Phoenix SurgeryNow what is it like to be a patient?
Thoreya Swage, Patient [email protected]
Tele cons outcomes: resolution rate down a little, but major change is that vast majority brought in see ME.
Timing of demand: not much change before and after. Spike at 8am suggests response times still slow.
A staggering 95% of walk ins have gone. It is so easy to phone up now, there is no point. Pressure off reception
Patient Feedback
• I think the new system is a much improved service for patients - very pleased!
• This is a much quicker system for minor issues - previously it would have been a telephone lottery followed by a long wait in a packed waiting room
• Phone call should be returned immediately - was waiting at home and could not go out
• Very glad that you can speak to a doctor the same day and be referred for appt if needed
• Excellent service - the best thing that ever happened• Less time sitting in the waiting room
Staff views
What is happening now?• patients have easier access to doctorsWhat should happen next?• Doctors to work together!• All Doctors to feel happy about the new
system• Need more tele slots, really only works well
when at least two doctors on duty
A new world – what could be better?
• Dramatic effect on patient service• Patient expectations completely different
– Will be seen today, no need to book ahead– Can have a choice of GP – like that– Unlikely to be turned away (but need to deal with this)– Still something of an 8am rush – need to work on response
• Very interesting to see more GP work directed towards acute & urgent problems.
• All patients seen as “appropriate” – staggering.• Patients brought in at just higher rate, much more likely to
be same GP.
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