FELLVIEW Healthcare have announced they will bring in changes to bolster patient experience and improve on issues that are apparent within the practices.

The first of the improvements that are being made will enhance accessibility for patients when ringing the surgery.  Centred around a new reception hub, all receptionists for each branch have been relocated into a single office, directing all four phone lines through this consolidated hub.

However, all the sites will continue to have a “front of house” receptionist for those attending the surgery and self-service check in screens will be available soon to reduce the queues at reception. 

Fellview Healthcare announced the changes through their Facebook page and said: "This is part of the changes we are making to improve our service to our patients.  We are recruiting more reception staff and also have new positions available if you would like to become part of our team."

Fellview Healthcare is a merger of four surgeries which include Beech House, Cleator Moor, Flatt Walks and Griffin Close, and North Cumbria Primary Care Alliance (NCPCA), currently holds the NHS contracts for the practices.

The improvements follow consistent low rankings in the GP Patient Survery review for 2023 whereby Fellview Healthcare scored the lowest for overall experience at 50.51 per cent. 

Just 3.02 per cent of those surveyed said said that they see or speak to their preferred GP, and 9.52 per cent said they had ease getting through on the phone.

The 2022 survey followed a similar pattern. Fellview Healthcare scored the lowest for overall experience at 44 per cent. Only 16 per cent surveyed replied saying it was easy to get through on the phone and just 21 per cent going on to say they had a good experience making an appointment.