Patient Satisfaction Survey comments 29/11/2025

Good morning all,

It’s time to look at the comments our patients have left on our Patient Satisfaction Survey. We have currently also got a survey running specific to our nursing team as part of their annual appraisals and revalidation. We are grateful to all who are sharing their views of care provided with us.

Here are the comments we have received in the last week:

‘Gemma as always was fab she combined my appointment for bloods with my yearly check up.
She did ask whst was happing with my back shoulder hip ect pain. Not a lot! I did request pain killers but must have been denied as no text!’ (Gemma W)

‘Great communication, understanding, and awareness of my situation. Fully focused, but not rushed, and listened to me. Felt like she cared. Didn’t even feel the needle, when she took my bloods. Very nice person.’ (Gemma W)

‘She was very pleasant made you feel comfortable listened to what I had to say and explained what was happening’ (Gemma C)

‘Although it took 1hr 11 minutes to make my appointment (triage) the medical centre was very good. Dr Ali was very pleassnt and listened to my issues. Gave me pain killers and sent me for an xray. Overall i was very satisfied with the proceedure.’

‘Builds up a friendly, trusting rapport with the patient.’ (Gemma C)

‘I would like to provide feedback on the exceptional care and support I have received from Mandy. Mandy has been one of my regular nurses now for 4 years. she has consistently shown professionalism and kindness, she always takes the time to listen, explain things clearly if I don’t understand, and makes sure I feel comfortable.

Mandy goes out of her way to check in, follow up, and even squeezes me in for appointments, even if she is quite busy.’

‘Amy is a professional but friendly snd approachable. She puts me at ease and is happy to answer any questions’

‘She took time to help and support me, she gave me good advice and showed care and understanding, although she had other patients waiting she did not rush me, and on this occassion, I needed the help and support and was very grateful’ (Mandy)

‘A very good listener, attention to detail and a caring personality.’ (Gemma C)

‘Im very pleased with the service’

‘After being denied an appointment for a 2 year old and advised to go to the hospital. It was only after kicking up a fuss was I granted an appointment. The appointment lasted 2 minutes and the outcome was good. This would have been a 12 hour wait in A&E which would have had the same outcome but only after wasting hospital time that is already under great strain plus exacerbate everything for a disabled child.

In order to prevent this from happening in future, more questions should have been asked by the practice manager to ascertain the right outcome and give the right advice, rather than assuming.’

To clarify, on this occasion the practice manager was covering reception because of staff sickness. A task had been sent by the triaging clinician to advise the patient to attend A&E based on the details the parent had provided. The practice manager passed on this advice and, when the parent explained the reasoning for why they didn’t want to take the child to A&E, sent a message to the triaging GP to ask if their advice remained the same.

‘As normal the best freindly service always helpful.’

‘Bored in 10 mins before appoint told to sit and would be called when they ready. 40 mind later asked was there a problem told person I spoke when I arrived hadn’t booked me in so I was marked as did not arrondissement bynurse. No offer of bring seen then as no spaces poor service again’

In this case, despite the patient not having been marked as arrived in error, the healthcare assistant actually called out the patient’s name in case this was the case. The patient didn’t respond. The patient received an apology for the oversight at the time, and was informed that the team member didn’t have a free spot at that time, so they might not be able to be seen. The patient showed their displeasure and left before there was a chance to rebook or ask the healthcare assistant if she could still see them after all. The patient was even phoned by the healthcare assistant at the time.

‘No complaints currently. Keep up the good work’

‘I came for my appointment at 8am dr did not turn up to surgery i left surgery at 8.30 after being told that the dr was not there’

We don’t know what happened here, but we will look into this.

And that completes the feedback received this week. Thank you to everyone who has taken the time to let us know about their experience with the practice. It is much appreciated.