“You Said, We Did”

Actions on Student Health Feedback from Patients July 2023

You said:
“Telephone consultations are okay for some things, but for personal conversations regarding mental health issues just speaking over a phone does not seem the appropriate environment for disclosing very sensitive and personal information.”
 “I found telephone consultation inconvenient because I am not a native English user”

Your appointment can be in person or on the telephone, so please ask if you are offered a telephone call and would rather be seen in person. Occasionally some staff will be working from home due to a lack of consulting space and can only offer a telephone consultation.

You said:
“More information and support for those anxious about visiting/ booking appointments e.g. Autistics”

We’ve added waiting room posters and website information for those that may be anxious about attending. There is a smaller quieter waiting area you can choose to wait in if you prefer.

Many students didn’t know there was a Student Health website or hadn’t used it.

You said:
“Sometimes the info I’m looking for isn’t in the section I’d expect- easier sign-posting or clear sections perhaps”

We have made website improvements to make it easier for students to find information and advice.We are looking at ways of advertising the website so that students can find useful guidance quickly without always needing to telephone the surgery.

You said:
“Regarding the website, there could be easier access to some of the mental health and well-being services - including the workshops run, or self-care tips”

We have increased signposting on the website for mental health and other self-help resources.
We’ve also printed more fliers and information on support options for the waiting room.

You said:
“I book a time slot and am often called earlier than the time I was given and then told I’ve missed the slot. I don’t have a signal in my flat to have to go outside to wait for a call even in winter and it doesn’t allow for much privacy”
“Staff often don’t call on time meaning I book when I think will be convenient and then end up either missing the call or having to be excused from work”

It can be difficult for clinicians to call at an exact time which is why you are given an approximate time, but if telephone calls are made earlier than planned by the clinician, further attempts will always be made at or after the booked appointment time as well. In all cases, we will try to contact you at least twice and send a text. We’ve also created a text message to let patients know if phone calls will be delayed e.g., due to an emergency.

You said:
“Some of the messages I have received have contained alarming (to me) messages. Perhaps better to call with 'bad' results so people have the chance to talk them through”  

Where possible, texts about results will be worded with some explanation or reassurance or we will telephone you to discuss them

You told us that the most popular out-of-hours appointments are on weekdays and Saturday mornings
75% of students would use Saturday afternoon appointments if they were available

We already provide out-of-hours appointments during the most popular times – Saturday mornings and some weekday evenings. We also offer occasional clinics on Saturday afternoons, which is the next most popular time.

You said:
“Medical tests took very long, and I had to call several times to know status of my reports” 
From 3rd May you can access your medical records online by using the NHS App or Patient Access. More information is available on our website. This includes results once they have been viewed by a doctor or nurse.

 Only 19% of students were aware that they could update their pronouns

Posters in the waiting room encourage students to let us know which pronouns they use, and staff may also ask you directly-- but if we forget or make a mistake, please tell us!

Read the full report Patient Feedback Survey Report 2023 (Office document, 320kB)


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