Better late than never – Patient Satisfaction Survey Results September 2024
While the pressures of work took over, we’ve not had much chance to share the results of our Patient Satisfaction Survey with you. We continue to receive the feedback and will try to catch up with the feedback we’ve received. Feedback which we haven’t shared since our new website went live in September 2024. (Yes, I feel ashamed for not keeping everyone in the loop, but sometimes life gets in the way, and I only have time to share this during my free time).
So, without further ado. Here is the feedback we received in September 2024but haven’t shared yet.
“I felt dr Ali was very thorough”
“Hi Due to my first appointment being on the 19th July when the internet went down, i cannot give a fair review. Also my results were sent back to the wrong place, and Dr Maters had to find them. So owing to these problems, which were not the practices fault my follow up appointment was not until the 16th of July with Mandy, which was carried out in a very friendly and thorough manner, which I thank her for.”
“I have always got a appointment but I only phone if I need a doctor and I find the way appointment are done now is a lot better before even when you really needed to see a doctor there would not be any appointments left because of time wasters“
“I find the process of getting an appointment easy, I do have patience when trying to get through on the phone, I’ve never been disappointed.
Dr Sam is a fabulous GP, but not only that, she is a lovely lady too, she listens, doesn’t rush me, and has supported me over the past 3 years to manage my mental health
I would be lost without her support.“
“I got told to pick up a prescription from the pharmacy but my order hadn’t been sent from the doctor“
I don’t know what happened here, but if you see our physician associate and she advises a prescription, she will need to request the on-call GP to do this prescription for her. Depending on the time of day and the other workload of the GP, there may be a delay in sending this prescription to the pharmacy. We have, therefore, advised our physician associate to mention this to the patients and advise them to contact the pharmacy before attending to collect their medication. Depending on the GP’s workload, the prescription may not arrive at the pharmacy until the next working day.
“Very good experience. The nurse was fantastic. Couldn’t do more.“
“Very happy with my appointment dr was very attentive and listened to me and ongoing tests sorted.“
“I was contacted as regards a medical review“
“Could not get through on the telephone so had to visit surgery in person.“
Although our new phone system is much better than the old one, there still appears to be a major rush on the phones at the start of the day. Patients do however now have the option to choose to request a ring back instead of staying on the phone until it’s their turn. The phone system (not the practice itself) will call the patient when it’s their turn in the queue. It will only attempt to make contact 3 times. If it has been unsuccessful on the 3rd time too, it abandons its attempts to contact the patient. Some patients may not see the missed calls displayed on their phones. This can happen if their signal was very poor at the time the call was attempted.
To receive a successful call back, please stay on the line until the system informs you that you can now hang up. If a call back goes to a voicemail, the call is logged as successful and the system will also abandon its attempts. When this happens, the receptionist will leave a message to inform you that this is a call back from the surgery and to contact us again if you still need to speak to us.
Last year we also experienced some issues with staff shortages. As a result we only had one receptionist answering the phone for both sites on occasion. We try to keep these times to a minimum, but we can’t always predict staff absences.
“The doctor was unable to help at this point and we was told to wait and see how he felt Sunday.“
I’m not entirely certain what happened on that occasion. Unfortunately, GPs are not always able to help. There are conditions that cannot be treated and the only thing a GP can do is offer support during those times. And, of course, there are also self-limiting conditions like the common cold. Again, the GP can do very little for this, but it will improve on its own in a matter of days or a week.
“Lovely nurse who was very patient with my children :)“
“Could not have gone better thankyou“
“This was my first contact with the surgery in person for a health assessment. The telephone waiting is too long.“
“Was treated with care and understanding from making appointment to seeing the doctor on this occasion
many thanks Well Done”
“Patient details between other services within the same building such as diabetic nurse liaison & GP requested medication between both would be quicker if more nurse lead practitioners available. This is surely an opportunity worth exploring to enhance the services between specialist lead teams within the NHS reducing valuable GP time . I know the NHS is having a hard time financially but if it expects the GPs to take on more they should fund it better. You all provide an excellent service THANK YOU ALL“
“I was not impressed with the doctor as what he said could have been said over telephone call and was not helpfull at all ,was like he had not read my file before appointment“
It’s again difficult to know what happened here. Although some GPs may have known you for many years and know a lot about you and your medical history, it is not (always) possible to read a patient’s file before a consultation. Time usually only allows to quickly read the last few consultations. Especially where patients have a complex history with several folders of paper files as well as many years’ worth of consultations on the clinical system. This doesn’t exclude the possibility the GP could have looked at the last few consultations or the reason why the patient attended on this occasion. This is however not always clear from the appointment screen.
“Jackie is excellent, she knows her patients and takes time for them. She is amazing and her retiring will be a huge loss to the practice.“
Jackie definitely is excellent. We loved having her as part of our team and we all miss her (patients and staff). She is now enjoying a very well-earned retirement and hope she will keep in touch with us as she’s become a friend to us all.
“This was for my annual check up and all went great I have done all I can to look after myself.“
And that concludes the comments left on the survey in September 2024. I will try to share the comments left more regularly than I have done lately and slowly catch up with the months we didn’t share.