Patient Satisfaction Survey 10 August

First of all, apologies that I haven’t kept up with providing the feedback from our Patient Satisfaction Survey and Friends and Family Test lately. Spending free time to do this simply caught up with me and I needed to  take a bit of time to recharge after a week of work instead.

But, without further ado, it’s time to look at the feedback received again. I will do this by starting with the most recent as those may be the more relevant ones for now. When time allows, I will work through the remainder.

We only had one Friends and Family Test filled since the last feedback. This one is from June 2025:

Now for the feedback received on the Patient Satisfaction Survey recently:

I’m absolutely amazed at how helpful everyone as been with me since my head on crash.

Very pleased thankyou

Took around 2 months to get an appointment, the first appointment got cancelled by the doctor on the day. The second time they gave me a link to book an appointment but there were never any available and then the link expired. The third time the receptionist forgot to book me in after the phone call so when I showed up at the agreed time she said the appointment wasn’t available anymore, all in all it made my condition worse.

We are sorry to hear this. It appears the appointment was cancelled due to staff sickness. If appointments are not available using the link sent, keep trying  as more  are added every day.
We also apologise for any errors made by staff in booking appointments, this may have also been a miscommunication.

Louise the Health & Well-being Nurse has been really really good at assisting me in getting the right approach to my diet and helped me immensely to gain the right mental attitude towards achieving me goals! Thankyou Louise!

Good reception ladies , nurse and doctor Ali

The doctor didn’t look at my records and just asked me what antibiotics I was given previously, didn’t seem one bit interested and I was in consultation about 1 minute. I got more help from speaking to pharmacist which usually tends to be the case

We don’t know what happened in this case and can’t check it out either. This patient didn’t leave any contact details. Pharmacy First is a very good service where you can have several conditions looked at and treated without the need for a GP appointment. We are sorry the patient felt they did not receive the care they needed.

I have visited the Grimethorpe Surgery for my under arm problem, which they have instructed me to visit the local pharmacy maybe they will give some cream for it.
The pharmacy told me we don’t have anything to give you for this disease.

It is unclear whether this was because it was something they couldn’t treat or whether they were out of stock of the item needed. They would usually refer back to the GP in either case.

Fetched her down on 1st as they rang saying doctor needed to see her and he didn’t have a clue why we was there neither did I as I asked why when they rang, waste of an appointment especially at 8.30 in the morning

We’re sorry to hear that. This also makes it clear we need to put a more robust system in place and ensure the receptionist booking the appointment states on the appointment what the appointment is for. We have informed our staff to do so from now on.

Excellent service by all the team at surgery

I had an appointment with nurse Gemma this week,she was very helpful and informative put me at ease. Very good experience.

This appointment was for annual medical review which is supposed to be done around your birthday, mine was 24 June, I was not contacted and had to call the surgery for an appointment. Apart from that the nurse was extremely helpful.

Your birthday review is due in the month your birthday falls. If your birthday is in January, we will call you in April. If your birthday is in February, we will call you in May. If your birthday is in March, we will call you in June.
Occasionally,  we will not get around to calling you in time, so please feel free to contact us if you haven’t been called yet and you are  due. The recall is not an automated system and we need to go through patient records one-by-one to check what reviews are due before texting the patient with the invite. This takes some considerable time and we often only get through about 40 records within an hour. With a practice population of around 7500, that means it takes a  lot of time. Time often found in the very early hours of the day, or in free time.

Appointment system is not good

Without any further information what particularly this patient found failing in the appointment system, or suggestions how they feel we should improve it, there is little we can do to try and improve the system further. We know often the patient making a statement like this is unhappy as they didn’t receive an appointment on the day, time and with the person they wanted. Or because they were signposted to a more appropriate service.

We will leave the feedback at this for today. Thank you to everyone who has taken the time to answer our Friends and Family Test and our Patient Satisfaction Survey. It is much appreciated.