Response to recent feedback survey

We’ve listened to your feedback – here’s what we’re doing

Dear Patients,

Thank you to everyone who shared feedback with us. Many of you told us how much you value our staff, but that the current booking system can sometimes feel like a barrier to care. We’ve listened carefully and are making changes.

What we heard most often:

• Urgent access is difficult
• The PATCHS system feels frustrating and doesn’t work for everyone
• Patients want phone and in-person booking alongside digital
• Continuity of care is important – patients want to see the same GP where possible
• Accessibility and fairness are important
• The telephone message is too long, and phone waits are frustrating

What’s changing from 1st October 2025:

• PATCHS online consultations will be used only for routine concerns that can wait for a pre-booked appointment. Opening hours for requests will be changing, so you can submit a request anytime between 8am – 6.30pm.
• Urgent help – if you need urgent care, you can now call the practice directly and speak to a receptionist as this was a high request from patients who wanted urgent appointments booked directly again. Our receptionists will ask for a brief reason for your call and will direct you to the most appropriate service or clinician.
• Routine appointments – if you need to call us to arrange a routine appointment, we ask that you call after 10.30am to keep early lines free for urgent cases. PATCHS remains the quickest way to request routine care, and we kindly ask patients who can use it to do so, to help keep phone lines free for others.
• Continuity of care – you can now specify the GP you would like to see when booking.
• Telephone message – we are shortening this to make it quicker and easier to get through.
• Patient newsletter – we are launching a quarterly email newsletter with updates on services, changes, and useful health information. You can sign up here: https://fearnheadcrosssurgery.co.uk/patient-newsletter/ An example of our first newsletter is included at the bottom of this page.

These changes are designed to make access clearer, fairer, and faster – while also helping patients maintain continuity with the GP they know and trust.

Thank you again for your honest feedback.

Click here to view our autumn patient newsletter