Bridging the Gaps: Why Understanding NHS Services Matters for Better Patient Experience
Today, I attended a training session about using digital tools to increase access to GP services. It was an insightful discussion, but one particular moment really stood out to me and got me thinking. A colleague shared their experience of working in NHS 111, where they used to book GP appointments and tell patients that their GP would call them back within 1–2 hours. However, now that they work in general practice, they’ve realised that this isn’t always the case. GP appointments are often triaged, sometimes by admin staff and the callback time depends on the urgency of the issue and how busy the service is that day. The reality is quite different from what they were previously telling patients. The trainer leading the session responded with a powerful point: relationships within the NHS matter more than we realise. If the person who shared this story had a connection with someone still working in NHS 111, they could pass on this insight. That way, NHS 111 staff would have the correc...