A day early – The results from the Patient Satisfaction Survey

An image depicting a survey with tickboxes and a pink highlighter. in the left bottom corner there is a QR code to take you to the survey.
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I am still on annual leave, so adding this post a day early instead. What comments have our patients left on our Patient Satisfaction Survey this week?

Doctor Sam was abd always has been very thorough with my issues and has helped me get through a difficult time.

Had a good meeting with the practice nurse. Friendly and welcoming.

I was disappointed at having to contact the surgery a week after my blood test for results l wonder how long l would have waited if l had not done this, is this standard practice now.

Unless we receive an abnormal or borderline blood test result, we do not contact patients about these. However, this relies on the practice receiving the results. Occasionally, results will be sent to the incorrect practice in error, which can cause delays. We, therefore, advise patients to contact the surgery to enquire about their results instead. This can be via online consultations (bypassing the busy phone lines), via the telephone, and often you can also see the results in the NHS App.

Fantastic service was informed on arrival that the GP was running behind and by how long. Gp was attentive listened to my concerns and was thorough with his assessment.

Ellie presents in a caring and professional manner.

No improvement needed,it’s always nice to have a pleasant and attentive response when I have an appointment.

Disappointed with my recent consultation, I felt the Doctor didn’t understand the background to my ‘headache ‘ and was judging me on my request for a med 3 . I attempted to discuss how I felt but realised it was falling on deaf ears .

We’re sorry to hear this and are certain this wasn’t the GP’s intention.

Doctor was really nice but receptionist was very rude I asked before speaking to her if it was best to make an appointment on line but told me I could do it at the window then because she was taking to long they was a cue and then told me I wasn’t supposed to make appointments at window I should have done it on the app

I suspect there was some miscommunication here. We do not accept appointment requests at the reception desk because of confidentiality issues. Anything said at reception can be overheard in the queue or waiting area. Requests should be made via the telephone (or if non-urgent you can request medical advice via online consultations). We do not allow online booking of appointments, other than through the self-book links we sent out at the request of the doctors or for annual reviews.

And now it’s time for the results from the Friends and Family Test this week:

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?Very good and friendly experience. Felt supported throughout and didn’t have to wait long for an appointment.
Do you think the practice has improved in the last 12 months?Yes
What are we doing particularly well?Providing a safe space with friendly experience.
What do you feel we can improve on and how?More frequent GP appointments.

We’re not entirely sure what they meant with more frequent GP appointments, but suspect they meant an increase in available GP appointments. Unfortunately, this is not something we are able to provide because of a lack of space to house extra GPs. The funds needed to recruit additional staff has also been moved from GP practices into the Primary Care Networks (PCNs) and is ringfenced by NHS England for additional roles (this excludes GPs currently).

This concludes the results from our Patient Satisfaction Survey this week. I leave you with a picture taken on a walk this week and hope it will bring you some relaxation too.