Access Commitment (update August 2025)
In our patient experience questionnaire, our patients said they waited too long in the telephone queue.
In light of this, with effect from 27th August 2025, we will be operating a telephone call back system to manage incoming calls more efficiently. Instead of waiting on hold, callers can choose to receive a call back when a staff member becomes available. Here's how it typically works:
🔄 How It Works:
1. Caller Phones In: The patient or their representative calls the practice.
2. Queue or Wait Time Notification: If wait times are long, the system offers the option to receive a call back.
3. Caller Chooses Call Back: They confirm their phone number
4. System Holds Their Place: The system keeps their place in the queue virtually.
5. Call Back Is Made: When it's their turn, the system automatically dials them back and connects them to a staff member.
✅ Benefits:
• Reduces patient frustration from long hold times.
• Improves staff efficiency by smoothing out call volumes.
• Enhances accessibility, especially for elderly or busy patients.
We hope this improves your experience.
Further information to follow, detailing our next steps in our commitment to Access.
NHS experience survey June 2025 (update July 2025)
Thank you to everyone who completed the NHS experience questionnaire during June 2025. This was an action from our commitment to access 2024/2025.
Our findings indicated that our overall score out of 10 has dropped from 8.63 to 7.72
We identified common themes from the comments received, which we will use to plan our access commitment for the year 2025/2026.
Our patients said:
- The wait on the phone was too long
- The wait for an appoinment was too long
Our commitment to our patients is that we will continue to maintain a planned and forward looking approach to consultations by undertaking a regular assessment of our appointment system and we are currently carrying this out.
During week commencing 14th July 2025, our call handlers are monitoring the numbers of patients we are unable to offer an appointment to. In this instance, as we are unable to ask patients to call back, we may direct you to NHS Wales 111 online symptom checker or suggest you download the NHS Wales APP. You can book appointments via the NHS Wales APP as appointments open daily. This data will form part of our assessment.
We will also be monitoring the number of wasted appointments due to patients not attending.
Thank you for your patience during this time.
NHS Wales APP
You can now access health services from Glan Rhyd Surgery on the new NHS Wales App.
Download the NHS Wales App from the Apple App Store - https://apps.apple.com/gb/app/nhs-wales-app/id1636689276/
Download the App from the Google Play store
https://play.google.com/store/apps/details?id=com.dhcw.nhswapp
Should you wish to use the Web version, please type the following:
https://app.nhs.wales/login
