Patient Partner Evaluation
Download (PDF 451.03 KB)Summary of report content
Healthwatch Norfolk was asked by Reepham and Aylsham Medical Practice to evaluate the practice’s automated telephone system- Patient Partner. The aim was to develop a greater understanding of why uptake of the system is low and provide recommendations based on patient feedback. They undertook two surveys (one of patients and one of staff) to which 380 people responded.
Over half of the patients had used Patient Partner, mainly to book a same day appointment. Most only found out about the system when they rang the practice.
Patient Partner isn't benefiting patients or staff as much as it should be. Three in five patients rated their overall experience as bad. Many had difficulties using the system and some were dissatisfied with the time taken to receive a response. Staff felt that the system didn't help them with their role. Nearly a third of patients wanted to speak to a receptionist instead.
The report contains nine recommendations to the surgery to improve its communications about Patient Partner and alternatives to book an appointment.