Give every colleague a role in service.
Two-hour workshop · 45 staff
Improve the patient experience and give non-medical staff more scope to respond to patient needs.
All 45 staff joined a two-hour workshop. Actions included reconfiguring the reception and waiting area and empowering staff to use greater discretion when booking urgent appointments.
The practice reported greater staff enthusiasm for improving patient experience, alongside improved satisfaction and operational efficiency.
The challenge
Improve the patient experience and give non-medical staff more scope to respond to patient needs.
The work
All 45 staff joined a two-hour workshop. Actions included reconfiguring the reception and waiting area and empowering staff to use greater discretion when booking urgent appointments.
The outcome
The practice reported greater staff enthusiasm for improving patient experience, alongside improved satisfaction and operational efficiency.