You Said, We Did

"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

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: 16 July 2025
Page created: 20 January 2025