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You Said We Did
You Said
- You said the queues to get through on the telephones were too long.
We Did
- 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.
You Said
- You said the paving was uneven at the entrance of Estuary View Medical Centre.
We Did
- We have replaced the paving with tarmac.
You Said
- You said there were not enough disabled parking bays at Chestfield Medical Centre.
We Did
- We have provided additional bays.
You Said
- You said it was frustrating having to wait for an appointment to see the audiologist with basic hearing aid maintenance issues.
We Did
- We have trained our Patient Coordinators to carry out basic maintenance, such as tube cleaning/replacements.
You Said
- You said it would be useful to be able to attend for blood tests at the weekend.
We Did
- We have arranged for blood collections enabling us to offer blood test appointments on Saturdays.
You Said
- You said the queues to get through on the telephones were too long.
We Did
- 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
- You said you wanted more privacy at the reception desks.
We Did
- We have introduced barriers, set back from reception, where patients are asked to wait until the patient co-ordinator is free.
You Said
- You said you find the iPad screens for check-in at our Urgent Treatment Centre difficult to use.
We Did
- 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
- You said the chairs at our blood pressure machines in our patient health pods needed to be adjustable.
We Did
- We have purchased seats with adjustable height at each of our 3 sites.
You Said
- You said you wanted to know when x-ray results are normal rather than the “no news is good news” approach.
We Did
- We have introduced a text message to be sent informing of normal x-ray results.
You Said
- You said it was difficult finding the correct waiting room at Estuary View Medical Centre with numerous services running.
We Did
- We have employed patient liaison staff to greet patients and direct them accordingly.
You Said
- 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 Did
- We have installed a vending machine serving hot and cold drinks, the profits from which are donated to the Friends of Whitstable Healthcare.
You Said
You said it was difficult to book an appointment with your GP.
We Did
- 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 and Duty Doctor, which has provided additional capacity for dealing with urgent matters on the day.
- We have introduced additional evening and weekend appointments.
You Said
- You said you wanted the bus service to Estuary View Medical Centre reinstated
We Did
- We held discussions with Stagecoach and Canterbury City Council and this is now back in operation.
Armed Forces veteranfriendly accredited
GP practice
