We are pleased to share an update on the work carried out across the surgery during April.
As you know, here at School Lane our aim is always to keep patients informed and reassured about the level of activity taking place, and the steps we are taking to meet demand and improve access as much as possible.
In April, the surgery received 6,894 incoming calls, alongside 4,666 online forms and requests submitted. While telephone demand reduced compared with March, online forms increased with nearly 1,000 additional online requests received during the month. This reflects the growing number of patients choosing to contact us online. This is also shown in the average wait time on the phones now being at 6 mins for the past two months.
The surgery provided 7,291 appointments during April. Although this was slightly lower than March, the reduction largely reflects the Easter period and fewer working days across the month.
The practice also issued 33,918 prescription items during April, highlighting the ongoing scale of work undertaken safely by both clinical and administrative staff behind the scenes every day!
One particularly encouraging area was patient feedback. Our Friends and Family Test score increased to 97%, demonstrating continued positive patient experience and reflecting the hard work of the whole team across all departments. Do we get everything right? No. And as a surgery we admit that. We do promise that we learn from any mistakes and look to improve as much as possible. We read every comment and take on board the feedback and look to change our approach where possible.
We did, unfortunately, see an increase in missed appointments (DNAs), rising from 205 in March to 257 in April. Every missed appointment is time that could have been offered to another patient needing care. We would kindly encourage patients to cancel appointments they no longer need wherever possible, including through the NHS App, via the website or by leaving a message or contacting reception. You can cancel an appointment 24 hrs a day and it only take a few moments. This helps keep wait times and appointments free for others.
We remain committed to improving access, maintaining safe care and being open about both the challenges and successes within modern general practice. Thank you to our patients for your continued support, patience and feedback.
