Patient Collaboration: Access Improvement Programme

Access to Appointments is one such improvement area that has already been highlighted by our patients - via surveys, correspondence and online feedback. In response to this, we established an Access Improvement Programme, lead by one of our GP Partners with support from senior managers.

As part of our Patient Survey: 'Extended Access to GP Services' we asked patients to sign up to take part in this quality improvement programme, to which over 700 patients came forward. We selected a random sample of approximately 50 people to engage with us and co-design our Access Improvement Plan. We will publish an update of our progress in three months’ time.

> An improved phone system with a Virtual Queuing function which is due to go live at the end of April;

> Replacing the E-Consult system with Anima, a more patient friendly version early in May;

> Providing patients with more specific time when waiting for a call-back;

> Increasing the ability to book appointments on line and in advance, and the extension of the Digital Ambassador roles to support people with their digital access;

> Site Improvement Plans – upgrading the facilities at each surgery to make the buildings more welcoming for patients;

> We will continue to engage our patients in road-testing and advising us on continuous improvements to these new systems