It’s Patient Satisfaction Survey time again.

An image depicting a survey with tickboxes and a pink highlighter. in the left bottom corner there is a QR code to take you to the survey.
Help us to improve our services

The weekend is here again and with it comes the time to have a look at the comments left on our Patient Satisfaction Survey and Friends and Family Test. We consider this an opportunity to look for ways to improve our services further, although we can only change what is within our power to do. So, without further ado, let’s have a look at the comments left.


Great service again from Dr Maters and his team..


Satisfied with the service I’ve received, however my wife is struggling to see a GP in person. I’m not keen on having to disclose information of a medical and private nature to the reception team. No disrespect to them, the new system and clinician led triage is dependant on the accuracy of the information collated by none clinically trained staff.

We understand the hesitance some patients may have to disclose private matters to a receptionist. However, our receptionists are just as bound by confidentiality rules as the clinicians are. The information they collect is based on the questions mentioned within a template developed by someone with a clinical background. If a clinician feels there is insufficient information given to make a safe assessment, they will request further information or err on the side of caution. We consider it to be a safer system than the one we had in place before the assessment of need system we currently use.

And now it’s time to look at the results of the Friends and Family Test:

How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?
Likely
Can you tell us why you gave that response?
Because the doctors, nurses and staff are good.
Do you think the practice has improved in the last 12 months?
Yes
What are we doing particularly well?
You’ve improved getting an appointment

This week the feedback is a little thin on the ground. We suspect this may be because we are currently running a Patient Satisfaction Survey for our nursing team too to help them prepare for their personal development plans, their appraisals, and their revalidation. Thank you to everyone who has taken the time to complete any of our Patient Satisfaction Surveys. Your time and effort are much appreciated and we use all feedback to help improve our services.

Closed for Staff Training tomorrow 21 February from 12 pm

The surgery will be closed tomorrow from 12 pm for Staff Training.

For medical help during this time:

Life-threatening? 999

Urgent? Contact NHS111

Non-urgent? Contact us from 8am on Thursday, or online via https://florey.accurx.com/p/C85018

This week’s comments on the Patient Satisfaction Survey

An image depicting a survey with tickboxes and a pink highlighter. in the left bottom corner there is a QR code to take you to the survey.
Help us to improve our services

Time really seems to fly. It’s the weekend again already and we don’t know where the time has gone. The weekend again brings the task of looking at the comments left on our Patient Satisfaction Survey and the Friends and Family Test. Today, we will start sharing what was left on our Friends and Family Test first.

How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?
Extremely Unlikely
Can you tell us why you gave that response?
Nobody seems to communicate with each other, core team sent me to my GP to prescribe and the GP said no the core team must do it or instruct?
Do you think the practice has improved in the last 12 months?
Unsure
What are we doing particularly well?
Unsure
What do you feel we can improve on and how?
Communication with the mental health team at Lundwood

When a specialist would like the GP to prescribe something to a patient, we really on the specialist sending this request to us. Only once the request is received (and it is something the GP can and feels is within his/her competence to prescribe and safe to prescribe with other medication the patient may be on), can the GP start prescribing this. A simple request from a patient to prescribe X because the specialist told them this was required is insufficient. Unfortunately, depending on the workload the specialist and his/her admin team has, it can often take a few weeks before the letter from the specialist arrives. There is very little we can do to alter that. At the moment, we still receive letters from clinics that took place in November only now. The NHS as a whole is overstretched, not only primary care. We apologise to this patient for the delay they experienced. This is unfortunately not completely within our control.

How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?
Extremely likely
Can you tell us why you gave that response?
Caring polite staff. Always try and get you an appointment in an appropriate time.

How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?
Extremely likely

How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?
Extremely likely
Can you tell us why you gave that response?
TJ made Tayler-Rayne feel extremely comfortable
Do you think the practice has improved in the last 12 months?
Yes
What are we doing particularly well?
Making people feel comfortable appointment system is much better
What do you feel we can improve on and how?
Maybe not have the receptionist ask personal questions

We’re pleased to hear the patient was satisfied with our services. The receptionists are asking these questions at the request of the doctors. Having these details available helps the receptionists direct the patient to the most appropriate service or person. It also helps the clinician perform the assessment of need in the best and fastest way possible. The clinicians need to perform well over 100 of these every day, which is a difficult and time-consuming task in itself.

