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