Patient Satisfaction Survey

Time for another look at the comments left on our Patient Satisfaction Survey this week.

‘The advice l received was very informative.
Small changes to my lifestyle is hopefully going to make a big difference’

‘I would like to add the receptionist was professional friendly & genuinely tried to help. For that I am most appreciative.’

‘Had appointment with nurse for blood test and to hand home BP readings in. This all went well but I had been left waiting in the waiting room for 50 mins as the receptionist got distracted and forgot to check me in even though she told be to take a seat on arrival. This was not a major problem as I had nowhere else to be and I know she was very busy with phone calls etc and this was an isolated incident I’m sure.’

We’re sorry to hear this. Please, if you are left waiting for a while and have not been told the clinician is running behind when booking in, check with our receptionist on the progress. Our receptionists are human too and may occasionally get distracted, or the computer system may crash before they had a chance to mark you as arrived.

‘The doctor stop some of my medication on my prescription and will not put them back on my prescription be he said you can buy them at the chemist but they only can buy them 3 times and you have to go back to the doctor because they will not allow you to buy any more’

This is not something that the doctor can influence. Medication which is available over the counter should no longer be prescribed by the GP. This includes things like simple pain killers, creams, vitamins and certain food supplements. This is a directive by NHS England and not GP choice.

‘Lovely nurses’

Results/comments from our Friends and Family Test:

‘Making an appointment telephone system calling after 8am often results in over an hour on the phone waiting In a queue then wait to see if you need an appointment with the doctor sometimes you can reach number one in the queue and the system takes you back to the beginning of the queue this needs to be looked at
Repeat prescription are an issue at times from ordering to pharmacy preparing resulting in not enough time to obtain medication and prepare before medication runs out not good for anyone taking numerous tablets a day’

The 8 am rush continues to be a problem for most practices (if not all) despite all measures put in place to help avoid this. We know that our busiest time on the phone is between 8 and 9 am. People can contact us any time of day to request an appointment, however, our appointments are limited and once they have gone, no more are available.

An alternative, for NON-URGENT QUERIES ONLY, is the online consultations platform. Through this, you can request medical advice, appointments, administrative advice (like request for fit notes, check on results, check on referrals). It may take 3 working days before we sent you a response to the query, so don’t use it for anything that is same-day urgent. You can find that at https://florey.accurx.com/p/C85018.

Repeat prescriptions requests are usually processed within 2 working days by the GP. They will however be dated for the date the prescription is due. As soon as the GP has signed the prescription, it leaves the practice. It becomes available to the pharmacy to download on the day the prescription is due. The practice has no influence on the pharmacy’s processing time. We do not date the prescription earlier than when it’s due (other than in exceptional circumstances) for safety reasons.

‘Had a comprehensive discussion with Dr Matters regarding my health matters and I felt listened to and sorted out an exray for my wrist.‘

‘Lovely nurse’

‘Staff were very kind and helpful. My brother was very nervous and they put him at ease. They helped us so much.’

There are different queues already. One queue is for appointments, one for home visits, and there are queues for queries, test results and prescriptions too. We don’t allow prescription ordering over the phone, other than for a few housebound patients where this is the only option for them.

‘Doctor Sam was very patient with me. I had been to Northern General Hospitol and felt traumatised when I was shown the equipment that would be used. I left there and decided that l wouldn’t be able to carry out the scan.
On seeing Doctors Sam I found her to be very patient with and I felt a lot happier about what she said and I left the practice feeling a lot happier and would prefer to consult Doctor Sam in the future’

Now it’s time to look at the comments left about our nursing team:

Amy:

Q10. What do you feel this healthcare professional is doing particularly well?

            I am happy with the people I have spoken to some time a bit confused but it’s all new to me thank you for your time

Ellie:

Gemma C:

Gemma W:

Julie:

Nurse appointments are bookable in advance. We don’t offer prebookable appointments for GPs, instead using an assessment of need system as advised by NHS England. This means that all appointment requests are assessed before an appointment is offered, or the patient is signposted to services that might be more appropriate. Some signposting may be done by our receptionists already, but GPs can do so too.

Core hours are 8 am till 6.30 pm. We don’t have any late night appointments as part of our extended hours appointments. Ours are between 7 and 8 am only and are telephone appointments. These appointments are for medication reviews on 2 days a week and for general telephone appointments once a week which will be assigned after an assessment of need.

Lucy:

Mandy: