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This article describes how staff working in a genitourinary medicine (GUM) department improved its service for patients. The article outlines an action research project which focused on asking patients to complete a satisfaction questionnaire. A total of 50 new or rebook patients were asked to complete the survey and a 48% (n=24) response rate was achieved. Four key areas were identified for improvement: waiting time for appointment following referral; patients being unable to attend appointments; informing patients of results; and chaperone availability for patients and staff.