Drive down patient complaints with a modern phone system
Poor results and complaints are serious concerns for GP surgeries, whether about quality of care, staff or levels of communication. According to NHS Digital data, written complaints about GP surgeries totalled 72,356 in 2018/19 and the leading reason for these complaints (14.3%) was communication.
Similarly, the second largest group of surgery employees to file written complaints to their employers were administration staff, including receptionists. They accounted for 19,592 out of 74,832, equating to 26.2% of all complaints.
We think that is interesting. Receptionists and administration staff are the first port of call when a patient rings or visits a surgery.