You Said

We’re Doing

It’s confusing which system or website to use and information is sometimes out of date.

We have removed the PCN website and integrated all content into the main practice website to ensure information is accurate and up to date.

As new patients, we didn’t realise appointments might be across multiple sites.

We have updated the website banner to make it clear that Watling Street Practice operates across three sites.

Correspondence from hospitals is delayed or goes missing.

We have contracted a third‑party service to help clear correspondence backlogs and improve processing times. Unfortunately not all correspondence makes its way from the hospital to GP surgeries. 

It’s hard to make appointments over the phone and we’re told to go online instead.

Reception teams have been reminded that phone requests are welcome and should be supported, alongside online options.

We don’t understand what reception staff can book vs what needs review.

Staff have been given guidance on explaining booking options clearly and consistently.

The RapidHealth system is stressful, rigid, and hard to use.

We are improving guidance, introducing a new help video, and reviewing how to reduce system complexity.

RapidHealth tells us to go to A&E too often.

We are feeding this feedback to system leads and reviewing how advice is communicated.

Booking blood tests is unclear.

We are improving signposting and instructions for booking blood tests.

We don’t always get told when results are normal.

We are exploring automation in our Welby system to notify patients of normal results.

Prescriptions mean too many pharmacy visits.

Clinicians are being encouraged to prescribe two‑month supplies where clinically appropriate.

We want to see the same clinician for ongoing conditions.

Triaging staff will consider continuity and offer patient choice where clinically appropriate.

Travel between sites is difficult without a car.

We are reviewing how travel and mobility needs are identified during booking.

Staff don’t always accommodate hearing or sight impairments.

Staff training has been reinforced, reasonable adjustments made more visible in records, and communication expectations clarified.

Problems with services like Cora Health affect us.

These services are commissioned externally; feedback should be directed to the provider, though concerns will be escalated when appropriate.

The Practice feels faceless and stressful to deal with.

Patient feedback is being shared with teams to reinforce compassionate, patient‑centred communication.

Your Voice sessions were helpful and should continue.

We will continue sessions and work with the PPG to improve organisation, staffing, and format.