At the Grange, we want to provide the best possible service to our patients. Because of this, we regularly review feedback given by patients and take any necessary action to review and change systems and processes.
Here is what YOU SAID, and what WE DID
Cannot order via app
What You Said:
“I cannot order medication via the app due to needing a medication review.
– Doesn’t the system flag “medication review due” so clinicians can do it as part of an appointment?
– Doesn’t the system flag up those due for medication review?”
What We Did:
Medication due for review can be requested via Patchs or systmonline online message. Alternatively you can request the item at reception.
Our pharmacists are often able to issue a short supply, to prevent any gap in treatment, whilst reviews are completed.
Reviews can happen remotely unless further information is required from the patient.
Items due for review are flagged up for prescribing clinicians, during consultation. However, most medication reviews are completed by our pharmacy team.
We are exploring process to enable us to compete medication reviews ahead of time, so patients have a seamless experience. We are prioritising patients with repeat medication and have ordered their medication in the last 6 months.
Learn more about Repeat Prescription and issuance: https://www.thegrangegrouppractice.co.uk/pharmacy-and-medication/
Call handler
What You Said:
“I had a real battle with the call-handler at the practice, who seemed unable to help resolve my request. However when I spoke to the lady on reception my query was resolved within minutes. Why?”
What We Did:
Our senior team are more experienced in handling complex queries and call-handlers are encouraged to escalate concerns by offering a call back.
This indicated an opportunity for refresher training for all staff to remind them of the escalations process. Rather than telling a patient “No”, we will offer alternatives. If these are not suitable for the patients, we will escalates and arrange a call back with a line manager to explore solutions.
HRT Prepayment Certificate
What You Said:
“I have an HRT prepayment certificate. Can my HRT medication be sent on a separate prescription to my other repeat medication, so I can use my HRT prepayment certificate?”
What We Did:
We have amend HRT items to ensures they are ‘repeat dispensed’ for future dates. This will place these on a separate prescription.
This feedback offered the practice an opportunity to promote prescription prepayment certificates. These are available for HRT, and general prescription medication. This could help anyone struggling with the rising cost of living and supports the Practice in tackling health inequalities. Learn more: https://www.thegrangegrouppractice.co.uk/health-inequalities/
Delay in issuance of medicines
What You Said:
“I requested an item, but it was not issued within 48 hours. why?”
What We Did:
Items which are not intended to be repeat (also known as acute) medication may need ta clinical review before they can be issued again. This can take longer than 48 hours.
Learn more about Repeat Prescription and issuance: https://www.thegrangegrouppractice.co.uk/pharmacy-and-medication/
Additional Medicines Issued
What You Said:
“I ordered 2 items, but 3 items were issued by the practice, why?”
What We Did:
Our pharmacist will occasionally issue medication that is due to be issued soon after other items, in order to maintain a synced repeat template with same/similar order cycles. This helps to reduce the number of times patients need to order medication with us, as well as support efficiencies in practice processes
Learn more about Repeat Prescription and issuance: https://www.thegrangegrouppractice.co.uk/pharmacy-and-medication/
Timescale for Prescriptions
What You Said:
“I am Frustrated with the timescales for prescriptions being issued from time to order. Why does it takes so long?”
What We Did:
Our standard turnaround time from receiving a prescription request to sending the prescription to the nominated pharmacist is up to 45 hours. Our admin and pharmacy teams typically process these within this timeframe.
However, acute items, which are not on repeat, may need further clinical review. This can take slightly longer and result in split prescriptions.
Learn more about Repeat Prescription and FAQs: https://www.thegrangegrouppractice.co.uk/pharmacy-and-medication/
Ordering Prescriptions
What You Said:
“We can’t order medications 7-10 days in advance using Online Services”
What We Did:
In September 2022 we asked all of our patients to ensure that they are ordering their medications 7-10 days in advance, allowing adequate time to prevent gaps in medications. However patients informed us that this was not possible to do via Online Services (SystmOnline and the NHS App). We should have addressed this before sending the bulk SMS message to patients. We’re sorry we didn’t do this but are grateful to the patients who let us know. We have now changed the settings to allow patients to order medication 10 days before it is due.
Learn more about Repeat Prescription and FAQs: https://www.thegrangegrouppractice.co.uk/pharmacy-and-medication/
Phone Waiting Times
What You Said:
“It’s difficult to get through on the phones” “The phone waiting times are too long”
What We Did:
Dating back to 2019 the practice started to make changes to improve phone access. These included investing in a new, state of the art phone system and adding unlimited phone lines and messages that inform patients are in the queue. This year, we have recruited more staff and made a huge effort to monitor call performance and are very proud of our new reduced waiting times. We are now consistently meeting our target of having an average wait time of no longer than 3 minutes.
To read more about this, you can visit our Phones Access page.
Face-to-face Appointments
What You Said:
“I can never get to see a GP face-to-face” “I want to be able to book a face-to-face appointment straight away, rather than having to speak to a clinician on the phone first”
What We Did:
During the Coronavirus Pandemic, General Practice services across the UK quickly moved to more remote ways of working for the safety of both patients and staff. In the height of the pandemic, patients were seen face-to-face only when necessary after they had first had a telephone appointment.
However, once Coronavirus restrictions started to lift, the practice quickly put into place directly bookable face-to-face appointments.
Approximately 50% of the appointments provided by the practice are face-to-face. Below is a table showing the number and face-to-face and telephone appointments provided by the practice over the last year:
| Month | Number of face-to-face appointments | Number of telephone appointments |
| November 2021 | 2796 | 2710 |
| December 2021 | 2392 | 2710 |
| January 2022 | 2344 | 2318 |
| February 2022 | 2443 | 2185 |
| March 2022 | 2778 | 2519 |
| April 2022 | 2425 | 2112 |
| May 2022 | 2771 | 2244 |
| June 2022 | 2783 | 2042 |
| July 2022 | 3018 | 2132 |
| August 2022 | 2925 | 1958 |
| September 2022 | 3098 | 2071 |