Patient Board Newsletter

Routine Appointments

The surgery and Patient Board know that being able to get a routine appointment when you need one is important. The surgery is currently reviewing how they manage routine appointments to help reduce waiting times while continuing to meet NHS contractual requirements. Our collective aim is to provide a service that is fair, accessible and inclusive for all our patients. We are exploring a range of options to improve access, and if any changes are made, we will let patients know well in advance.

25/26 Complaints and Compliments

During 2025/26, some patients told us that they were waiting too long for a routine GP appointment. We understand how frustrating this can be, and we have listened carefully to the feedback we received. As a result, we are reviewing our routine appointment process and booking system to help improve patients' experience.

While we cannot discuss individual cases because of data protection, we have used the feedback to make several improvements, including:

• Investing in enhanced Care Navigation software.
• Introducing a new process for contacting patients after unsuccessful telephone call attempts.
• Increasing the availability of early morning blood test appointments.

All complaints are carefully reviewed by our non-clinical lead (currently Catherine Farrington), our clinical lead (Dr Kate Jenkins), and, where appropriate, the wider practice team. If needed, the Integrated Care Board (ICB) can also become involved as an independent third party.

We are genuinely grateful to everyone who takes the time to share their experiences with us. Whether you raise concern or send us a compliment, your feedback helps us to improve our services and recognise the hard work of our team. Every message is appreciated.

Patient Survey Results

A total of 122 patients (less than 1% of our overall patient population) completed the National GP Patient Survey about the services provided at Westbury-on-Trym Primary Care Centre. We are pleased that the survey continues to show a positive overall picture, with patient experience remaining above both the Integrated Care System (ICS) and national averages across many areas of care.

The survey also highlighted areas where we can do better. Some patients continue to experience difficulties accessing us by telephone, despite the significant investment we have made in improving our telephone system over recent years. We recognise that good access is important, and we remain committed to making further improvements.

Although the National GP Patient Survey provides valuable feedback, it represents the views of a relatively small number of patients compared with our total registered population. For this reason, we consider the survey alongside other patient feedback, complaints, compliments and performance information to help us understand the experiences of all our patients. By looking at the wider picture, we can make sure that any changes we make are thoughtful, evidence-based and focused on meeting the needs of our whole practice community.

Volunteer Drivers

'Are you over 50? Want to help someone in need and make new connections along the way?

We are looking for new volunteer drivers to join our much-valued Volunteer Driver Scheme. This service plays a vital role in supporting frail and elderly patients who have no access to transport, ensuring they can travel safely to and from the surgery for their appointments. By helping people attend essential healthcare visits, volunteers make a real difference to patients’ physical and mental wellbeing and help reduce isolation within our community.

Our scheme runs in partnership with the Retired & Senior Volunteer Programme (RSVP), which encourages people aged 50 and over to volunteer within their local area. RSVP West offers training, guidance, and ongoing support to volunteers.

Volunteers also meet every few months, offering a chance to share experiences, build friendships, and feel part of a supportive community. Many tell us how rewarding they find being involved and how much they value the opportunity to contribute.

If you enjoy meeting people, have access to a car, and would like to make a meaningful difference to members of our community, we would be delighted to hear from you.

To find out more or express your interest, please contact Romany Freeman (Care Coordinator) on 0117 962 3406

Patient Services

In addition to the GP and nursing services, we are pleased to offer a range of NHS services within the practice, including: a Care Coordinator, Mental Health Practitioner, First Contact Physiotherapist and two Pharmacists. In addition, the surgery hosts private (chargeable) Podiatrist and Microsuction services.

Flu and Covid-19 vaccinations

In the spring, 73% of eligible patients had their Covid-19 vaccination. Thank you to everyone who chose to be vaccinated. In October we will again be offering the flu vaccination to eligible patients. If you are also eligible for a COVID-19 vaccination, wherever possible you will be able to receive both vaccines during the same appointment, making it quicker and more convenient for you.

Learn more about the Flu and Covid Vaccine Season

We kindly ask that, wherever possible, you have your flu vaccination with us. We have already ordered and reserved vaccines for our eligible patients and having your vaccination at the surgery helps us to plan our clinics and continue providing this important service.

• Aged 75 and over: We will have a clinic on the 3rd of October 2026 in the morning
• Aged 65 – 75: We will have a clinic on the 3rd of October 2026 in the afternoon. You will be eligible for flu but only those who are immunosuppressed will be eligible for Covid-19 too.
• Under 65 years of age with eligible health condition: We will have a clinic on Friday the 2nd of October 2026 in the afternoon.

All eligible patients will receive a text message around 6 weeks before the clinic. If we do not have a mobile number for you, please call the surgery on 0117 962 3406 at the end of August/start of September to make an appointment.

Can’t make these dates? Don’t worry, we will run additional ‘mop-up’ clinics for anyone who is unable to attend the main vaccination sessions.

Published: Jul 28, 2026