In December 2013 we started a trial of a new telephone call back system for patients.  We have received a lot of feedback from patients, and as a result of the views expressed by patients we are now reviewing the system.   The positive messages were from patients who found the system to be prompt and efficient.  The system works particularly well for follow up appointments and reviews, where the patient can check in with the doctor without having to attend.  Also medication reviews and updates are completed without the need to attend to see the doctor.  Many working people received the system well and welcomed not having to the take time off work to attend the surgery. 

However, the negative feedback was mainly around lack of choice, and the inflexibility of the system.  Patients experienced difficulty being available to receive calls if they were at work, in a public place or out of mobile telephone signal.  Patients also found it difficult to pre-book appointments and often for the elderly it proved difficult to arrange transport and for a carer to attend with them at short notice.  Many patients felt a barrier had been placed between them and their GP.   

As from next week (17 Feb 2014) we will be introducing a mixed system of telephone appointments and face to face appointments.  Patients will be given the choice.  We will be introducing a larger proportion of pre-bookable appointments, therefore assisting those who wish to make prior arrangements to attend the surgery. 

We value your feedback, and have listened to your views.  Hopefully the amended system will give the choice and flexibility patients have asked for.  Thank you for bearing with us during the change, please be assured we are doing all that we can to offer a good service to the community.

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