We recently made a decision to try to improve the experience of our patients by changing the way we do things within our GP practice. We felt this would help patients have quicker access to us over the telephone. We also believed that this would help us to improve the way we process things such as test results or referrals to other services.
The decision we made was due to rising demand, increasing costs and tight budgets that face the NHS and general practice. With that in mind we decided to work with two other GP practices to merge our clerical and administrative teams. This meant that all non-clinical functions such as administration, secretarial, prescriptions, where telephones are answered plus the managerial support work would be conducted away from the surgery building.
We now want to hold our hands up and say that despite our best intentions the new ways of working didn’t go as planned.
We’ve listened to the feedback and concerns raised by our patients and our staff and as a result we will be going back to the system we had in place. Providing the best possible experience to our patients is very important to us. We hope that we can go back to providing a service that you have come to expect from us.
We hope that you understand that the decision we made was with your best interests in mind but we realise now that this hasn’t worked out. We hope you accept our apology and that we can continue to provide the care you expect from us. In the meantime please do bear with us as we look to have all our systems in place.
We always welcome feedback and when we get things wrong, we want you to be confident we will listen to you. We hope our decision to reverse our changes based on your feedback proves this. If you have any suggestions or ideas that could help your GP practice please do get in touch with us.