Here are this week’s results of the Patient Satisfaction Survey

Help us to improve our services

A bit late today as I’m still catching up after returning from annual leave last week. It’s always amazing how much work accumulates when you take a week off.

So, let’s have a look at what comments our patients have left for us this week.

Being referred to life coach has been the best thing for my health very important to me many thanks to Lucy & Louise

From this comment, it appears our nurse Lucy referred this patient to our Health and Wellbeing Coach Louise. We’re pleased to hear they found the experience helpful.

It took 7 weeks to get a blood test and results much too long

We’re sorry to hear this patient had a bad experience. Unfortunately, we don’t have the capacity to do blood tests at the surgery. (we currently only do those that form part of a wider annual review or for INR testing) We have also been struggling with sickness within the nursing team recently.

As always very happy with service.

I always find the people at the surgery to be helpful and kind. Thank you.

 have found the surgery very helpful & efficient in my recent dealing’s

After 2 cancelled appointments my visit was straight forward and quickly dealt with

My first appointment was cancelled by the surgery. I attended for a second time as instructed , the nurse was on leave and I wasn’t informed. My next available appointment is over a month away! So over 2 months just to have a medication review! I’m hoping 3rd time lucky! There seems to be lots of staff but only 1person dealing with patients, perhaps open 2 desks to be more efficient? I think privacy is a problem when queues form to discuss patients needs / care.

We apologise for the delay and the failed cancellation of the appointment. We have recently been coping with significant sick leave in the nursing team and this has increased the workload for the reception team. Everyone has worked very hard to inform patients of the cancellation, but there may have been occasions where there was a failed contact (undelivered text message, no answer when phoning). We apologise to this patient we didn’t manage to get in touch with them.

Regarding the privacy at the front desk, we agree with this patient’s concerns. The reception area does not allow privacy for our patients. This is also why we don’t allow patients to book or request appointments at reception. We want to keep the patient information confidential. For the same reason, we have also moved the phones to a different area so they can’t be overheard by people in the waiting area. We often have 2 desks in use at the same time, however, this second desk is for a receptionist to work undisturbedly on administrative duties (referrals, scanning, etc).

I saw the practice nurse and she was very caring, compassionate and offered me advice, thank you

DR TJ WAS VERY GOOD
VERY CARING

We’re pleased to hear this patient had a good experience with our Physician Associate, Miss Tariro Jera. We would like to make it clear that, although she is very good at her job, she is not a doctor. She is a physician associate who works under the supervision of the GPs.

That concludes the comments left on our Patient Satisfaction Survey. So, let’s see what responses we have received to our Friends and Family Test:

We are very grateful to our patients for sharing their views of our practice. It is great to hear what our patients think and to hear their suggestions on how to improve further. We really couldn’t do this without you. Receiving the positive feedback also helps to lift our spirits, especially after receiving a complaint, or after receiving abuse from other patients. The feedback on our Patient Satisfaction Survey provides a balance and ensures that we know that most patients are happy with our service. It motivates us to continue to give it our best. Thank you all.