Overview

Common Reasons for Patient Frustration

·      Long wait times for routine appointments – Many patients expect immediate availability.

·      Difficulty getting urgent appointments – High demand means urgent slots fill quickly.

·      Perceived unfairness in appointment allocation – Patients may not understand triage-based prioritisation.

·      Uncertainty about when they will be seen – Lack of communication can increase frustration.

Action Points:

·      Proactively communicate expected wait times to patients.

·      Ensure triage processes are transparent and well-explained.

·      Train staff on de-escalation techniques for handling difficult conversations.

Strategies to Reduce Patient Frustration

1️ Set Clear Expectations on Wait Times

·      Display average wait times for routine and urgent appointments on the website and in the practice.

·      Send SMS updates if wait times are longer than usual.

·      Train staff to explain delays calmly and with empathy.

Checklist:

·      Regularly update website with real-time appointment availability.

·      Ensure patients are informed at the time of booking about expected wait times.

·      Use SMS/email notifications for rescheduled or delayed appointments.

2️ Improve Communication About the Triage Process

·      Educate patients on why urgent cases take priority over routine requests.

·      Clearly explain how triage decisions are made (e.g., severity of symptoms, clinical urgency).

·      Use posters and digital media to highlight how appointments are allocated.

Checklist:

·      Develop a “How We Prioritise Appointments” patient guide.

·      Train reception staff to explain triage without causing frustration.

·      Use infographics in waiting areas and online to illustrate the triage process.

3️ Offer Alternative Care Pathways to Reduce Pressure

·      Signpost pharmacy consultations for minor ailments to reduce GP demand.

·      Encourage patients to use self-care where appropriate, supported by NHS resources.

·      Offer callback options or group clinics for common concerns (e.g., chronic disease reviews).

Checklist:

·      Ensure pharmacy consultation options are well-advertised.

·      Update online booking systems to guide patients towards the right service.

·      Develop self-help guides for common minor conditions.

4️ Train Staff in De-Escalation Techniques

·      Equip receptionists with scripts and responses for dealing with frustrated patients.

·      Train staff to stay calm, acknowledge concerns, and provide solutions.

·      Use active listening techniques to diffuse difficult situations.

Checklist:

·      Conduct regular training sessions on patient communication.

·      Provide written scripts for handling complaints.

·      Empower staff to offer alternative options when appointments are unavailable.

Next Steps & Deadlines

🗓 Immediately: Review and update practice communications on wait times.

🗓 Before October 2025: Train reception and clinical staff on managing patient expectations.

🗓 Ongoing: Monitor patient complaints and adjust strategies accordingly.

Immediate Actions:

·      Ensure all staff can explain the triage process clearly.

·      Use SMS/email updates to inform patients of delays.

·      Encourage alternative care pathways where appropriate.

📢 Clear communication and proactive management of expectations can significantly reduce patient frustration and improve satisfaction!