A new online educational campaign continues in North Cumbria that aims to help patients better understand the ways in which primary care and modern general practice work to support them. The fourth week of the campaign explored patient appointments and also provided a thank you message. (This was highlighted across the myhealthncumbria social media accounts).
Many local GP practice experience problems with patients not showing up to pre-booked appointments and not providing staff with an update. These "Did Not Attends" (DNAs) unfortunately result in wasted appointments which could have been taken by other patients. Staff appreciate that on some occasions this might be due to unavoidable circumstances, however, patients are encouraged to let GP practices know as soon as they can, if they are no longer able to attend their appointment.
The second theme focused on a simple thank you message to patients - particularly to those who adapt expectations and frustrations appropriately especially when practices are incredibly busy, dealing with unexpected staff shortages, or faced other service issues. Staff reassured patients that their support is appreciated as they are working hard to do their best for patients with the resources available.
Staff are sometimes also faced with very inappropriate behaviour unfortunately, but the campaign also reminded this small group of patients that each practice does have a zero tolerance policy. It was also highlighted that surgeries also aim for high standards of patient care so have official feedback procedures for any patients who have any concerns/issues that they wish to highlight. Through these processes issues can be addressed directly, professionally, politely and respectfully.
