The inspiration for this blog comes from sitting trying to get a doctor’s appointment for my daughter. Frustration is causing me to write my thoughts down! I know that all doctor surgeries have different policies on how you get appointments, but this is how my one works. Appointments are available to book on the day from 8.30 every morning. I have to start by saying that this is a great service, being able to see a doctor the day you really need to.

So why am I writing this then? Well, from 8.30am, it seems to be a race to see how many times you need to call the surgery before you actually get through. This morning, it was only 56 tries (which is actually not too bad)! My previous record was over 200 tries! This is how I discovered that an iPhone only has 200 records on a call log! As someone using the service, I dread trying to make an appointment. It is stressful, time consuming and so frustrating, just trying to get to the point where you can speak to the receptionist.

I have to say, once you get through to the receptionist, it is quick and easy to get the appointment. A description of what is wrong and a ‘yes, how is 2pm?’ is then all it takes to get a time to see a doctor. Arriving at the surgery, you can tell the receptionist you are there, or you can check in at a touch screen and the appointment with the doctor itself is efficient. I just can’t get past the how difficult and stressful it is to get to that point.

As a customer, I don’t feel that the way it is currently done is the most effective way to do it. Maybe it works well for the people who work there, it is efficient for them, and they get what they need out of it. I’m sure that mornings as a receptionist in a doctor’s surgery are very busy and have to get through a lot of calls for people making appointments, so I think that the current process is set up to help them do what they need to do. But do other people trying to make appointments feel the same way I do? I would love to be able to help the surgery improve their process for making appointments. Every time I have to call the surgery, I always think - surely there is a better way to do this?

How often, in a work setting do we feel frustration when performing a task? How often are we having to find a work around to complete tasks, or fixing errors? We shouldn’t be putting up with it, finding ways round recurring issues, we should be asking ourselves ‘is there a better way of doing this?’.

self this question, make sure you also consider the importance of the customer – make sure you find the better way for you, as well as your customers.

There are many different ways to find the better way – process redesign, service design, creative problem solving, key issue identification to name a few. We can help and support you to find the best tool to use to find the ‘better way’. Get in touch with us at continuous-improvement@strath.ac.uk and we can discuss the best approach for your needs.

I would encourage you to think about your processes and ask yourself, ‘is there a better way?’.