You Said, We Did

GP Patient Survey 2026/2027

Thank you to everyone who shared their feedback. We listened to what you told us and have identified the following areas for improvement.

It can be difficult to get through to the practice by telephone

We are reviewing telephone demand, peak calling times and call handling to improve access and reduce waiting times. If a call is missed, our staff will contact the patient where possible. When the call queue exceeds 10 patients, additional staff will be allocated to answer the telephone and help clear the queue.

It is not always easy to contact the practice online

We are reviewing our website and online contact information to make services and contact options easier to find and use.

Some patients find using the NHS App difficult

We are promoting NHS App services and providing clearer information to help patients use digital services. Our Practice IT Lead is also available to support patients who would like help using the NHS App.

Patients would like greater continuity and to see their preferred healthcare professional.

We are reviewing appointment arrangements to improve continuity where clinically appropriate, particularly for patients with ongoing care needs. Patients can request their preferred healthcare professional, and where availability allows, we will offer this choice.

Patients would like more choice of appointment day and time

We are reviewing appointment availability and booking processes to provide greater choice wherever possible. Enhanced Access appointments are also available during weekends and late evenings.

Some patients feel they wait too long for appointments

We are reviewing demand, appointment capacity and utilisation to identify opportunities to reduce waiting times. We have appointed additional healthcare professionals, and e-consult forms are reviewed daily. We aim to offer an appointment within 2 working days, depending on clinical urgency and availability.

Patients want clearer information about what happens next after contacting the practice

Staff are being encouraged to clearly explain the next steps, expected timescales and what patients should do if their circumstances change.

Patients value the care they receive and want this maintained

We will continue to focus on listening to our patients, providing care and concern, supporting shared decision-making and helping patients meet their health needs.

Our commitment

We will continue to listen, review and improve. We will monitor progress through patient feedback, the Patient Participation Group (PPG), complaints and compliments, and regular practice reviews. Your feedback helps us improve Shrewsbury Road Surgery. Please continue to tell us what we are doing well and what we could do better.

Published: Sep 16, 2026