How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?
Likely
Can you tell us why you gave that response?
Great service and helpful staff and clinicians but the wait time telephone answering is silly. Constant engaged tone fir up to an hour
Do you think the practice has improved in the last 12 months?
Unknown
What are we doing particularly well?
Everything from the point of answering the phone
What do you feel we can improve on and how?
Reduce caller wait times

The phone problem is cropping up again. We are extremely aware of this issue and are in the process of getting a new system in place that will hopefully be more user-friendly for both our patients and the practice. We were hoping to have this system in place by April but received some disappointing news last week. As so many practices around the country will be upgrading to a better system, those practices that still have a fully analogue system will be upgraded first and the deadline for all others (us included) will be to have the system in place by June. We hope it will be in place as soon as possible as we are as fed up with our phone lines as our patients are.

And now we’ll take a look at the comments on our Patient Satisfaction Survey.


The docter who I saw was very nice and helpful


I would like to say l am very pleased with the new way the appointment system worked for me. Such an improvement from having to ring dozens of times hoping to be answered and then being told all the appointments have gone. SUCH a better system !


I failed to understand your queuing system.
I was was number 3 in queue, then I went to number 4 after 5 minutes, instead of going down, it went up?

We are as baffled as the patient was. No idea how that could have happened and it doesn’t seem likely the patient would have misheard as those numbers sound nothing like each other.


I was in to have my bloods taken, saw Gemma before my appointment time and she very caring. Had bloods done and blood pressure check.


I was extremely satisfied with my visit to the doctor.


My only gripe was that I was kept waiting a long time to book in with the receptionist as no one was there.

We are sorry to hear this. This will only happen if it is before opening time, or when the receptionist has been called elsewhere for an urgent matter. Rarely, in Cudworth only, it will happen when a receptionist needs to cover reception the entire day on her own due to the sickness absence of a colleague. In that case, there will be a sign on the shutters to inform the patient the reception is closed for half an hour (in a 10.5-hour day) to have a well-deserved lunch break.


Very pleased with the service I received thanks


Care after obtaining appointment was faultless. Problem was 89 phone calls to obtain the appointment


I have learned that routine bloods are now to be taken in Barnsley City centre. Although a slight inconvenience for me, I feel for the elderly, infirm, unwell and parents with small children for whom this could mean a difficult or impossible trek. I feel some will forgo treatment because of the unreasonable location.
Why can’t we have local services for local people? If this is not a local decision, please feel free to pass on.

The story is slightly different from how this patient has understood it.
Where the request for blood tests comes from the hospital, yes, we will ask the patient to attend the Glassworks in town instead. We don’t receive funding for this work, and it reduces our capacity to perform tests and reviews of patients that can only take place at the practice. We need to use our capacity in the best way we can and we will therefore only do hospital bloods if the patient also needs tests for reviews at the surgery at the time (after all, who wants to have 2 needles when one suffices?)
If it is only blood tests that are needed but no further reviews, we will also often direct our patients to the Glassworks and this is going to be even more likely in the coming months. One of our nursing associates will be mostly missing from the practice for 18 months while she completes her training to become a registered nurse. This will bring a reduction in nursing team appointments and we will need to use the available appointments wisely.


I was given advice by text saying i had take covid lateral test . I informed them i had no test available but symptoms were just runny nose and could i still do appointment they responded yes if wear mask . So i did . But when got there reception were told i had to make another appointment so i wasted my time going . Since then had lateral test today and it came back negative anyway

I believe I will need to apologise for this mix-up. It was likely myself who advised the patient could attend if wearing a mask. I’m unsure who informed the patient they then couldn’t attend and will need to check this with our team. My sincere apologies for the patient’s wasted journey.


Very nice nurse had blood tests didn’t feel a thing was very kind and understanding


I came to see a female practitioner, Jackie, she was like a breath of fresh air and exactly what I needed a caring lady that listened to me, understood and I came away feeling more positive and a follow up appointment to be booked in three weeks time.

A good experience when visiting the practice on this one occasion. Very pleased with the Doctor seen and could recommend.

Thank you once more to all the patients who continue to fill in our questionnaires. At the request of our nursing team, we have also added some surveys specific to them to help them with their appraisals, revalidation, and their personal development plan.

We are pleased to see that most patients are satisfied with the services we provide. Sometimes we don’t get it right, and we are keen to learn in the hope this can then be avoided in the future. Other times the expectations a patient has may be unrealistic through no fault of their own. We are very appreciative of all the patients taking the time to leave comments. Only when we know where improvements are needed can we hope to put those improvements in place. We are keeping our fingers crossed that our phone system will be updated in April and that we don’t need to wait until the end of June. Our patients and the practice need this new system as soon as possible.

The weekend brings another look at our Patient Satisfaction Survey

An image depicting a survey with tickboxes and a pink highlighter. in the left bottom corner there is a QR code to take you to the survey.
Help us to improve our services

It’s the weekend again already and time to look at the comments our patients have left for us. We are always grateful for the time our patients make to fill in the survey. It helps us to focus on the areas our patients feel need improvement, which helps us to improve our services further. We are obviously restricted in what we can do by our resources, capacity and what lies within our power to change, but we always try to improve our services where we can.

So, what comments have our patients left this week?

The receptionist at surgery’s have been really good. Dr. Maters has been brilliant with my care.
Saw Jackie I believe on Thursday and very informative and got answer to questions and texted me back the same day.
Fantastic service all over


I had a appointment to see a female doctor but on the day the I was informed that she was ill and offered me a male doctor which I declined so was offered a appointment with a health care practitioner which I must admit was disappointing but after seeing her (Jackie) was very impressed with the care advice and understanding she gave me thank you Jackie

Unfortunately, we currently only have one female GP. But, as this patient experienced, we have a great female advanced nurse practitioner in Jackie. She can do most of the things GPs can and has a wealth of experience. I’m glad this patient also felt the consultation was a good one. From April we will have another female GP joining our team for 4 sessions a week.


After initial contact requesting appointment I was advised I would be contacted with an appointment but this didn’t happen it was only after another call that I received the appointment that went well

I think we need to have a word with our receptionist about how they word things as we are informed about quite a few of these misunderstandings.
When you contact the surgery to request a GP appointment, the receptionist will take your details and details of the condition you want help with. The receptionist will write these details in your medical record and put your name on the assessment of need list.
One of the clinicians will then go through the details and decide what the best outcome for you would be. This could be an appointment with a nurse, with a GP, a prescription, some advice, or signposting to another service (pharmacist, optician, i-Heart, walk-in centre, etc).
Your request will not always result in an appointment with a GP at the surgery.
Once the outcome is known, this outcome will be passed to you, usually via a text message, but where needed this will be by telephone instead.
It is important to keep a close eye on your telephone to make sure you see the message as soon as possible after it is sent. Nowadays, these messages are often sent to the NHS App if you have it. A message relating to an appointment at the surgery may be sent close to the appointment if that’s when the appointment is available.
We don’t want you to miss your appointment, so please keep an eye on your phone.


Service very good, However it took me 64 calls to get through to surgery then 34 minutes in line and on hold untill someone answered..this issue is the biggest problem between the public and the surgery..

This is also an issue we are currently working on. We have recently signed a contract with a new provider for our telephone system. The current contract is between the ICB and the provider in our name. Unfortunately, there are quite a few things that need to take place before the new system, which we are hopeful will be a vast improvement on the current system, is in place. A site survey needs to take place to find out if new cabling is required, new phones need installing, and computer programs too. We are really excited as the phone system is really cloud-based and can therefore even be used from laptops for business continuity. It also integrates with our clinical system, which means that it recognises the potential caller and brings up the medical record automatically. That should hopefully save our receptionists a little time and all those seconds should eventually lead to shorter waiting times for patients. How it will work in reality is something we will need to find out, but we look forward to an improvement on what we’ve currently got. We hope to have this in place by April.


