You Said, We Did

"You Said, We Did" Update for 2026

What you said How you told us What we did Outcome
Ongoing concern about phone wait times.    We have therefore implemented Andi, an AI bot that takes calls for GP appointments  instantly. It can deal with an unlimited amount of requests at any given time We are currently reviewing patient satisafction, but there has been around a 25% reduction in phone wait times

 

"You Said, We Did" Update for 2025

What you said How you told us What we did Outcome
The removal of the general 'template' in Anima it was making it harder for patients to submit requests Informal In trying to ensure only routine issues come via Anima after mid-morning, we had inadvertently made access harder for patients, we immediately switched this functionality back on  
Phone wait times could be long Informal Consistent work has seen wait times reduce by around 50% in six months leading to Nov 2025  

 

"You Said, We Did" Update for June to December 2024

What you said How you told us What we did  Outcome
Patients fed back they wanted improved
phone access
ease of contact
choice of appointment time and date improved website		 GPPS To implement Anima total traige and review website as part of this in September 2024.
The website was reviewed and benchmarked against a standard template		 Website action plan to be updated and implemented
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.  
You reported disatisfaction with being able to see your clinican of choice GPPS We implemeneted Anima and tried to match requests with clinicans and saw an 11% increase in satisfaction with this domain  
You also reported disatisfaction with being able to contact your practice GPPS We implemeneted Anima, which allows you to contact us online and saw an 8% increase in satisfaction with this domain  

"You Said, We Did" Update for January to May 2024

What you said How you told us What we did Outcome
There are some issues with the phone system and ability to book appointments Patient Participation Group (PPG) Designed a survey to use with patients to understand how best to implement the new total triage model  
That you want Anima updates to come through texts, websites and posters and would like the opportunity to sign up ASAP Specific Survey Built these communication methods into  project plan  
There was less conclusive support for being unable to book appointments in person. Most patients were 'unsure' Specific Survey Reviewed processes to allow nurse/HCA appointments to be offered and reception to us phlebotomy room if patients present  

Page last reviewed: 08 April 2026
Page created: 20 January 2025