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Thoreya Swage, a patient at Phoenix Surgery, shares the evolving dynamics of patient experiences. The shift from in-person to phone consultations, increased time with acute cases, and improved availability have reshaped the healthcare interactions. The outcomes of teleconsultations show a trend towards continuity and patient-centered care. With a rise in demand for immediate GP responses and named doctor requests, the system has become more efficient and patient-friendly. Feedback indicates a positive reception to the new system, emphasizing quicker services and reduced waiting times. Staff perspectives highlight enhanced doctor accessibility and teamwork, suggesting areas for further improvement. The evolving patient service model reflects a new era in healthcare delivery, addressing patient needs promptly and efficiently.
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Phoenix SurgeryNow what is it like to be a patient?Thoreya Swage, Patient Accessthoreya.swage@patient-access.org.uk
Big change is clearly GP consultations from mainly f2f to mainly phone (64%)
But also spending more time with acute patients, up from 48% to 66%
Urgent cases rise from 23% to 32% - result of better availability.
Tele cons outcomes: resolution rate down a little, but major change is that vast majority brought in see ME.
Continuity is seen as important in more cases, up from 31% to 35%
Reception demand: more asking for GP phone, fewer for nurse appointment
Timing of demand: not much change before and after. Spike at 8am suggests response times still slow.
Requests for a named doctor have risen from 52% to 78%. Because they can? Hope at last?
Requests for an appt now almost all same day – because they can be, no need to book ahead.
Where previously only 62% of callers were agreed clinician and date, it’s now 82%, and 90% get a GP
A staggering 95% of walk ins have gone. It is so easy to phone up now, there is no point. Pressure off reception
Duration of consultationsFrequency distribution/minutes(latest 4 weeks)
Patient Feedback • I think the new system is a much improved service for patients - very pleased! • This is a much quicker system for minor issues - previously it would have been a telephone lottery followed by a long wait in a packed waiting room • Phone call should be returned immediately - was waiting at home and could not go out • Very glad that you can speak to a doctor the same day and be referred for appt if needed • Excellent service - the best thing that ever happened • Less time sitting in the waiting room
Staff views What is happening now? • patients have easier access to doctors What should happen next? • Doctors to work together! • All Doctors to feel happy about the new system • Need more tele slots, really only works well when at least two doctors on duty
A new world – what could be better? • Dramatic effect on patient service • Patient expectations completely different • Will be seen today, no need to book ahead • Can have a choice of GP – like that • Unlikely to be turned away (but need to deal with this) • Still something of an 8am rush – need to work on response • Very interesting to see more GP work directed towards acute & urgent problems. • All patients seen as “appropriate” – staggering. • Patients brought in at just higher rate, much more likely to be same GP.
