As many of you know, we introduced an online triage system earlier this year. To understand your experience, we recently conducted a patient survey, with 708 patients responding. We are really grateful for the feedback and we wanted to take this opportunity to share with you some of the results and subsequent changes to our system.
Here’s what we learned:
- Around 75% of our patients are now using the online request form.
- Of those, 70% told us they would use the form again.
- Many patients told us the form feels lengthy and repetitive at times, but the majority reported that it has improved their access to care.
- Over half were satisfied or very satisfied with the outcome of their request.
- Patients who are still using the phones are experiencing longer waits at peak times due to the length of time taken to complete the triage form.
- 29% of patients who had called the surgery would consider using the online form in the future -their main challenge was that the form wasn’t available to use.
For those unable to use the internet, our phone lines remain open. However, with our move towards a full triage approach (rather than “first come, first served”), our Patient Service Team needs to gather more information from you during calls. This has meant that although the number of calls we receive has reduced, the length of calls has increased. As a result, waiting times during busy periods have not reduced as much as we would like. As we review our processes and more patients become aware of the forms, we anticipate that these wait times will reduce.
So, what is changing from 1st October?
- Forms will be open from 8am – 6.30pm. Please only submit one medical request form per health issue, and only one per day.
- Please continue to put as much information about your health concerns on the form to enable your form to be triaged appropriately. Please also state your availability for an appointment -this will help our booking team. Where possible we will try to work around your other commitments, although this may not always be possible.
- We will aim to triage all requests on the same day and get back to you with next steps – please be available to take a call or respond to a text message.
- Some patients may be offered appointments 2–3 weeks ahead, depending on the urgency and type of need. If this is the case, you will be informed and contacted within a week to book an appointment (this may be via text, call or using a self-book link).
- The information collected in the form allows our GP-led triage team to make sure you get the right care, with the right person, at the right time. This may not always be a GP, but another skilled member of our team.
We kindly ask that patients respect the clinical triage decisions made. We fully understand that sometimes you may need reassurance, and if your condition worsens, or if you disagree with the outcome, please let us know so that we can review your request.
We are also looking at ways to streamline the online form to make it simpler and less repetitive in response to patient feedback. More updates on this will follow.
We are proud of the progress we have made so far, and want to reassure you that we are continuing to work hard behind the scenes to improve how you access care. Thank you for your patience and support as we move into this next phase.
The Lion Health Team.