12/10
2021
Patient survey highlights the importance of an effective phone system
Posted by James Hooker on 12/10 at 10:00 AM Cloud hosted telephone systems, Healthcare,
Patient survey highlights the importance of an effective phone system

There is nothing like a patient survey for keeping GP surgeries on their toes. However, the latest set of results from the GP Patient Survey has shown East Cornwall surgeries in a very positive light.


More than 850,000 patients in England completed the national survey revealing that East Cornwall has some of the best surgeries in the country. Quay Lane Surgery was the third best practice in Cornwall putting them in the top 2% of practices in England. Quay Lane Surgery is a customer of ours, so well done to them!


Part of the criteria for scoring surgeries is the percentage of patients who find it easy to get through to their GP surgery on the phone. For Quay Lane, 100% said they found it easy compared to a national average of 68% and local average of 73%. Although one nearby surgery came in at just 30%. That’s a lot of disgruntled patients!


This is very satisfying for us to see. We want our GP surgery customers to be highly rated for this part of the survey. It means we are doing a good job providing these surgeries the communications tools they need to enable their patients to contact them when they need to.


Bear in mind that these results came off the back of a year dominated by COVID-19 when patients were generally discouraged from attending surgeries in person so were calling in large numbers because they were worried about the virus or wanted to know more about vaccinations.


The rise in telephone appointments - up from 10% in 2020 to 47% in 2021 - is indicative of how general practice had changed to cope with the pandemic. In comparison, in-practice appointments dropped from 85% to 48% in the same period.


We have written multiple blogs about the telephony technology we use to help GP surgeries cope with extra incoming and outgoing call volumes - How can a modern phone system help GP surgeries lighten the load? - is a recent example, but is it just about the hardware and voice services or can the provider they choose make a difference? We think so!


We use our expertise in the telephony and healthcare market to truly understand the requirements of GP surgeries and give them no-nonsense advice on what they really need. Cheaper alternatives may be appealing from a budgetary point of view, but if the solution isn’t up to the task and leads to patient complaints, then it’s not worth the savings.


Some of our customers have come to us on the back of poor survey results and we have helped turn them around with robust and flexible solutions that give surgeries the call capacity and features they need to support their patients and their staff. If this sounds like an approach you would be interested in, then please do not hesitate to contact me.

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James Hooker's avatar
James Hooker on 12/10/2021

James has worked for the company longer than anyone else on the field sales team.

He has a strong customer-centred approach, particularly interested in improving and creating innovative change through communications technology and providing effective solutions that can help achieve and exceed business needs.

Away from work, James enjoys bringing up his three children. When he is not with his family, he enjoys competing in local squash leagues.


Contact: james.hooker@swcomms.co.uk



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