Each year a random selection of patient’s registered at our practices may receive a GP patient survey to complete.
The GP Patient Survey assesses patients’ experience of healthcare services provided by GP practices, including experience of access, making appointments, the quality of care received from healthcare professionals, patients’ health, and experience of NHS services when their GP practice is closed.
The survey is carried out in January each year and the results published July time. Therefore, all our results are based on your experience at the beginning of the year.
We have analysed the feedback across all our practices, and we have considered this to be below our acceptable standard, and we would like to reassure all our patients that we take the results of our survey very seriously and continuously work to make improvements across all our practices.
Prior to this survey we had already recognised the difficulty that patients were experiencing with our previous appointment system, and we carried out our own internal patient satisfaction survey which reported high levels of dissatisfaction accessing an appointment.
As a result of this survey, we have used your feedback and worked with patient groups to implement AllianceCare which went live in April 2023. Patients and Voluntary Organisations such as Healthwatch have been involved in the evolution of AllianceCare from an idea to development and testing phase.
Patients are no longer asked to ring back at 8am. There are no longer lengthy telephone queues. AllianceCare is a digital triage system that identifies how soon patients need to be seen based on clinical urgency and not on a “first come, first served basis”.
This is not only an appointment system it can be used for many other things such as prescriptions/fitnotes, nurse appointments and much more.
If you have not yet tried and tested AllianceCare, you can do this from the comfort of your own home by clicking on https://access.klinik.co.uk/contact/alliance-care
If you are unable to access this from home, you still have the option of coming into the surgery or telephoning the practice.
Since the implementation of Alliancecare we have seen an increased patient satisfaction rate of 74% patients rating this either excellent or good.
The practice will continue to work through the results of the survey and work with patient groups and staff to address any issues.
If you are interested in being part of our Patient Participation Group and working with our Practices to improve access, please contact me directly [email protected]