Patient Partner evaluation

Healthwatch Norfolk was asked by Reepham and Aylsham Medical Practice to evaluate the practice’s automated telephone system- Patient Partner. The aim was to develop a greater understanding of why uptake of the system is low and provide recommendations based on patient feedback.

We found awareness of Patient Partner could be improved and some people were worried it would replace receptionists.

Many patients said they had difficulties using it and preferred the option of speaking to a member of staff, and would prefer it if it was easier to use.

We made a number of recommendations based around whether the practice keeps Patient Partner, but communication with patients should be at the centre of whatever is decided.


Probably panicked and pressed button for patient partner thinking it was the only way to get through now. In hindsight should have listened better and would have then pressed to speak to the receptionist.

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