You Said, We Did
Your Feedback Makes a Difference
At Southend Coastal Surgeries, we believe the best way to improve our services is to listen to the people who use them.
We regularly review feedback from our patients through the Friends and Family Test (FFT), Google reviews, patient surveys, complaints, compliments and our Patient Participation Group (PPG).
Your feedback helps us understand what is working well, where patients are experiencing difficulties and what we can do differently.
Most importantly, we want you to see what happens after you give us feedback.
You Said...
“It’s hard to get an appointment around work and school runs.”
We Did...
We expanded access with Saturday GP appointments from 9am–5pm and evening appointments through Enhanced Access.
We also provide Saturday appointments for services including NHS Health Checks and routine long-term condition management, such as asthma, diabetes and blood pressure monitoring.
You Said...
“The phone lines are too busy and waiting times are too long.”
We Did...
We introduced Andi, our digital receptionist, and created a dedicated Call Centre Team focused on answering and managing patient calls.
We also introduced improved telephone technology, including callback options, helping make it easier for patients to contact us during busy periods.
You Said...
“Online services can be difficult to use.”
We Did...
We’ve made Anima simpler. Patients can now submit a request without an email address, password or Anima account.
We’ve also created clearer guides for Anima and the NHS App to help patients use our digital services with confidence.
You Said...
“What if I can't use digital services?”
We Did...
Being unable to use digital services will never prevent you from accessing care. Our Care Navigation Team can help you by phone or in person, or support you using our practice iPads.
We’re also introducing Coastal Assist, a dedicated service where our team can complete and submit your request with you over the phone.
You Said...
“We want more women's health support locally.”
We Did...
We strengthened our Women's Health Service, giving patients access to more specialist care closer to home.
We offer contraception advice and a range of contraceptive options, including coils and implants, with support to help patients make informed choices about their care.
You Said...
“Prescription queries take too long.”
We Did...
We expanded our pharmacy team, with pharmacists, pharmacy technicians and prescription clerks working together to improve prescription processing and make medication support and reviews easier to access.
You Said...
“We want more choice about who can help us.”
We Did...
We expanded our multidisciplinary team so you may now receive care from a GP, Advanced Clinical Practitioner, nurse, pharmacist, paramedic, Healthcare Assistant or another appropriate healthcare professional.
This helps us get patients to the right person, for the right care, at the right time.
You Said...
“We want to know more about what is happening at our surgery.”
We Did...
We improved the way we communicate through our website, monthly newsletters, social media, patient messages and practice updates.
We’re also improving our website to make services and important information easier to find.
You Said...
“We want more health support in our local community.”
We Did...
Through Coastal Cares, we’re taking healthcare beyond our surgery buildings.
We provide Health & Wellbeing Days, community events, preventative health campaigns, health education and free CPR training.
Our 1,000 Lifesavers initiative is also helping local people gain the confidence and skills to respond to a cardiac emergency.
You Said...
“We want to feel listened to.”
We Did...
We review our Friends & Family Test feedback every month and use patient comments to help shape improvements across our services.
We've also made it easier to share feedback through our website, including compliments, suggestions and concerns.