As part of our continuous improvement we have conducted 4 surveys this year to our patients. We have reviewed your responses and are making 2 significant changes to improve our services to you:
1. More appointments available at short notice
In the last year we have created over 74,000 appointments. However, less than 65,000 of these appointments were attended, giving a 'Did Not Attend' of 12.5%. So that we can provide these missed appointments to the people who really need them, we are changing our process for confirming your appointments with us.
HELP us to HELP YOU - today, over 10% of patients have not provided a mobile phone number to us. To help us communicate effectively with you, please ensure you provide us with a working mobile phone number, and update us of any changes.
We are introducing an appointment confirmation by text message. You will receive a text message from us 3-4 days before your appointment asking the following:
If you wish to keep your appointment, please make sure that you reply YES. This will create another 9,000 appointments.
2. Improved Customer Service
We are tremendously proud of the services we provide our patients. But we are aware that there are always improvements we can make. One thing we are very passionate about is Definitive Resolution. Whatever your illness or healthcare concern, we want you to be back to good health quickly. Our customer services team are an integral part of that journey, ensuring that you see the right clinician. With this in mind, when you call up to speak with one of our customer services team, your call will be recorded for the purposes of training. Using this training tool we will dramatically improve and standardise the service that our team provide with a strong customer focus.