Dr Lannon is an absolute credit to the practice. He shows compassion, takes time to listen to you, gives whatever advice/medication is required and is by far the best GP across grimethorpe and Cudworth surgeries. He is outstanding at what he does!


I really appreciate the good
Work that is done

It would be nice if you could pick the doctor you want to see i used to see Dr Bell but hes retired now so dont know which other doctor to see

We will always take into account what the patient’s preference is. However, we also believe it is better to see a clinician who is available than to wait a longer time for the one of choice. We can’t always book with the clinician of choice.

I personaly dont see a need to change anything im happy with the service provided

I only went for a 3monthly appointment for b12 injection


The need of assessment triage simply doesn’t work. I was refused appointments last week and told to attend iheart. When you don’t drive and have young children this is challenging in itself. I was diagnosed with an infection via iheart, this could have been done by my own gp and I could have received treatment a lot sooner. It’s frightening and frustrating when you repeatedly cannot see a gp in your own clinic. Not only that but having to tell the receptionist every detail of your health issue to try and get an appointment is somewhat embarrassing and unnecessary. Something has to change, it’s dangerous to refuse to see people based on what they’re willing to tell a receptionist.

This practice needs to make the best use of the capacity it has. This means the clinician who performs the assessment of need, will need to decide which patients need to be seen at the surgery, and which could or should be signposted to a service that is more or just as appropriate. i-Heart can only deal with acute problems, they can’t deal with mental health (other than out-of-hours), chronic disease, or referrals for investigations or to specialist care. The appointments we have available at the practice are limited, and we receive over 100 requests every day for an appointment with a GP. The number of GP appointments (and for ease, we class appointments with the physician associate and advanced nurse practitioner as such too) we have available per day is far less than 100. This patient was signposted appropriately to i-Heart. i-Heart is an extension of primary care, providing much-needed extra capacity. It is now mostly based at the Priory Campus in Lundwood, which is much easier to reach. Unfortunately, we don’t have the capacity to see over 100 patients every day for GP appointments.


I was contacted to have a medication review. I also asked if I could have a psa test while I was having my blood tests and this was done so very happy

If patients are already having regular PSA blood tests, we are happy to do this at the same time as it saves both the patient and the practice an appointment. However, if a patient just wants to know what their PSA is because it has been in the news, a consultation with a GP, PA, or ANP will be needed beforehand. The PSA is not a test that tells patients that yes, they have prostate cancer, or no, they haven’t. Before a patient has the test done, they need to be aware of the implications of a raised or a normal result. Only then can we allow them to have the test done.

The nurse I saw is absolutely lovely. Very friendly while still being professional.


I found the nurse really helpful this was for a planned test


I had to have a telephone appt with the Nurse which was totally unnecessary .Because of misinformation from the Receptionist at Cudworth…one of my needed repeat prescriptions was stopped ? Yet 1 I ASKED to be stopped was still on? I finally got a great response from Grimethorpe &, my phone conversation with the Nurse was brilliant ,altho was productive , wasn’t needed &, took someone else’s appt 

I am not sure what happened here. I will investigate what happened and what lessons we can learn from this to hopefully become more efficient. Thank you for your comments.


I have tried to get my prescription only they have not got any of the steroid in, due to difficulties from the supplier.told to try on Monday.

It sounds like this relates to one of the many medications that the pharmacy can’t get hold of. There are a lot of those currently, and more get added every week, where others become available again. Other than causing problems for our patients, it is also causing a lot of additional work for our receptionists and doctors. For every medication we are informed of the pharmacy can’t get hold of, the receptionist first needs to cancel the prescription in the patient’s medical record. They then need to send a message (task) to the GP to request an alternative. Sometimes the pharmacy hasn’t even told us what alternatives they have available, which leaves us guessing. We either go back to them to find out what they have, and then need to request that prescription from the GP. The GP then needs to issue this prescription, sign it, and send it over to the pharmacy electronically. Sometimes, we are then told that they haven’t got that either, or that they managed to get hold of the first prescription after all. A lot of additional (and sometimes even avoidable) work. Please bear with us if a medication is not available from the pharmacy, Your request is one of hundreds of other requests every day.

