initial feedback and results have been encouraging and consequently the project has been extended further until January 16th in order to implement some learning from the 1st 8 weeks, and to also stress test the appointment schedule during the busiest time of the year. Key points from the 1st 8 weeks of the trial are noted below….

  1. Call wait times to get connected to a patient advisor between 8am-9am reduced by 46% on average.
  2. 99% of patients requesting a routine GP/ANP (Advanced Nurse Practitioner) appointment within 4 weeks were met.
  3. 100% of patients requiring on the day care from a GP/ANP were met where appropriate.
  4. 14 patients who used the pre-booking service did not attend their appointments.
  5. On average Face to Face GP appointments increased by 20%.
  6. The number of engaged calls to the practice compared to last year reduced by 14,400 to 679.
  7. Complaints regarding access to services reduced by 85% vs last year.

The practice would welcome any further feedback from patients about the changes, and as such a patient survey will be available to complete on-line in January 2025 when the trial is concluded. If patients have any feedback they wish to share about the trial before then, please e-mail [email protected]

Thank you.