You Said, We Did

You said the queues to get through on the telephones were too long.

• We have trained additional teams to answer calls at our busiest times.
• We have installed a call back system when there are 5 or more people in the queue.  This allows patients to request a call back rather than wait on the phones.

You said there were no hooks on the back of the doors in the public toilets at Chestfield Medical Centre.

We have installed hooks for personal belongings.

You said there were not enough disabled parking bays at Chestfield Medical Centre.

We have provided additional bays.

You said there are not enough disabled parking bays at Estuary View Medical Centre when the MRI scanning unit is in situ and also that there are not enough general bays.

• We have provided additional disabled bays.
• We have removed the reserved doctor parking bays and erected signs asking for patients to please leave these free for our less mobile and elderly patients.
• We have instructed staff to park away from the building, leaving the bays adjacent to the medical centre free for patients.

You said it was frustrating having to wait for an appointment to see the audiologist with basic  hearing aid maintenance issues.

We have trained our Patient Coordinators to carry out basic maintenance, such as tube cleaning/replacements.

You said it would be useful to be able to attend for blood tests at the weekend.

We have arranged for blood collections enabling us to offer blood test appointments on Saturdays.

You said the waiting rooms are overstimulating with music and television screens.

• We have raised awareness with our patient coordinators who can arrange an alternative location for patients to wait if finding it difficult.
• We inform patients on our learning disabilities register of these arrangements.

You said it was difficult finding the correct waiting room at Estuary View Medical Centre with numerous services running.

We have employed patient liaison staff to greet patients and direct them accordingly.

You said you wanted more privacy at the reception desks.

We have introduced barriers, set back from reception, where patients are asked to wait until the patient co-ordinator is free.

You said you find the iPad screens for check-in at our Urgent Treatment Centre difficult to use.

We have employed patient liaison staff to assist patients using the iPads or direct them to the reception desk to check in where necessary.

You said we should not be using plastic cups.

We have changed to paper cups.

You said it was difficult to hear in the new reception area at Chestfield Medical Centre.

We have trialled acoustic sound panels and are working towards installing these.

You said you wanted to know when x-ray results are normal rather than the “no news is good news” approach.

We have introduced a text message to be sent informing of normal x-ray results.

You said you wanted to know which GPs work at which sites.

We have introduced photo boards at each site displaying the GPs working there and regularly update these.

You said it would be good to have drinks available, other than the water provided, when waiting in our Urgent Treatment Centre during periods when the café is not open.

We have installed a vending machine serving hot and cold drinks, the profits from which will be donated to the Friends of Whitstable Healthcare.

You said it was difficult to book an appointment with your GP.

• We have introduced on-line consultations.
• We have employed a number of allied health professionals to be able to see and treat patients.  
• We have introduced a same day hub, which has provided additional capacity for dealing with urgent matters on the day.
• We have introduced additional evening and weekend appointments.