And here are the results of the Friends and Family Test this week:

How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?
Extremely likely
Can you tell us why you gave that response?
Felt very involved in decision making.
Do you think the practice has improved in the last 12 months?
Yes
What are we doing particularly well?
Involving patients in decision making even a lot more.
What do you feel we can improve on and how?
Long wait for an appointment.

How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?
Extremely Unlikely
Can you tell us why you gave that response?
This surgery is disgusting when comes to appointments and I may has well tell the street why I need an appointment
Do you think the practice has improved in the last 12 months?
No it’s massively declined over the last few years
What are we doing particularly well?
The nurses are the best thing well two of the Gemma and I can’t remember the other name but she’s in navy blue
What do you feel we can improve on and how?
Make appointments available

If this patient really feels about the practice the way the patient has reported, we wonder why the patient is still registered with us. We are sorry they feel this strongly about us. We can only assure our patients we are doing the best with the resources we have. Unfortunately, we can’t physically create more appointments because the space and staff available are used to the maximum of their capacity.
Please also remember, if you are dissatisfied with our services, you are entitled to register with a different practice if you wish. You can also make use of our complaints procedure if you prefer.

How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?
Extremely likely
Can you tell us why you gave that response?
Saw doctor Sam her friendly approach and knowledge on subject matter put my mind at ease. She was kind and suggested a treatment plan which would best suit me.
What do you feel we can improve on and how?
The long message at the beginning of the call can be frustrating.

We can assure you we will change the message once the new system will be implemented.

How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?
Extremely likely
Can you tell us why you gave that response?
Great doctors and nurses and staff
Do you think the practice has improved in the last 12 months?
Just the same
What are we doing particularly well?
Care for patients
What do you feel we can improve on and how?
Nothing

And that concludes this week’s comments on our Patient Satisfaction Survey and the Friends and Family Test. Overall a good response, with the odd disgruntled patient. Our weak point is the phone system, something we’re working on. Capacity remains an issue and communication can be improved. We will take all your comments on board and use these when considering any changes. If you are interested in helping us improve our services, you could also consider joining our Patient Participation Group. You can find more about this on our website.

Give your feedback on the carer’s break offer from Barnsley Council.

Colleagues at Barnsley Council are asking for support to share their carer short break survey.

People who support family and friends in Barnsley (who could not otherwise manage without this support) have told us that getting a break from this role is very important.

Barnsley Council wants to know how they can improve their breaks offer to carers. They are looking for feedback from as many people as possible to help develop this offer.

Giving your feedback – they would like you to give your feedback through an online survey. The survey should take no longer than five minutes to complete. They welcome your feedback until 29 February 2024.

You can access the survey by typing this web address into your internet browser:

https://surveys.barnsley.gov.uk/s/Y18QE2/

If you can’t complete the online survey and would like to feedback in a different way, please get in touch with Barnsley Council by using the following email address or telephone number: ASCqualityassurance@barnsley.gov.uk or call 01226 773555. (the carer’s survey is also available here to download and fill in:

Our Patient Satisfaction Survey over time

We first started our Patient Satisfaction Survey in October 2022. We repeated it in January 2023 after introducing a queuing system on the phones. And we refreshed the survey again from April 2023 with the assessment of need system. Watch the video to see the results.

A different look at our Patient Satisfaction Survey

And here is another way to look at our Patient Survey results (the current one has been running since April 2023). We hope our patients find it interesting to see what their peers feel about the services we provide. Once we have the new phone system in place, we will refresh the survey so we can compare and find out if the changes are an actual improvement.

The comments left on our Patient Satisfaction Survey this week

An image depicting a survey with tickboxes and a pink highlighter. in the left bottom corner there is a QR code to take you to the survey.
Help us to improve our services

Is it the weekend again already? Where does the time go? It feels like time is rushing by and we don’t notice much of it as we are too immersed in all the tasks that need to be done. But it is Saturday which means it’s time for another look at the comments our patients have left for us this week. As always, the practice manager only can find time to do this during her free time on a Saturday. Now, without further ado, let’s have a look at the comments left. It’s time to find out what lessons we can learn.

