For the past four weeks, we have been utilising our new booking system, AccuBook, for managing appointment requests via the surgery’s website. This system enables patients to choose their appointments from our available slots up to three weeks in advance, accommodating their personal and professional schedules, this has also significantly reduced the incidence of missed appointments. Patients have positively embraced AccuBook. Nevertheless, we have noted feedback concerning the availability of face to face appointments through AccuBook, highlighting a disparity in the number of face to face options compared to telephone consultations. Typically, the website facilitates three to four appointments per GP each day, divided equally between face to face and telephone appointments, amounting to roughly 56 web appointments weekly. In response, we have adjusted the appointment allocation, now offering two-thirds as face to face and one-third for telephone consultations.
We recognise that appointment requests submitted through our website have become a vital resource for our patients who are unable to call the reception team in the morning, as this service is accessible to all our patients 24/7. The number of contacts has surged from approximately 2,000 in 2020 to over 15,000 annually at our last count and as our contacts increase will enable us to provide more web appointments going forward. However, not every contact is an appointment request; this service also offers advice and guidance, directs to alternative options, logs patient updates, provides test results, deals with fit note requests, and handles repeat prescription requests. This system is not fully digital; numerous staff members work behind the scenes to ensure that you receive a digital service with a personal touch.
Please feel free to submit your feedback regarding the website, it services and options, we are always looking to improve our digital offering to our patients.