At Willows are striving to improve the quality of the provision of healthcare we deliver. We acknowledge access is a part of this provision. The patient experience is central to our mission. We had noticed patients were waiting on telephone lines for long durations before being spoken to by a receptionist. As a result, we have introduced the latest digital software in healthcare communications which allows an increase in the number of phone lines working for the first time.
We are also working hard to improve the patient experience by training our receptionists to facilitate patient queries, so they are resolved by the right person, at the right place, at the right time.
Our PatientLine is staffed by our Patient Liaison Officers who will try and facilitate every query a patient may have. This may include signposting to seek the correct advice at the right place, by the right person, the first time.
Our objective is to incorporate every Willows Health site to ‘PatientLine’.
The sites who will be PatientLine ‘live’ by March 2021 are:
Willows Health Coleman Road (formerly the Willows medical practice)
Willows Health Paisley Road
Willows Health Springfield Road
Willows Health Thurncoat Road (formerly Willowbrook Surgery)
Willows Health Astill Lodge Road (formerly Heatherbrook Surgery)