First, the Friends and Family Test results:

How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?
Likely
Can you tell us why you gave that response?
Dr Sam is a very good dioctor and someone I can feel comfortable with and didn’t rush you away.
Do you think the practice has improved in the last 12 months?
Depends who you have
What are we doing particularly well?
Got some lovely nurses
What do you feel we can improve on and how?
Appointments: you should be able to see who you feel comfortable with

We agree that in an ideal world, you should see someone you feel comfortable with. However, we believe it is more important you are seen when there is a medical need to be seen than it is to see the person of your choice. It isn’t wise to delay medical attention until the person you prefer is available in most cases.

How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?
Extremely likely
Can you tell us why you gave that response?
Very good service
Do you think the practice has improved in the last 12 months?
Yes, but I think certain problems don’t need an appointment and could be done over the phone, as I was in the room for not even 2 minutes yesterday and all I needed was a prescription and I feel that a 15 minute appointment was wasted that someone else could of had
What are we doing particularly well?
Everything
What do you feel we can improve on and how?
Realising what can be done without giving appointments

This patient is correct. Not all problems require an appointment. However, some of the things a patient feels could be dealt with over the phone may need the GP to have a visual examination of the patient while others where the patient feels it needs a face-to-face appointment might be suitable for a telephone appointment instead. Our assessment of need system hopes to filter out which patients need to see a GP, who will benefit from a telephone appointment, and who would be suitable to see a pharmacist, physiotherapist, optician, or any other service. We don’t know the exact circumstances for the appointment this patient had. However, even telephone appointments take a 10 or 15-minute slot. They are treated in the same way as face-to-face appointments in that respect.

How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?
Extremely likely
Can you tell us why you gave that response?
Been with this practice from the start. Received years of care and treatment when needed.
Do you think the practice has improved in the last 12 months?
I think covid hasn’t helped the practice. Actually appointments to see a GP has become harder for every NHS establishment.
What are we doing particularly well?
Opportunity to see a nurse is quite good. I am happy to be seen your brilliant staff.
What do you feel we can improve on and how?
To be able to recruit sufficient GPS which I understand is a national issue.

Recruiting ‘sufficient’ GPs is a difficult issue as this patient mentions which indeed is a national problem. A lot of the current GPs are nearing retirement age, too. There are 3 main problems with recruiting more GPs. The first is a lack of GPs, although we hear that there might be some more available than previously. The second problem is the lack of space to house these extra GPs as we are currently already ‘hot-seating’. And the third problem is the lack of funding. The funding of GP practices has gone down year on year with funds taken from practices and put into the Primary Care Networks instead. Funding that is used for the additional roles (such as physician associates, care coordinators, health and wellbeing coaches, social prescribers, first contact physios) and other services. The increase in minimum wages has also had an impact and some GP practices nationally have gone under financially and ceased to exist. We are in the fortunate circumstances that we have recruited an additional salaried GP, who will start working in April this year. This will hopefully increase our capacity somewhat and reduce the pressure that currently rests on the GP partners.

How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?
Extremely likely
Can you tell us why you gave that response?
Everyone in the practice is lovely.
Do you think the practice has improved in the last 12 months?
Yes. I like the call queuing system and triage.
What are we doing particularly well?
Happy with everything

How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?
Extremely likely
Can you tell us why you gave that response?
Efficient, friendly and professional.
Do you think the practice has improved in the last 12 months?
Same
What are we doing particularly well?
Quick response and appointment available within days.
What do you feel we can improve on and how?
Telephone response can be slow and difficult but I assume that is because of the number of patients requiring advice is quite high.

And now it’s time to look at the comments on our Patient Satisfaction Survey.


Whenever I or my kids need appointment or advice we’re dealt with accordingly and professionally.


All I ask from Cudworth surgery is Anser thexxxxxxphone! When I got to see the nurse she was a 1 excellent thanks.

The age-old phone issue rears its ugly head again. Despite patients telling us we don’t answer the phone, we do. Constantly. However, if in one hour 4600 calls try to get through, you can see why it isn’t always possible to answer all the calls immediately. We are looking into a different phone system and have in the last week signed a contract with a different provider. The implementation of the new system will take some time, though and it may not be until April before the system is in place. We are looking forward to the improvements the new system will hopefully bring for both our patients and the practice.


