Our weekly check-in with comments left on our Patient Satisfaction Survey

Image showing Patient Satisfaction Survey, tick boxes and pink marker pen

It’s Saturday which means it’s time again to look at the comments our patients have left on our patient satisfaction survey. We are always very interested in finding out what our patients think about the service we provide to them and are keen to look for ways to improve our services further within the limitations we work in.

This week has been rather challenging with staff sickness. We have had the bare bones of reception staff working at all staff with the assistant practice manager and practice manager needing to cover some of the shifts themselves. There have been several days where the phone lines were covered by one person only, reducing the ability for patients to get through to us on the phones. The problems this will have caused our patients will likely come through in the comments they have left and we hope next week will be a better week.

So, let’s have a look at the comments left now.

After the consultation I was told that the prescription would be available after one hour, leaving it for four hours I went to the pharmacy only to be told that it hadn’t been sent across. l went back to the surgery only to be told that the prescription hadn’t been sent to the pharmacy yet as the prescription had to be signed by a doctor and to wait until the pharmacy sent me a text before trying to collect. I waited the rest of the day and never received a text so l am left all weekend in pain. I am not pleased with this part of the process.

I am really sorry to hear this. This should not have happened and I will talk to the person who gave the patient these timelines. These are not timelines that can be kept by the GP, especially not if the GP is working as the sole GP partner on that day and receiving all tasks and requests that come in. More realistic timelines need to be given. Unfortunately, we don’t know the pressures the pharmacy works under and can’t comment on that part of the process. Communication between us and the patient can be improved, something that I as the practice manager will discuss with the clinicians concerned.

Excellent service. Seen within 2 hours of calling. Thorough consultation. Friendly approachable doctor

I have been with this practice as long I can remember never a bad word to say.

Needed to say I was going to be late for my appointment I was trying to call which took about 20 minutes for the call to be answered,i I was trying to inform the nurse i was going to be late so she could see another patient instead of waiting for me but i was a minute away from the surgery by the time call was answered which must be frustrating for the medical staff

This is the first one this week mentioning the problem with the phones. We have just been told that the ICB will pass on the contract for the telephone systems to practices from April 2024. This means we will need to either continue with the contract they have on our behalf or find a different provider. Over the next few weeks, we will be searching for a provider who can provide a better system than we currently have. No system is perfect. The number of lines and the number of staff available to answer the phone will remain a limiting factor too. We will do our best to find a system more suitable for the practice and our patients. It may also be appropriate to focus more on the possibility of using our online consultations more to take away from the pressures on the phone lines.

I received my txt for my annual check up with a link to available appointments. This is a much better
System for me to see appointments and book a suitable time. The nurse called me in on time
And took the time to listen and give appropriate advice…thank you.

We are pleased to hear the patient finds this system helpful. It is also much easier for the practice and diverts some of the pressures away from the phones.

It’s not much some improvement But it’s still far from good could say a lot more But never changes still overall not getting much better

Lines are supposed to open at 8am but frequently cannot get onto the que sustem until 20past/half past 8. I appreciate reception team are busy however when you advise you need notice of an appointment due to traveling from work (I work 1.5 hours away from
Home) I get dismissed and 9/10 or get referred to iheart by text or given an appointment with little notice. A better system is needed than a dismissive text.

Our phone lines open at 8 am. This doesn’t mean that you will get through at 8 am as that depends on the number of patients phoning at the same time. Our queuing system has limited spaces available on it as we don’t want our patients to wait for an excessively long time. Something that appears to happen far too often already. When the queue is full, you will receive an engaged tone and you will need to try again.

If your problem is non-urgent, the alternative is to use online consultations. Much easier and more convenient for our patients as it fully bypasses the phone lines. It can however take up to three working days before you receive a response, so please don’t use it for urgent matters.

It is important to know that i-Heart is much more than an out-of-hours service. i-Heart is an extension of primary care and provides the much-needed increased capacity for appointments. When our appointment system has reached the saturation point, we can refer our patients to i-Heart for an appointment there instead. This would be by asking the patient to contact i-Heart between 4 and 6 pm on 01226 242419, or sometimes we can book an appointment at i-Heart directly. This is not a matter of fobbing our patients off, but ensuring they receive care when they need it.

Service good no complaints

Need to sort out telephone system on Monday 11th December problems with telephone was unreal

We are definitely exploring options for a better telephone system. However, this week has been worse than usual due to a lack of staff because of sickness absence. No telephone system will solve that problem. We also will look if there are any options to increase the use of online consultations to reduce the need to phone the practice to request appointments or medical advice.

Fantastic Service

Very thorough review and reassured by nurse

The new way to book appointments is not working I requested a pm appointment with reception then have to wait fir a text back to find I’d got a am appointment to ring back after nearly 45 minutes trying to be told all pm appointments now gone . To then be fobbed of with i-heart . Then 2 days later asking me to go for a appointment with one of your GP’s .

Although the new assessment of need system is better to provide patients with the best service for them, it does take away from the choice they have over appointment time and preferred clinician. If you have certain requirements, please mention this at the time you contact the surgery. This patient asked for a pm appointment but was given an am appointment instead. Unfortunately, we can only work with the availability we have. If we only have am appointments, then we can only give am appointments.

How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?
Extremely likely
Can you tell us why you gave that response?
I have never had a problem, the receptionist always do there upmost to get me an appointment after I finish work, for dad and mum because they are both house bound and need me to take them in my car.
Do you think the practice has improved in the last 12 months?
The telephone system has changed for the better so yes!
What are we doing particularly well?
Getting appointment has quick as possible if not that day within reasonable time, everyone doctors, nurses and receptionist are really pleasant, patient and helpful! Thankyou
What do you feel we can improve on and how?
I can’t think of any!

How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?
Can you tell us why you gave that response?
Receptionist abrupt, didn’t appear to have been trained in hospitality. Maria was good and very thorough.
Do you think the practice has improved in the last 12 months?
What are we doing particularly well?
What do you feel we can improve on and how?
Most things

The two responses to our Friends and Family Test above are completely opposite to each other. Does that mean one is more valid than the other? No, it doesn’t. It simply means that how one person experiences a situation can be different from how another does. And it is also possible their approach towards the receptionists was different or they encountered different staff members. We’re sorry to hear the second person hasn’t experienced the care and attention they expected.

The second patient felt so disappointed about our services that they sent a second response to the Friends and Family Test a minute later. Here is the other response to it:

How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?
Extremely Unlikely
Can you tell us why you gave that response?
Felt uncomfortable receptionist was abrupt.
Do you think the practice has improved in the last 12 months?
No, it’s very rare that I go, thank goodness I’m fairly fit and healthy.
What are we doing particularly well?
It’s gone downhill in the last 3 or 4 years, inexperienced staff. Lack of social skills and training.
What do you feel we can improve on and how?
Everything especially the calibre of staff.

How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?
Extremely likely
Can you tell us why you gave that response?
Because the Grimethorpe surgery and the Cudworth surgery are brilliant, both the doctors, nurses and receptionists are so good, caring and supportive. Always improving

Thank you to all the patients who filled out our survey. We appreciate your time in doing so. If you would also like to take part in the survey but didn’t receive an invite for it, you can still do so. Please find the link below or scan the QR Code: