You said we did – May 2023

We're listening to your feedback

You've been giving us your feedback on your care and treatment. You told us:

1. You fed back that you didn't get a phone call from a GP when booked for a tele consult.
2. You fed back that referral times for physio were too long.
3. You fed back that you were referred by reception to the Pharmacy but then the Pharmacist referred you back to the GP.
4. You fed back that you were booked for a COVID vaccine, then told you were ineligible then booked in again.

We're listening and this is what we are doing:

1. After raising it with the team we found that some calls to mobile go straight to voicemail if reception is bad. Reception have now been asked to ask patients for a landline for the GP to ring back on.
2. The Business-Practice Manager has raised this with the Physio's Manager at Viaduct to see if we can get the Physio to come on site 50% more that they have previously.
3. We have raised this in our PCN meeting and to the wider teams as everyone is experiencing this issue. We continue to work on tightening up these referrals.
4. There have been found to be some anomalies in the search criteria given to us by Ardens. The Business-Practice Manager has scheduled a meeting with them to sort it out so this doesn't occur in future.

Having your say helps to improve care for everyone so please keep putting us to the test by giving us your feedback each time you use our services.

Download the May feedback poster