It’s the weekend and we all know what that means. It’s time to have another look at the comments our patients have left on our Patient Satisfaction Survey. And what a week it has been. Once more we struggles with issues with the phone. Where we had problems with non-existing phone numbers at the end of last week and the first few days of this week, at the end of the week there was an outage at Pulsant causing havoc once more. We can’t wait for our new system to be introduced but don’t have a date for this yet. Let’s hope there won’t be an issue again after this. (or at least not as often)
Here are the comments left on our Patient Satisfaction Survey this week:
I very rarely see a Doctor all my appointments are with the Nurse. I have only praise for the young Nurse that I see(Ellie) She is so caring, polite, helpful, nothing is too much Trouble.She makes you feel at ease and has always a smile.
I like the Patient Access. it is very good for ordering prescriptions and checking records test results and documents. and the practice keeps these up to date.
Dr Ali was fantastic, he met all my needs and gave me the time to talk about everything considering they have no notes on what I have had done previously.
Q1 Q2 Q7 unable to answer. After I booked a wrong appointment via the text message service and where I was unable to correct it, the following day I rang the surgery to amend it and I was on hold 20mins, so I drove to Cudworth surgery to speak to the receptionist to change the date. This date was then changed by the surgery twice due to staffing issues, this was out of my control. On the day of my appointment all the appointments were running a little behind, the nurse I was seeing apologies. All staff were helpful. My appointment was 20/5/24 1:50pm
Ellie was very professional but very approachable and thorough. Very good personality, felt listened to.
A very good addition to the practice.
My appointment was dealt with ok.
Follow up call and face to face was met
Now it’s time to look at the results from the Friends and Family Test:
| How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment? | Likely |
|---|---|
| Can you tell us why you gave that response? | Because its nearest doctors to us. |
| Do you think the practice has improved in the last 12 months? | Yes and no |
| How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment? | Neither likely nor unlikely |
|---|---|
| Can you tell us why you gave that response? | It’s really hard to get through on the phone most days. |
| Do you think the practice has improved in the last 12 months? | The practice is fine it’s the appointments trying to get through on the phone, needing information or advice your stuck in a queue on the the phone, there’s no options for appointment, advice ect . |
| What do you feel we can improve on and how? | The phone lines, give options rather than sit in a queue for she’s to afk a question or get advice. |
We agree with this patient our phone lines are the main problem within the practice. This is also why we are keen to have a new and better system in place. We are currently waiting to hear when we will change over to our new provider with an improved service and more options for our patients. If you wish to have a say in what you think of our current system and what you would like to see in a new system, please fill in our telephone surveys here: https://www.grimethorpesurgery.nhs.uk/information/patient-information-and-support/we-welcome-patients-feedback-on-their-experiences-with-the-practice/telephone-system-telephone-access-survey/
| How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment? | Extremely likely |
|---|
| 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? | Can not get better than the se rvice I received y |
| Do you think the practice has improved in the last 12 months? | Yes |
| How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment? | Likely |
|---|---|
| Can you tell us why you gave that response? | I’ve had great treatment over the years. |
| Do you think the practice has improved in the last 12 months? | Not really |
| What do you feel we can improve on and how? | The length of message needs to be reduced on your answering system and calls need to be answered quicker. |
We aren’t planning on changing the message currently as we are waiting for a new system to be installed. This will hopefully take place soon. Once the new system is installed, the messages will change and the options will be wider. We also aim to change the waiting music when this happens.
And that completes the feedback we have received this week. We are pleased to see most patients are happy with the service provide and we seem to be doing a good job. Everyone at the practice works hard to help and support our patients within the constraints we live in. We will continue to give our best to our patients. This doesn’t necessarily mean we will do everything our patients want or demand. What people want and what is in their best interest aren’t always the same things. Nor is it always possible for the surgery to provide this. Thank you to everyone who answers our Patient Satisfaction Surveys. We really appreciate the time you spend doing so and we use all the feedback we receive to improve our services further where we can.
