You Said, We Did

"You Said, We Did" Update for 2026

What you said	How you told us	What we did	Outcome
Ongoing concern about phone wait times.		We have therefore implemented Andi, an AI bot that takes calls for GP appointments instantly. It can deal with an unlimited amount of requests at any given time.	We are currently reviewing patient satisafction, but there has been around a 25% reduction in phone wait times
Ongoing concern about phone wait times.	GPPS	After our work with Andi and reducing the wait times, we have seen a 10% increase in patient satisfaction with the phone wait times.
You'd like a choice of appointments.	GPPS	After embedding Anima, you have reported an 11% increase in being offered a chocie of appoitnemtn tiem and date. We try do do this with all appointments that are not on the day.
PPG felt telephone wording could do with a change.	PPG	Wording changed in line with PPG suggestions.

"You Said, We Did" Update for 2025

What you said	How you told us	What we did	Outcome
The removal of the general 'template' in Anima it was making it harder for patients to submit requests	Informal	In trying to ensure only routine issues come via Anima after mid-morning, we had inadvertently made access harder for patients, we immediately switched this functionality back on
Phone wait times could be long	Informal	Consistent work has seen wait times reduce by around 50% in six months leading to Nov 2025

"You Said, We Did" Update for June to December 2024

What you said	How you told us	What we did	Outcome
Patients fed back they wanted improved phone access ease of contact choice of appointment time and date improved website	GPPS	To implement Anima total traige and review website as part of this in September 2024. The website was reviewed and benchmarked against a standard template	Website action plan to be updated and implemented
Feedback that the phone message was too long	General comments	Reviewed other practices messages, had a small team of external practices staff review message and used a team including Anima and reception teams to create a new message which is around 20 seconds shorter.
You reported disatisfaction with being able to see your clinican of choice	GPPS	We implemeneted Anima and tried to match requests with clinicans and saw an 11% increase in satisfaction with this domain
You also reported disatisfaction with being able to contact your practice	GPPS	We implemeneted Anima, which allows you to contact us online and saw an 8% increase in satisfaction with this domain

"You Said, We Did" Update for January to May 2024

What you said	How you told us	What we did	Outcome
There are some issues with the phone system and ability to book appointments	Patient Participation Group (PPG)	Designed a survey to use with patients to understand how best to implement the new total triage model
That you want Anima updates to come through texts, websites and posters and would like the opportunity to sign up ASAP	Specific Survey	Built these communication methods into project plan
There was less conclusive support for being unable to book appointments in person. Most patients were 'unsure'	Specific Survey	Reviewed processes to allow nurse/HCA appointments to be offered and reception to us phlebotomy room if patients present

Page last reviewed: 15 July 2026
Page created: 20 January 2025