A Letter to our Patients
Open Letter to Our Patients: A Request for Respect and Understanding
Dear Patients,
We are writing to you today with a heavy heart, as we have observed a significant rise in verbal abuse and threatening behaviour directed towards our Care Navigation Team since the introduction of our new Digital Front Door system. This change was made in line with NHS England’s directive to switch to digital triage and online access across the country, with the aim of improving efficiency and ensuring that patients receive the right care at the right time.
A Reminder of the NHS Zero Tolerance Policy
We want to take this opportunity to remind all patients that our practice adheres strictly to the NHS Zero Tolerance Policy. Any form of abusive, threatening, or violent behaviour towards our staff will not be tolerated under any circumstances. Such actions may lead to the removal of offending individuals from our practice list. We kindly ask for your understanding and cooperation in maintaining a respectful and safe environment for both staff and patients.
The Role of Our Care Navigation Team
We understand that medical concerns can be stressful, and emotions may run high. However, we ask you to recognize that our Care Navigation Team is following protocols set by the Partners of the practice, based on NHS guidelines. They are here to help you and do not deserve to be treated with hostility or disrespect. Communicating courteously with them is essential for resolving any issues efficiently.
Why the New Digital Front Door System?
The new online appointment request system was introduced to streamline services, reduce wait times on the phone, and prevent the 8 a.m. rush. It ensures that patients are directed to the most appropriate clinician in a timely manner. This change was not made lightly but was part of a national initiative by NHS England to modernize access to healthcare services.
For those who may not be familiar or comfortable with the online system, our Care Navigation Team is available to assist you in person at the surgery, either on your own device or one of our computers. This approach helps prioritise telephone access for our elderly and housebound patients, ensuring that everyone receives the care they need.
Since implementing this system, we have seen a significant reduction in wait times for routine appointments—from the previous 4-8 weeks to just 7 days. We acknowledge that no system is perfect and are committed to continually reviewing and improving the Digital Front Door and Health Forms. Your feedback and suggestions are invaluable in helping us refine these services.
A Call for Patience and Collaboration
We are grateful for your understanding as we navigate these changes. By treating our staff with kindness and patience, you help us build a better healthcare experience for everyone. We greatly appreciate your support and cooperation in this matter.
Thank you for your attention and understanding.
