We regularly review patient comments, suggestions, complaints and survey results and try to deliver services that meet the needs of all our patients.
| You said… | We did… |
|---|---|
| “We have difficulty getting through on the phone in the morning to book appointments and query results” | We promote Online Access which is available online 24/7. We also promote the NHS GP app. Online appointments are available to book 24 hours a day / 7 days a week. You can manage appointments, submit repeat prescription requests, check referrals and hospital appointments much easier with online access or the NHS App. We also have the digital triage service so patients or carers can put in requests and have them processed without waiting on the phone. We advertise and request patients to use the out of hours service (111) rather than wait all night to contact the surgery. |
| “When can I pick up my prescription?” | We have increased the number of patients using the Electronic Prescription Service. We request that repeat prescriptions are submitted with 48 hours notice. We use the Electronic Prescription Service, so we can send your prescription directly to your pharmacist. Please arrange this service with them. We have the NHS App and Online Access that allow you to submit and check the progress of the repeat prescription at any time day or night. |
| “Why do the receptionists or digital triage keep asking me about the reason for my appointment?” | We would like to direct you to the most appropriate clinician. We have many types of clinicians so providing information allows us to direct you to the most appropriate clinician; such as a nurse for long term conditions, a midwife for a pregnancy, the doctor for cancer review and the phlebotomist for a blood sample. We can also direct you to a pharmacy that may be able to deal with your issue, or signpost to community services that may be able to help. Not everything requires a doctor and as we use our resources better patients gain better access to healthcare. |
| “I’m busy and only have the evenings and weekends free for appointments” | We have 2 Sutton Hubs that offer GP and nurse appointments form 6:30pm – 8pm on weekdays and 8am to 8pm on weekends. Patients can call 0333 332 6570 from 9am to 8pm to book an appointment at the hub. |
| “Why do you keep sending me reminders to come in for reviews or blood tests” | We take our part in looking after our patients seriously. We call patients in for reviews and blood tests to check how they are managing their conditions and ensuring the medicine they take is appropriate. We will continue to call patients in for review until they attend. It’s our way of wanting to look after you. Please attend your reviews when invited. |
| ” I can’t use online services or digital triage why do you keep asking to use these…” | Our society is becoming more and more digital; banks, councils, HMRC and most utility companies are using apps and digital channels. We support our patients by allowing them to access our services with digital services that are available, even when the surgery is closed. If they are unable to use these channels we encourage them to look at their care network (family, friends, neighbors, etc) that can help them use these channels and support them when needed. If a patient does not have a care network, we can refer to them to our social prescriber who can help build a care network using community services to ensure that our patients have a care network that is suitable for them and allows them to get the most out of our services. If you would like a referral to a social prescriber to help build a social network, please call reception or complete the triage at: https://florey.accurx.com/p/H85683 |