Patient Survey Feedback 2013-14

Here are some of the comments that you have made and what the surgery’s response is (if appropriate):

Comments made by patient                                              Surgery Response

Having been a patient here for many years the service has always been excellent. Many thanks.
Not always possible to see specific Dr requested on the day and at the time requested. Other Drs will be pleased to see you. Your previous clinical history is available to them or you can book a telephone consultation with a Doctor.
 Friendly Staff, fast answering, polite, nice and clean appearance. Many thanks.
If I can’t see a Doctor I rely on the Nurse Practitioners to see me. We have two very experienced Nurse Practitioners who are fully qualified to prescribe if necessary.
I sometimes have to wait too long for an appointment. Patients can book a minimum of 4 to 6 weeks in advance for a further appointment straight after their initial consultation if required. We also offer ‘on the day’ and urgent appointments if it is a medical emergency.  
Sometimes I have to ring at 8.30am to get an appointment or after the schools run when availability is limited and the telephone lines are very busy. Patients can now book appointments on line via their PC or smartphone after they have registered for Patient Access via our website (Please see the ‘do it online’ section).
 I am very satisfied with the surgery overall and the Doctors are very good and helpful. Many Thanks. 97% of our patients surveyed are either satisfied, very satisfied or extremely satisfied with our service.
Can we have later opening times and appointments after 5pm. 6pm is too early to close. Can we have appointments for workers eg Saturdays. 91% of patients surveyed feel our opening hours are convenient or very convenient. Our core opening hours are 8.30am to 6.30pm Monday to Friday. We now offer pre booked appointments from 7am on a Monday morning and between 6.30pm and 7.30pm every evening with extended sessions to 8pm on a Tuesday and Thursday evening. Please ask a receptionist for details.
The receptionist could have been more helpful arranging an appointment for me. 97% of the patients surveyed are either satisfied, very satisfied or extremely satisfied with the service provided by our receptionists. Please give as much detail as possible to the receptionist. She can then arrange for either a Doctor, Nurse Practitioner or Nurse to treat your symptoms.
 What if we are ill at weekends ? The practice is supported by the ‘Out of Hours’ service outside our core hours. NHS 111 is also available 24 Hrs a day.
Ordering repeat prescriptions has proven difficult. Repeat prescriptions can be  ordered on line using your PC or your smartphone once you have registered to use our on line patient access service. Please see our website for details.
I have had difficulty getting through on the telephone and usually have to wait to be connected to receptionists. The practice has increased to 5 incoming lines and also increased receptionist cover between 8.30 am and 11.00am. The routing of calls has also been improved to reduce waiting times.
Excellent caring staff and medical people. Many thanks.
 I have just found out that you offer other services. Yes, we offer a ‘quit smoking’ service, weight loss support, drug and alcohol counselling, a bi weekly Dermatology clinic and you can be referred to our in house counselling service. We are always striving to obtain funding for additional services.
Car parking is limited, more spaces would be good.We do not have control over the car park spaces because we occupy part of the neighbourhood centre and spaces are available to all users of the building. Car parking has been increased since the move to the new premises. The disabled spaces have also been increased from 1 to 5 spaces.
It is frustrating when appts run behind schedule. All clinicians want to run to time but this can be affected by emergencies, complicated cases and were patients wish to discuss multiple conditions in a single appt.
The surgery is excellent. Staff and Doctors and Nurses are all excellent. They should be proud of themselves. Thank you.
 The new surgery is a pleasure to come to and all the staff are helpful and very polite. Thank you.
 I have always been satisfied in the 20 years I have been a patient. Thank you.
 Keep up the excellent service Many thanks.