Docs organised appointment, nurse first class but something needs to be done about getting appointments when really needed instead of listening to someone initially speaking. Waste of telephone time listening g to initial message when at the end of it you can’t speak to anyone ! Come on Grimethorpe surgery you can and have done far better !!!!

We are preparing for a new telephone system. Changing the phone messages in the current system is a massive undertaking and not really worth our time as we will hopefully have a new system in place soon. The message given at the beginning is important. It could be shorter, and in our opinion, could be spread over the messages played in the queue. The current system does however limit us to a maximum of 3 different messages played in the queue.


I’m very pleased with the service l received


Wonderful, lovely and kind nurse. Took the time to listen to me. Like talking to a friend. Brilliant experience

Very professional.


Dr. ALI was excellent in all ways.

Wonderful nurse

The nurse was wonderful. Helpful and kind with lots of information.


Great practice, Thankyou very much.

It would be much appreciated if it could be made easier to contact the surgery with a view to getting an Appointment Difficult to get an answer…then lots of technical jargon. Very upsetting when one is not well!!

We hope the new telephone system will help to make it easier to contact the surgery. It’s exactly why we want a different system. We are unsure what technical jargon this patient means, but if we are using this, we would like to know which terms we use are classed as technical jargon so we can improve on this.


We have such a fantastic practice, Thankyou.


Tariro Jera was a very nice lady,

I would prefer to see an actual gp. I lacked confidence when she did not know what to prescribe and had to ask another doctor.

We suspect this patient saw our Physician Associate. Although they have been trained to do much of the same work as a GP, they are not doctors and cannot prescribe. They work under the supervision of the GPs and are sensible enough to ask for advice from a GP when they are uncertain. In those circumstances patients get a two-for-one, getting both the opinion of the Physician Associate and a GP.


I am ok with grimethorpe surgery the are doing well.


I find it very frustrating and hard to get appointment with my GP.


I would not have had to go to A and E if l had got appointment with my doctor.
Which would not have caused me taking time up at hospital, which could have been easier for people that do. And less stress on hospital, when my own GP could have resolved

There can only be one or two reasons a patient needs to go to A&E rather than seeing the GP. The first is when the problem should receive attention at A&E and is outside the scope of the GP. The other is when the capacity for appointments at the surgery is reached and the patient is signposted to i-Heart, a walk-in centre, an urgent care centre, or decides that A&E is the best option to take. When we have the capacity to see our patients, we will, but our capacity has limits.


The nurse was fantastic and offered to use a small speculum. Just because you look larger on the outside doesn’t mean your insides are! Kudos to the nurse who knows her stuff and goes against “the norm”

We would actually hope this is not against the norm, but the norm. Every patient is different and should be treated as an individual. Not as a pre-conceived idea.

And that concludes the list of comments left this week. There are again a lot of lovely comments left by our patients and they lift our spirits. There are a few criticisms accompanied by good ideas and those are helpful. We are grateful to our patients for taking the time to fill in the survey. As you can see, we read them all and take your comments into consideration to help improve our services. We are excited about the new phone system that will be put in place in the next few months and are hopeful this will improve the access to the practice via the telephone significantly. Like our patients, we don’t feel it is acceptable that you can’t get through, that you are cut off, that the system fails, or that you have to redial or wait in a queue for an indefinite time. We’ve got everything crossed that the new system is as good as it promises. Our patients deserve better access and our practice deserves it too.

This week’s check-in with comments left on our Patient Satisfaction Survey

An image depicting a survey with tickboxes and a pink highlighter. in the left bottom corner there is a QR code to take you to the survey.
Help us to improve our services

It’s Saturday again and time to find out what lessons we can learn from the comments left on our Patient Satisfaction Survey and the Friends and Family Test. Are you ready to have a look what comments we have received?

