Supporting patients to have their concerns listened to and heard
Through our regular engagement at a local community group, we heard from local people about the struggles they were having at a local GP practice when trying to book appointments to suit their needs and lifestyles. Adding that they were also unclear about the current booking systems at the surgery.
We presented this feedback to the surgery’s practice manager and suggested that a visit to the group by practice staff would be a good way for them to listen directly to the patient's concerns. This was agreed by the manager, and we set about arranging a meeting.
The meeting allowed GP staff to spend time explaining to patients their processes, such as how to book an appointment, how they decide how appointments are allocated and the timescales around this. They also explained what goes on behind the scenes at the surgery including additional tasks the team undertake during their working day. As a result, patients were able to gain a better understanding of the workings of the surgery and how the booking system works. The meeting also allowed patients to ask any unanswered questions they had.
The lady who runs the group said:
“it was very informative and now we have an understanding of how their system works”.
Another lady in the group when asked how she found the session said:
“over the moon and enjoyed it, very positive”.
What difference did this make?
The meeting proved to be a great success and because of our support, both patients and practice staff have benefited.
As a result of our support patients now have:
- Greater understanding of the existing appointment booking system and how it can be used to better suit their needs.
- Greater knowledge of who some of the staff at the surgery are and the roles they have, helping to build positive relationships.
- Ongoing links to share feedback with the surgery via the newly introduced quarterly listening sessions, set up by the GP surgery.
- Reassurance that the practice is proactively listening to their concerns and making changes where they can, to improve the patient experience.
The GP surgery now has a better understanding of some of the issues faced by its patients and will be able to continually work with patients to develop and improve the service they offer.
We look forward to popping in to see everyone at the quarterly meetings.
