We are aware that people are frustrated with how long it takes to get through on the phones and by our appointment system. We are always looking to improve things and we are considering a digital pathway to help patients access health care. There have been some comments made about the way we work and suggestion that our staff don’t want to see patients and are having an easy time of it. Every DNA (did not arrive) costs the NHS £108 “source www.england.nhs.uk” and is an appointment that we could have offered to another patient.
We would like to share some simple data with you based on searches we have done on our system software and is therefore accurate. In September our appointments and calls looked like this:
The total Face to Face appointments in September, was 2486, which is 36% of all appointments.
In addition to the time this takes, our team of highly qualified clinicians generate a great deal of admin that needs to be done and as such require protected time to follow up on results, arrange referrals and complete notes. We are very proud of all of the team at Long Lane Surgery no matter what their role is. Everyone works extremely hard to ensure we can provide quality care to as many patients as we can safely.
We politely ask that everyone remembers that we are here to help and we do our best to provide an excellent service at all times within the limitations of what is possible.