What area of the 2025 GP Patient Survey did the practice identify for improvement – January to March 2025

• Telephone Access – 40% find it easy to get through to the practice – ICS and national average 53% 
• Contact with the Practice – 32% find it easy to contact the Practice – ICS -50%, national 51% 
• NHS App – 32% find it easy to contact the Practice using the NHS App – ICS 47%, national 49% 
• Helpfulness of receptionists – 63% find the reception and admin team helpful – ICS 81%, national 83%
• See or speak to preferred Healthcare professional – 31% Practice, ICS 36% and national 40% 
• Overall experience – 62% describe overall experience as good – ICS 73% and national 75% 

Practice Survey – May 2025

• Telephone access – 55% satisfied 
• Confidence in using online Apps and Website – 57.90%
• Satisfaction with accessing services from the Practice – 48.42%
• Overall experience – 74.74%
   

Date discussed at Practice meeting Date practice had discussion with the PPG

• 6 August 2025 
• 25 September 2025 

Recommendations from discussion with the PPG

Reviewed action plan from 2024 as follows:

• Streamline the telephone system using data to reduce reliance on calls, allowing easier access for those less comfortable with technology.
• Increase digital literacy support by expanding our digital hubs from monthly to weekly, helping patients manage their health online.
• Review recorded telephone conversations for training and improvement.
• Provide customer service training for Care Navigators.
• Station Care Navigators in the waiting area to engage with patients and provide digital assistance.

Noted these have not really been given the chance to be embedded. Agreed to continue as above and review in 2026. Other recommendations as follows:

• Designated parking space for vulnerable patients 
• Produce Carers’ information pack with named Carers champions 
• Upgrade the patients toilets 

What actions has the practice agreed take

By April 2026, the Practice aims to achieve the following improvements:

• Improve ease of contacting the practice and telephone access. By reviewing and amending the telephone prompt system to better signpost patients to appropriate services, enabling simpler access for patients less able or confident in using digital tools, while reducing unnecessary call demand.
• Increase patient confidence and use of digital access routes. By expanding Digital Hub support sessions from monthly to weekly, providing hands-on assistance with the NHS App, online consultations, and repeat prescriptions.
• Improve patient perception of reception and admin helpfulness. Through a structured programme of call listening, shared learning, and ongoing customer service training for Care Navigators, focusing on communication, empathy, and consistency.
• Improve overall patient experience and access equity. By addressing identified access barriers, reducing digital exclusion, and ensuring reasonable adjustments for vulnerable patient groups.
• Improve Carer support. By developing a Carers’ Information Pack, including clear signposting to support services and named Carers’ Champions within the Practice.
• Promote continuity of care. By actively promoting continuity with a preferred healthcare professional where clinically appropriate, and improving patient understanding of booking options.
• Promote digital access to underrepresented patients. By directly targeting patients without current digital access (baseline: 4,527 patients) and supporting them to register and engage with digital services, with an aim to reduce this number to 2,263 patients.
• Improve practice environment (subject to ICB approval/funding). Upgrade patient toilets to improve dignity, accessibility, and patient experience.

How will the practice know the improvement has been achieved

• Access: Improved GP Patient Survey scores for telephone access and ease of contact; reduced call waiting times
• Digital: Increased NHS App use and online contacts; weekly Digital Hubs well attended
• Reception: Improved reception helpfulness scores; completed call listening and Care Navigator training
• Experience and equity: Improved overall experience scores; reduced access-related complaints; reasonable adjustments evidenced
• Carers: Carers’ Information Pack in place; named Carers’ Champions; increased carers identified
• Continuity: Improved ability to see or speak to a preferred clinician where appropriate
• Digital inclusion: Patients without digital access reduced from 4,527 to 2,263
• Environment (subject to funding): Patient toilet upgrade completed with improved feedback

Indicative a date practice expects the improvement will be achieved

• April 2026