Our New Appointment System: Your Feedback and Key Results
It has been two and a half months since we introduced our new appointment system in the middle of March.
This was a significant change for both patients and the Practice. We would like to thank you for the way you have adapted and supported the new system.
We made these changes to improve access, provide quicker responses, and ensure care is managed fairly, safely, and sustainably.
It is encouraging to see that the system is now delivering the benefits we aimed for, with patients experiencing faster access and more timely support.
Below is a summary of what the data shows and what we have heard from patients so far.
What the Data Shows
These figures cover the period from 16 March to 8 May, across 37 working days (excluding weekends and Bank Holidays).
4698
Total requests
127
Average daily requests
23
Minutes average completion time
57%
Medical help requests
38%
Offered in-person appointment
62%%
Resolved remotely
During this time, nearly 4,700 requests were submitted through the new system. This is an average of 127 requests per day, with a peak of 193 on the busiest day.
- 57% of requests were clinical, where patients needed medical help or advice
- 43% were administrative, such as fit notes, letters, or test results
The average time from submission to outcome – such as advice, a prescription, an appointment, or completion of an admin request – was 23 minutes.
- 38% of requests required a face-to-face appointment
- 62% were managed without the need to attend the Practice
The system has also reduced the number of phone calls to the Practice. In April this year compared with April last year, we received an average of 34 fewer calls per day, a total reduction of around 685 calls in the month.
Fewer phone calls means staff can respond more quickly to online requests and reduces waiting times for patients who do need to call us.
What Patients Say
Patients have shared positive feedback about the new system.
Many of you have highlighted easier access to appointments, more choice in how they are seen, and less need to phone the Practice at busy times.
The feedback also shows that while some patients were unsure at first, most found the system easier once they had tried it.
“Very pleased that there is no login or password needed. Now that I know how to get to the form, I find this method easy.”
“Much better. Takes away that 8am rush where you need to call early to get an appointment.”
“Much better service – was able to pick appointment convenient to myself.”
“I did not agree with this change, until I tried it. It’s so easy. I will not miss hanging on the phone.”
Thank You
Once again, a big thank you from the whole team at Regent Medical Centre for how receptive and open you to have been to the new system.