Proposed changes to our appointment system – Feedback responses

As we begin to collate feedback on the proposed changes, we will update this page frequently with any answers to questions or concerns that our patients may have.

29th April 2025

• Concern that information could be missed out

Patients will submit their own request via the digital platform, writing in their own words answers to the following prompts on the form:

1. Please describe the medical problem
2. How long has this been going on for? Is it getting better or worse? (including the facility to attach a photo).
3. Have you tried anything to help?
4. Is there anything you are particularly worried about?
5. How would you like us to help?
6. Please tell us the best times to contact you
7. First name
8. Last name
9. Date of birth
10. Post code
11. Phone number
12. Option to verify using a text

Should a patient struggle with the online form, not have access to the internet – they can ring our reception team and they will complete the form for them over the telephone.

• It may help if care companies that go to people’s house where aware of the system cos it would help them request to speak to a doctor by them ringing the elderly patients back instead of them struggling to get through on the phone

We unfortunately don’t have a way of knowing which care companies a patient may use, however for those without a mobile, a letter will be sent outlining the system and we would request that the patient make it known to their carer that this option is available to them.

Care homes will be made aware of this facility also.

• The only problem I’ve encountered is that when queries are directed to pharmacist, there is a very long wait for an appt. On occasions I’ve not been notified of when appt is with nurse, HCA, pharmacist etc. That means that I’ve missed telephone calls. That goes down as a failed encounter. I know that you’re very busy, but can we please receive a text when an appt like that has been made?

We will definitely confirm that an appointment has been made via text message, our appointment reminders are switched on and we ask that patients ensure they have given consent to receive these reminders.

• Only if anything is quite Urgent but not enough to call 999. I assume you can make this clear in your message to the GP and this will be taken into consideration.

There is a warning before a patient enters onto the digital tool, that if there are any red flag warnings, they need to seek urgent care from A&E.  When these requests come through to our inbox, they will be looked at the same day and they can be flagged as “urgent” by our team so that our GP is aware of the urgent nature of the query.

Patients are welcome to call instead if they believe their medical issue is of an urgent nature.

• If I have any problems I would appreciate being able to make an appointment I don’t think a person sat at a desk is capable or trained to decide whether I need to see a doctor they don’t have access to my private notes

The person triaging your request will be a medical professional, specifically a GP, not a receptionist.  They will ascertain whether or not you need to see a GP, or another member of the clinical team (pharmacist, physiotherapist etc.).

• I’m too old for change

We completely understand the hesitation around digital tools, and we under no circumstances want to create any barriers regarding accessing our services.  Therefore if you have trouble accessing the form, or do not have access to the internet, our receptionists are happy to fill the form out for you over the telephone, where it will be then triaged by a GP.

• I absolutely do not want nor feel I can or should have to use a computerised system such as this to book an appointment or speak to someone for medical advice or help. It’s moving the doctors yet another step further away from us as patients. Another barrier or hurdle to navigate for help.

We understand that transitioning to a computerised system can feel like a significant change, and we appreciate your feedback.

Our aim with the total triage system is to enhance the efficiency of our services and ensure that patients receive the most appropriate care as quickly as possible.

We recognise that not everyone is comfortable with using digital systems, and we want to assure you that we are committed to maintaining accessibility for all our patients.

For those who prefer not to use the online system, or are unable to, we will continue to offer alternative methods of booking appointments, such as via the telephone.  Our reception team will be able to fill the form out for you over the telephone.

We value the relationship between doctors and patients, and we are determined to ensuring that this change does not create barriers, but rather improves the overall experience and care patients receive.

• Can you scrap it and employ another receptionist and GP to be able to answer the phone and book more appointments for poorly people who may not feel well enough to figure out and navigate an online system.

As we have finite funding, we cannot simply hire another GP, and another receptionist, to do this work for us.  Primary care is chronically underfunded, and our ICB and NHS England are cutting costs more every year.

With the increased national minimum wage and insurance contributions, we have seen our costs rise significantly this year alone.

This digital tool should significantly reduce 8am rush on the telephone and help open access to the surgery using a different avenue.

• I am concerned i will miss any call backs as it is not always possible i can answer.  I hope a voicemail will be left

We will always try to call the patient back if they miss a call, and we send a text if we are unable to get through to them asking them to contact us back.  We also leave voicemails when the facility is available.

• If the request is urgent, will a phone call be returned urgently

If you request is so urgent cannot wait, we would not recommend calling the surgery – this type of emergency needs emergency care and we are not an emergency service.

However, with acute/same day/urgent requests, it will take the same amount of time as it does currently to assess and give you a call back.

• Who passes on the request to the GP’s- will they be held accountable.

The requests will come through directly to an inbox for the GP’s.  They will be the ones looking at these requests and triaging them.  They will then let reception know any outcomes (e.g. book an appointment with a GP) and they will contact the patient directly.

These requests do not come through via email, but to a specific application called accuRx and are seen on there.

These can be marked as urgent by our doctors and/or receptionists.

• Will the website crash when everyone tries to access it in the morning

The website will not crash when everyone tries to access it, we have have assurance from our website provider and have been handling significantly increased traffic lately with no issues at all

1st May 2025

• What about emergency same day appointments are these treated in the same way.

Same day appointments can be submitted via the website, or via telephone patients do have that choice.  Acute/same day appointments will be flagged if they are submitted via our triage tool so our doctors are aware they are same day requests.

• How will long term conditions be managed. For instance if you need to get a message to a particular doctor.

Long term conditions (such as chronic diseases) will be managed the same, if you need to get a message to a particular doctor you have the option of using the triage tool and we can send this directly to the doctor in question, or you can call and leave a message and we will send a message to that doctor.

• Can nurse appointments be booked directly this way or do they have to go through triage.

Nurse appointments can be requested this way, and a link via text can be sent to book, they will not need to go via triage.  Alternatively, you can call the reception team to book a nurse appointment.

• Are you doing this to push everybody who wants a same day appointment to an already stretched walk in centre or worse case A&E

This is not the reason we are doing this.  The reasons we are doing it are outlined on our initial post here: Proposed changes to our appointment system 1st July 2025 « Highfield Surgery

• How do you monitor performance currently?

We monitor our performance using the online friends and family test, feedback from patients and assessing the wait time for routine GP appointments compared to the amount of GP’s that we can afford to employ.

• How are you going to demonstrate that this new procedure has improved your customer service?

We will be assessing as we going along the wait time for appointments, if this is reduced and that our patients are getting the right care at the right time.  We understand there may be teething issues and we are willing to work with our patients by getting feedback so we can adjust to ensure it runs smoothly, and is beneficial.

• How are you going to respond to your patients – by phone or e-mail? You really need to ensure you have everyone’s phone number.

We will respond to our patients via phone primarily, by either calling them or if they consent, via text message.  We contact our patients if they do not have a contact telephone number in our record to ask that they update their information with us so we can contact them in a timely manner.

Our receptionists are aware when a patient calls to ask for an updated number if it does not match the number that we hold on our records.

5th May 2025

• Will you be using AI technology with this new system?

No we will not be using AI technology, we will be using a system called “AccuRx” which differs from what others may be using (PATCHES).  AccuRx allows you to type in exactly what you need to say.  To have a look and access the link now please see click here: online triage

• How long will it take to respond to a patient?

If your request is submitted before 5.30pm we will respond the same day, after that we will respond the day after.