Presentation to the Patient Participation Group AGM

For those who were unable to attend the Patient Participation Group meeting earlier this month we’d like to publish some of the information presented about our workload and statistics over the past year.

Total Triage

The move to Total Triage means that our team review and process all requests via Anima and aim to clear the workload, if possible, on the same day. People can submit their requests online, on screens in the surgery, or our receptionists can submit a request for them.

Since its introduction in summer 2025 we have seen improvements across key indicators including: 

• A rise in the total number of appointments offered:
  • From January to June 2025 we delivered 102,283 appointments.
  • This rose to 138,398 between July and December 2025 – an increase of over 35%.
• An increase in Anima requests:
  • This has risen from an average of 1,100 per month pre Total Triage to 5,800 per month.
• A reduction in average phone wait times over the day:
  • The January to June average wait was 10 minutes and 14 seconds.
  • The July to December average was 5 minutes and 4 seconds.
• A reduction in average phone wait times between 8am and 9am:
  • The January to June average wait was 19 minutes and 20 seconds.
  • The July to December average was eight minutes.

Achievements

• We have introduced phlebotomy clinics to help with growing demand.
• Our Google Review rating has risen to 4.1 out of 5 stars, compared to 3.6 stars this time last year.
• We achieved the Silver Green Impact Award for our work around environmental sustainability, energy saving, recycling and efficiencies and are planning to continue this, with team members taking responsibility for different areas and ongoing improvements.
• Thanks to everyone who has used our Health Kiosk at Sheepmarket. With 577 completed pathway questionnaires over the last three months, we are number 2 in the highest performing practices. The kiosk suppliers, Interactive Innovations, want to feature us in a case study to share with other GP practices.
• We delivered thousands of flu and Covid vaccines at our clinics this year. Thanks to the members of our Patient Participation Group who volunteered their time to direct patients and help the events go smoothly.

Published: Feb 26, 2026