Patient Satisfaction Comments

It’s time to have look at the comments left on the Patient Satisfaction Survey this week. All comments are welcome as they help us to improve or maintain our services.

‘Lovey Dr, very proactive and understanding.’

‘I didn’t feel that the pain in my thighs and feet all the way up to my thighs I do understand that it’s not fluid but it’s more like a fat due to my under active thyroid and I do understand my medication has been increased but I have done some research and lipedema is connected with my condition and also There’s is no pitting but my thighs have puffy lumps under the skin and after being on my feet I get swelling and marks where socks have been but the longer I am on my feet the more swelling and pain increases’

We’re sorry that we’re not entirely sure what this patient was trying to say. It does, however, sound like this is a medical issue that they might wish further help with. If that is the case, we would recommend that they contact us again to request a further appointment. This is possible via online consultations or by phoning the surgery to be added to the assessment of need list.

‘The Nurse sorted me an appointment for my b12 when receptionist told me i wasn’t booked in for it after i had phoned & booked in weeks prior, to be then told there were no appointments left untill january, obviously there were.’

We’re sorry to hear there was a mix-up with this patient’s appointment. I suspect the nurse arranged an appointment for the patient by squeezing the patient in where no appointment existed. This is not a question of the receptionist lying, but of the nurse going above and beyond her duty.

‘I had a very pleasant conversation with Dr Matters this morning about my health and medication’

We’re pleased to hear this.

‘Had hormone tests done need a follow up appointment thanks brilliant service’

‘The service and support I got from the receptionist and my local doctor was satisfaction polite and understanding very supportive for my mental health and care’

‘Nurse and reception very helpful friendly and professional. Great that they have now got full time nurse’

Our nurse Gemma has always worked 4 days a week for us. Now that she has completed her nursing degree, this means we have one nurse who works full days. This does not mean that blood tests now can be done after 3.30 pm in Grimethorpe. They still need to be done before then as the samples are collected shortly after and don’t keep overnight.

‘Sometime queues are long on the phone getting through….but receptionists are really polite and easy to talk too….’

The phone queues have only minimally changed since the new system. It is now however possible to request a call back rather than waiting in the queue. Please, make sure you don’t hang up until the system tells you to, or the request is not completed. The system will only make 3 attempts to call you back, so if you don’t pick up at those attempts (which may occur at a time you haven’t got signal and then even won’t show as a missed call), it will stop calling you back. If you haven’t received a callback within 2 hours from your request, please try again as this suggests something went wrong with your request.

‘Excellent’

‘The nurse was very nice made me feel comfortable and was chatting to me as well’

‘The receptionist wanted me to see the dr regarding my blood results, however I had to wait over three weeks to see the dr. I did ask if the dr could just write me a prescription as I am aware how busy they are but that wasn’t possible. Seen the dr was a waste of his and my time. I felt really embarrassed as the dr said my bloods were nothing to worry about. Even tho my iron was low.’

We’re sorry to hear this. It isn’t the receptionist’s decision whether a patient is asked to see a doctor to discuss their blood results. Instead it is the doctor who views the result who decides if a patient needs to be seen. Not all doctors have the same threshold for asking patients to come in to discuss the results.

‘The service I received was excellent Gemma Walker was really good. Even when she took my blood and I have jus a small mark there usually I end up with a bruise.’

‘The doctor was very helpful and friendly put me at ease’

‘I found the receptionist to be professional yet caring. She explained the process & said I receive notification on my NHS app. I was seen the same day. Thank you’

When patients contact the surgery and are added to the Assessment of Need list, they will receive an outcome of this assessment once it has been completed. If a patient has, or has ever had, the NHS App (for instance, for their Covid Pass), these messages will go to the NHS App. Please have your notifications switched on in your app so you get alerted to the new message when it arrives. Only if the message isn’t viewed within the app within a certain time period will the message arrive as a text message instead. This  may be several hours, or even a day later than  when the message was sent. As some  of the messages contain an appointment time within the hour, it is important  patients  check their messages in the app regularly. When there is an urgent reply to their request, the surgery may call the patient instead (for instance if the advice is to ring for an ambulance or attend A&E).

‘Just like to say thankyou to both Grimethorpe and Cudworth Surgeries for the help and assistance that they provide and keep up the good work.’

‘Very helpful staff and drs’

‘As always over the last months very supportive from receptionist to GPs’

‘Ellie was amazing’

And here are some comments left on the Patient Satisfaction Survey specific for our nursing team:

Amy:

Gemma C:

Gemma W:

Julie:

Lucy:

Mandy: