The practices provided by East London NHS Foundation Trust (ELFT), successfully installed a new telephone system 'Surgery Connect'. The changes have been made following patient feedback and shaped with input from patients through Patient Participation Groups (PPGs).
The telephone number for Leighton Road Surgery remains the same - 01525 372571. It also remains the same for Cauldwell Medical Centre - 01234 673710.
“The feedback received has been outstanding,” said Dr Mohit Venkataram, ELFT Executive Director for Primary Care.
“I am so pleased our service user experience is improving with the change we have implemented following their feedback. Thank you to our patient participation groups for supporting us and to our patients for the time to feedback to us on their experience. We will continue to listen to our patients so that the experience of care is constantly improved.”
Some feedback highlights include:
“The new telephone system is so much better. I really like the fact that they call back. The nurse who saw me was great and I was seen on time.”
- Feedback received on 02/09/2022 from a Leighton Road Surgery patient
“Lots of improvements in the telephone system. Online appointments are available before the phone lines and surgery doors are open, which helps a lot when booking appointments.”
- Feedback received on 02/09/2022 from a Cauldwell Medical Centre patient
“The phone was answered very quickly and I was given an appointment that same morning. The doctor was excellent.”
- Feedback received on 02/09/2022 from a Cauldwell Medical Centre patient
“I used the new phone system to book my Flu Jab. I phoned the practice to make an appointment, after receiving a text reminding me that a free flu vaccine was available. I followed the clear instructions and was told I was number four in the queue. After a very short time I was at the top of the queue and my call was answered. The appointment clerk booked me in for my Flu Jab on a convenient date and time. The whole process was very easy and straightforward. The new telephone system is a big improvement to Cauldwell Medical Centre. The video on the new telephone system posted on YouTube and the Cauldwell Twitter is excellent.”
- Feedback received on 29/09/2022 from a Cauldwell Medical Centre patient
“I think you are doing much better now. Waiting times for answering the phone have improved wholly.”
- Feedback received on 06/10/2022 from a Leighton Road Surgery patient
“Hi Lizzy, thank you for giving your time this morning to explain the new phone system and for making me feel so welcome. It is all much clearer now. This new phone system is absolutely brilliant - it is revolutionary. Received a call back within an hour and was delighted with all the things I was able to get done while I waited.”
- Feedback received on 17/10/2022 from a Leighton Road Surgery patient