We really value comments from our patients, whether it’s through the Patient Participation Group, Friends and Family, Online, In Person or Written Feedback.
Below are examples of feedback that we have received and that we have been able to action, to result in a better service for all patients.
You Said:
It would be helpful to have a suggestions box for patients.
We Did:
We have made the Friends & Family box on front reception a Friends & Family feedback and suggestions box.
You Said:
There should be more ways to book appointments, so that patients don’t have to always phone reception.
We Did:
We have made more appointments available online via online services and enabled patients to be sent text messages with appointment booking links.
You Said:
The screens in the upstairs and downstairs waiting rooms should show posters and videos.
We Did:
We installed a working TV screen in the downstairs waiting room, meaning there is now a screen either side of reception and one upstairs. We have also enabled new software on the screens which allows posters and videos to be shown. It also allows patients to be called to a consultation room for their appointment.
You Said:
The NHS App and online services can be difficult to navigate.
We Did:
We added links to help pages on the Practice website for the NHS App and online services. We also booked an NHS App drop-in session for patients to discuss issues. This will be hosted by the Partner’s Health Digital Inclusion Coordinators on 28th May 2025.
You Said:
There should be more information related to travel vaccination appointments.
We Did:
We added additional information regarding the travel vaccination/appointment process to the website and a poster has been added to the call screens in the waiting rooms.
You Said:
Text messages do not say if upcoming appointments are face to face or telephone appointments.
We Did:
We amended the appointment reminder text template to specify if the appointment is face to face or telephone.
You Said:
It would be useful to know that appointments with a First Contact Practitioner will only provide advice and they do not provide hands on physio treatment.
We Did:
We added a link to the FCP appointment reminder text message that gives patients information on what will and will not be available during an appointment.
You Said:
When patients contact the Practice with a query regarding external services, for example depression/mental health they should be provided useful information.
We Did:
Updated contact information on relevant text message templates that can be sent to patients when needed.