We are pleased to share an update on the work carried out across the surgery during March. 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.
March was another busy month, with clear increases in several key areas of patient care and service delivery.
We handled 8,207 incoming phone calls, an increase of 598 compared to February. This reflects the continued high demand for our services and shows that more patients are reaching us when they need support. Despite this, we have worked hard to manage demand efficiently, with our average phone wait time improving to 6 minutes, down from 9 minutes in February.
In terms of appointments, we provided 8,289 appointments, which is slightly lower than February. However, this has been balanced by a more targeted and appropriate use of appointments to ensure patients are seen in the most effective way. We also saw a significant increase in digital access, with 3,686 online forms submitted, up by 1,544 from February. This demonstrates that more patients are using online services to contact us, helping to improve convenience and streamline access to care.
Our clinicians and team issued 35,735 prescription items, a substantial rise of 3,686, highlighting the continued high level of clinical activity and ongoing care being delivered behind the scenes. Missed appointments (Did Not Attend) increased to 205, up by 31. While we understand that circumstances can change, we kindly remind patients that cancelling appointments when they are no longer needed helps us offer those slots to others more quickly.
Finally, we are proud to report that our Friends & Family Test score remains at 95%, showing that the vast majority of patients would recommend the surgery. This consistent feedback is very important to us and reflects the dedication of our whole team. 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.
These figures highlight the scale of work being undertaken every day. We continue to adapt and improve how we deliver services, making the best use of both telephone and online systems to ensure patients can access care in the way that suits them best. We appreciate your patience and support as we manage increasing demand, and we remain committed to providing safe, timely, and high-quality care to all our patients.
