Potterells Patient group visit our local team to learn more about NHS 111 and our services

Our Patient Experience and local Call Centre team in Welwyn Garden City welcomed the Potterells Patient Participation Group Chair and other representatives this week who are currently undertaking a deep dive on how the appointments system works within their surgery. They wanted to understand further how NHS 111 works and especially the Directory of Services and direct bookings function. Head of Patient Experience Donna Richards, Assistant Contact Centre Manager Kira Jaggs, Contact Centre Manager Lauren Barden and System Transformation Manager Viral Ballachanda met Martin and Ish and explained the inner workings of the service, sitting with our Health Advisor Adam Cornfield to understand how calls are answered and managed. They were both really impressed with what they saw and sent us a lovely message to say thank you.

“Ish and I really appreciated the time and effort you put into our visit today. You made us so welcome, and your enthusiasm and professionalism radiated throughout the meeting. You are quite right, we have come away with heads buzzing, but with very useful and helpful tools which we will take into our Potterells project. We will be reporting to Potterells, and also we will be suggesting to the team there that they should take up your offer of assistance, at some time in the future. Thanks again, we thoroughly enjoyed the experience, and it will be of real value to the project.”