vPPG

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Thank you for your patience with regards to the results of the previous survey conducted in September regarding access to the GP services and the new triage system.  The triage system is in line with NHS England plan to restore primary care access. 

We had a great response with our last survey with 24 patients participating! 

Please find the results summarised below. 

-75% of patients who answered felt that they were aware of the changes to the practice prior to the start of e-consultation triage 

-There was a range of ease across the surveyed population with regards to usage of the triage, with 50% of patients finding it relatively easy and simple to use

-60% of patients questioned required assistance with the triage

-Those who had assistance had help from relatives, the reception team and occasionally the doctor

-60% felt that their request was filled to some capacity

-50% of the vPPG found the e-triage confusing and complicated

Unfortunately as all practices across the UK will require an electronic triage system we will not be able to resort back to telephone triage alone. We understand that change can sometimes be difficult and an electronic system can on occasion be felt to be a barrier to access. However we hope that with some additional help and changes most patients should be able to use the electronic triage system to access appointments leaving the phone lines free for patients who are struggling, such as our elderly patients or patients with communication issues. 

Some of your suggestions have been fantastic and we have produced an information leaflet and step by step guide on how to fill in the online request form which is in reception and can be found here: Patient Guide to Sending Requests! – The Nechells Practice (digipractice.org)

We agree with some of your responses that it will take time to assess the triage fully and to consider any additional changes and will need to review this process again. We would like to thank you for your participation and suggestions and we look forward to another vPPG in January 2024.