Claire Banks, Practice Manager at Broughton House Surgery in Batley West Yorkshire, describes the changes the practice team have made in the past year which have led to improved patient satisfaction levels in the recent GP patient survey.

As Practice Manager, I am incredibly proud of how every member of the team works together – clinical, administrative and support staff alike – with real energy and commitment to improve our patients’ experience. We recognise that there is no single approach to patient care, so we offer a full range of access routes and services to support individual needs in the way that suits them best.

Over the past year patient satisfaction at Broughton House has risen significantly. This improvement did not happen by chance; it is the result of deliberate changes designed to make care faster, simpler and more personalised to each and every patient.

We believe it is essential that patients can contact us in the way that works for them — in person, over the telephone or via online triage forms. We have not pushed patients towards any single method. Instead, by keeping all options open, we can offer patients the choice that works best for them while avoiding pressure on any one part of the primary care team. This helps us stay responsive and ensures every patient receives the right care through the route they feel most comfortable using.

“our new online systems provide quick and convenient access to care, while those who prefer telephone calls or face-to-face contact retain that choice. Advice and guidance with secondary care has allowed for quicker clinical decisions and reduced unnecessary referrals.”

Implementing same-day triage and cloud telephony

We introduced the modern general practice model with same-day urgent triage so that people who need help most are prioritised quickly and safely. Routine appointments can now be booked within two weeks, giving patients confidence that their concerns will be addressed promptly and reliably. Our online consultation system is firmly embedded, with requests reviewed and responded to throughout the day. This means our patients, regardless of what time they send their request, receive a triage outcome within 24 hours – usually in less than a working day – and no longer have to wait days for a response.

We also modernised our telephone system. Operating across more than one site, we can now switch calls between surgeries to manage peak demand or short-term staffing issues. Our cloud-based system and the “Keep My Place in the Queue” feature allow patients to receive a call back without remaining on hold, which has markedly reduced the frustration factor for patients trying to contact us. Our reception team – now known as Patient Support Coordinators – ensure each interaction is welcoming and that patients are guided promptly to the most appropriate care.

Our stable clinical team, proactive long term condition reviews and consistent follow-up processes have strengthened continuity and reduced variation in care. The changes we have made have created a much more predictable and reassuring experience for patients.

Adopting a more individualised and responsive model has had a noticeable impact on the organisation as a whole. We have also worked to match staff skills and strengths to particular patient groups, helping ensure that the right people are supporting those with the most specific needs. This has improved the quality of interactions and helped team members feel more confident and effective in their roles.

Improving processes for staff and patients

For patients, our new online systems provide quick and convenient access to care, while those who prefer telephone calls or face-to-face contact retain that choice. Advice and guidance with secondary care has allowed for quicker clinical decisions and reduced unnecessary referrals.

We have communicated these improvements to our patients through the website, text messages, noticeboards and direct conversation. Our “You said, we did” updates show clearly how patient feedback shapes our decisions. Community Champions from local third sector organisation ‘Fresh Futures’ now support patients in using the NHS App and other digital tools, ensuring no one is left behind as services modernise.

Our patient feedback has been incredibly positive about the changes we have made:

“Reception and administrative staff go the extra mile and deal with enquiries quickly and efficiently.”

“Medical staff are excellent, take time to listen and act on symptoms. It has made a huge difference to my life.”

“Please keep the positive improvements coming. They are so welcomed by patients and are making a huge difference to people’s lives.”

For staff, reduced telephone congestion, clearer processes and more coordinated triage have made daily work smoother and more manageable. Communication across the team and between sites has improved, helping clinicians focus their time on the more complex aspects of personalised care.

Overcoming the challenges of change

As with any major change, there were operational challenges, particularly in helping staff adapt to new systems and processes, or even in adjusting to different teams working within the same building. We now have the flexibility to change extension numbers easily and, where appropriate, enable staff to work from home. This has strengthened our ability to maintain continuity during busy periods or when staffing pressures arise.

We also moved staff between our surgeries to ensure the right skills are available in the right place. While this was initially met with some trepidation, the combination of clear protocols, supportive supervision and structured training meant confidence increased steadily. As staff settled into new routines and understood the benefits, satisfaction within the team also improved. The result is a more flexible, resilient and cohesive workforce.

For practices considering similar changes, my team’s advice is to start with a clear purpose, invest in staff training and communicate openly with patients. Keep access routes flexible so patients can choose the method that suits them. Listen carefully to feedback and refine processes gradually rather than trying to implement everything at once. Most importantly, bring your team with you, as confident and supported staff are the foundation of a positive patient experience.

Claire Banks Practice Manager, Broughton House Surgery