Patient Survey Results

This patient survey has now closed, but please check back on our website for future patient survey’s. Your feedback matters to us!

How we did in the last year?

  • Patients felt they weren’t aware of new improvements made to our telephone message, appointment booking and website
  • High volume calls to make an appointment/contact GP
  • Appointment availability – patients felt like it was difficult to get an appointment and found the overall booking pathway confusing
  • Throughout 2024 we began use of our social media pages; Facebook and Instagram. We also made sure to streamline our communication across platforms e.g. a message applied to telephone, website and occasionally in the waiting area.
  • Our goal was to decrease overall wait times on our phone – we successfully decreased this by 25% via the introduction of our Total Triage system plus the use of new consultation platform BLINX.
  • Appointment availability – we streamlined our appointment pathway via BLINX consultation making it the sole method of contacting the GP for an appointment. This increased face to face access by 63% and approx. 1040% increase in appointments booked by patients using this new system.

Your Feedback – BLINX Survey 2025

Did you know…
  • 80% of patients accessed our online consultation service and completed the health form themselves.
  • Patients were satisfied with the confirmation of form submission and a password not being required.
  • 87% of patients received a response within 1-6 hours of submitting a form.
  • 70% of patients were open to trying to complete an online form in the future.
  • 68% of patients reported that the reception team took less than 5 minutes to complete the health form on their behalf.
What could we improve over the next year?
Wording of the buttons on the Blinx online consultation platform and how this effects the use of the search bar

Consider clearer terminology for patient navigation and user friendliness.

Improve the search functionality.

We are constantly reviewing the rewording of buttons/content within the platform and have already began to make some small changes. We are also liaising with the Blinx team to support us with updating search terms and categorisation for better navigation.

 Adjust the wording and terminology so that patients can clearly navigate to the required health form/advice 

Lengthy health forms

Streamline the health forms to reduce the amount of questions being asked and to reduce the overall time it takes to complete

As forms are being added/amended we are reviewing the length of these forms and continuing to take on patient feedback.

We will continue to liaise with the clinicians to ensure we only have relevant questions on the health form that meet the requirements for the clinicians to triage safely.

Patient education of the new system

Improve communication about the features that the BLINX platform can offer.

Provide clearer guides and training materials for our patients.

On the TV display in our waiting room and on our website we have created a video guide that provides the patient journey when submitted a BLINX consultation form.

Our reception team have created more leaflets, you can get a copy next time you visit!

Educating our patients on ways that they can access the BLINX service.

Create a guide for our patients that can be sent out via SMS or Email.

Create a BLINX FAQ page on our website

Reception Team assisting with completing a BLINX health form on behalf of the patient

Raise awareness that reception can assist with form submissions however clarifying with patients that this is the exact same pathway as the patient journey.

Our waiting room has an array of informative posters as well as a roller board and TV display advising of new features/updates.

Information is also included on our website as well as our telephone system when a patient calls in advising them that a member of reception would be available to complete on their behalf.

To reiterate that we will continue to support those who are digitally excluded throughout and beyond this platform switchover. We will continue to take on patient feedback on ideas and work towards how we can implement via our PPG.

Technical issues when accessing the BLINX health form

Address common technical issues and improve the reliability of the platform.

We have identified common issues and regularly meet with the BLINX team in the hope to reduce technical issues for staff and patients.

Continue to investigate and improve performance, working in collaboration with the BLINX team.

Listen to patient feedback to improve overall patient satisfaction.

We hope the above information provides you with transparency on how value your feedback and are always welcoming suggestions to improve our practice.