Complaints and feedback

We value the feedback we receive from our patients and continually look for ways to improve our services. Below are some examples of changes we have made in response to patient feedback and to enhance the patient experience.

Practice Website (2023)

Our practice website was redesigned and updated to improve access to information and services. The new website offers clearer signposting to the most commonly used services, increased opportunities for patients to communicate with the practice digitally, and easier access to online forms, registration and other self-service options.

Why: Patients told us the previous website was difficult to navigate, information could be hard to find, and many services still required contacting the practice directly. The redesign aimed to make information easier to access and enable patients to complete more tasks online at a time convenient to them.

Appointment Booking (2024)

We introduced self-booking through secure text message links, making it easier for patients to access a range of services without needing to telephone the practice. Patients can now book appointments for telephone calls to discuss test results, chronic disease management reviews, seasonal flu vaccinations and other appropriate appointments.

Why: Patients told us they wanted greater flexibility and found it frustrating to telephone the practice simply to arrange suitable appointments. By introducing self-booking, many routine appointments can now be arranged without contacting reception, reducing the number of incoming telephone calls and helping to shorten queue times for patients who do need to speak to a member of the team.

Telephone System (2025)

We introduced a new telephone system with a call-back feature, helping to reduce the need to wait on hold. The system also provides detailed historic reporting together with a live call board, enabling the practice to monitor demand in real time and respond more effectively to periods of high call volume.

Why: Patients consistently told us that waiting on hold was one of their biggest frustrations. Our previous telephone system provided very limited management information, making it difficult to understand how many patients were queuing, how long they were waiting or when demand was at its highest. The new system allows patients to request a call-back rather than remain on hold, while giving the practice access to comprehensive historic reports and a live call board. This enables us to monitor call demand instantly, identify emerging issues as they happen, deploy staff where they are needed most and use the data to continually improve access to our services.

Registration Process (2025)

New patients can now register online via our practice website, removing the need to visit the practice to collect paper forms. Patients can also complete their new patient health questionnaire electronically through a secure link sent by text message, although paper forms remain available if preferred. Introducing the digital health questionnaire has streamlined the registration process, enabling the practice to process new patient registrations approximately 50% faster than the previous paper-based method.

Why: Patients requested a simpler and more convenient registration process that could be completed from home without needing to visit the surgery. Moving to a digital registration process has made it easier for patients to join the practice while significantly reducing administration time, allowing registrations to be processed more quickly and enabling patients to access our services sooner.

Electronic Prescribing (2025)

We were early adopters of electronic prescribing to improve the way prescriptions are managed and tracked. This has enhanced prescription auditing while also improving the patient journey by reducing the number of visits to the practice and making the process from ordering to collecting medication more convenient.

Why: Patients wanted a quicker and more convenient prescription service. Electronic prescribing reduces paperwork, improves prescription tracking and helps make the prescribing process more efficient for both patients and staff.

Self Check-in Screen (2026)

The Welsh language wording on our self check-in screen was reviewed and updated to ensure consistency and improve accessibility for Welsh-speaking patients.

Why: We received feedback that some of the Welsh wording could be clearer and wanted to ensure our services are accessible, inclusive and welcoming for both Welsh and English-speaking patients.

Working Towards a Greener Practice (2026)

We are committed to reducing our environmental impact and are currently on track to reduce our printing by 36%. This has been achieved by replacing paper-based processes with digital alternatives wherever possible, including sending text messages instead of letters, introducing electronic questionnaires, expanding online services and using electronic prescriptions instead of printed copies.

Why: A patient commented on the significant amount of paper used within the practice despite General Practice increasingly moving towards "paper-light" working. We reviewed our processes to identify where paper could be reduced without compromising patient care. By embracing digital communication and electronic processes where appropriate, we have significantly reduced printing, improved efficiency, reduced costs and lessened our environmental impact, while still ensuring paper-based options remain available for patients who need or prefer them.

Reviewing Our Processes (Ongoing)

We continually review and improve our practice processes to ensure we provide the best possible service. This is an ongoing commitment, and patient feedback plays a vital role in helping us identify areas for improvement. We listen, review and make changes wherever possible to better meet the needs of our patients.

Why: Patient needs and healthcare services continually evolve. Regularly reviewing our processes helps ensure we continue to provide safe, efficient and patient-centred care while responding to the changing needs of our community.

Staff Learning and Development (Ongoing)

We review all patient feedback relating to staff interactions. Where appropriate, this has led to additional training, coaching and support to help improve communication, customer service and the overall patient experience. We believe in using feedback constructively to continually develop our team and maintain high standards of care.

Why: We recognise that every patient interaction matters. Learning from compliments, concerns and complaints helps us identify learning opportunities, support our staff and continually improve the service we provide. We are committed to fostering a culture of continuous improvement where patient feedback directly influences how we develop our team and enhance the patient experience.