Despite changing the appointments system and reducing the wait to see both GPs and nurses, the most popular change the practice made during the transition was the introduction of an information stand for patients. The stand was placed in the doorway area and staffed at all times.

This was initially set up to help patients with the changes to the appointments system, to answer any queries they may have had and to reassure them about the reasoning behind it. This changed over time and patients saw it as an opportunity to make general enquiries.

It enabled confidential enquiries to be dealt with more appropriately, rather than patients having to talk to staff in the reception area.

Staff from other GP practices in the area mentioned the stand while at meetings with the practice manager; their own patients had heard about it from other patients.

Once the new appointment system had bedded in and patients were comfortable with the changes, the information stand was taken away as the practice staff no longer felt a need for it. However, due to its popularity, the stand was soon reintroduced.