How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?
Extremely likely
Can you tell us why you gave that response?
Just happy with the treatment
And the information.
Do you think the practice has improved in the last 12 months?
Yes
What are we doing particularly well?
More information
What do you feel we can improve on and how?
Always room for improvement in most things

How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?
Likely
Can you tell us why you gave that response?
I’ve never had any issues and you have a variety of different doctors
Do you think the practice has improved in the last 12 months?
Not sure not been for a while
What are we doing particularly well?
Not sure
What do you feel we can improve on and how?
It is hard to get an appointment

How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?
Unlikely
Can you tell us why you gave that response?
Took me 2 weeks to get an appointment with my doctor and suffering for over two months with a sinus and ear infection.
Do you think the practice has improved in the last 12 months?
Not really
What do you feel we can improve on and how?
You need to start testing patients who suffer with sinus issues with a swap that is sent off to determine if they have a bacterial infection or have an infection at all. I have suffered 2 month with infection due antibiotics not working I have had time off work nobody knew if the infection had cleared up so what is the simple answer ? TEST.

Unfortunately, the demand for appointments far outstretches the appointments available. This is a nationwide problem. We signpost to appropriate services and assess needs to use the capacity we have in the best way possible. I suspect this patient wasn’t told to try again tomorrow (as we no longer give this advice), but was signposted to i-Heart instead. i-Heart is an extension of primary care and provides the much-needed extra capacity within primary care. It also provides out-of-hours services. Although we agree swabbing and testing of samples is the way forward for most recurrent or persistent infections, it isn’t possible to swab a sinus. Nasal swabs don’t tend to add much value except in specific circumstances.

How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?
Likely
Can you tell us why you gave that response?
Dr Sam is a very good dioctor and someone I can feel comfortable with and didn’t rush you away.
Do you think the practice has improved in the last 12 months?
Depends you you have
What are we doing particularly well?
Got some lovely nurses
What do you feel we can improve on and how?
Appointments you should be able to see you you feel comfortable with

How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?
Extremely likely
Can you tell us why you gave that response?
friendly and timely approach
Do you think the practice has improved in the last 12 months?
Yes
What are we doing particularly well?
providing a range of practitioners to ensure treatments are initiated in a timely and appropriate manner.
using alternative method of communication to arrange no appointments rather than relying solely on the telephone e.g. text, internet etc.
What do you feel we can improve on and how?
Venepuncture skills need updating

How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?
Extremely likely
Can you tell us why you gave that response?
Efficient, friendly and professional.
Do you think the practice has improved in the last 12 months?
Same
What are we doing particularly well?
Quick response and appointment available within days.
What do you feel we can improve on and how?
Telephone response can be slow and difficult but I assume that is because of the number of patients requiring advice
is quite high.

This patient is correct. The phone lines are extremely busy as everyone seems to phone at the same time to request advice or help. If our phone system is to be believed (I just ran a quick search of it), there were 12800 calls to the surgery (Grimethorpe alone) between Monday 8 am and Friday 6.30 pm last week. A further search showed there were 4900 calls made to Grimethorpe alone between Tuesday 8 am and Tuesday 9 am. Perhaps this makes it clear why it is so difficult to get through to us on the telephone. People are facing strong competition to get through to us on the phone.


My child had an appointment with dr Mather’s, at the appointment he couldn’t tell me what the rash was or what was wrong with my child, we went away not knowing what was wrong with the patient and I think that is poor coming from a doctor who should know. When we got home the child was getting worse and still couldn’t keep water or food down and the rash continued to spread to her face. We ended up in a&e a few hours later and the doctors there gave tanti botics for Scarlett fever.

It isn’t always possible to give a diagnosis at the first presentation. Sometimes, it will take time for the full picture to develop and things to become clear. As the parent mentions, the rash spread which may have made the picture clearer. Although this patient feels it is poor coming from a doctor to admit he doesn’t know what something is, we actually believe honesty is the best thing. No one knows everything and telling someone you don’t know is better than acting as though you do when you don’t. Within the medical world, we often say that a specialist knows everything about a little bit, whereas a GP knows a little bit about everything. No one can know everything. This is where the phrase GPs often end a consultation with comes in, ‘If it doesn’t get better, or if it gets worse, please seek medical attention again.”


I got a face to face with my doctor after a text message from using the nhs app excellent service and care from reception and doctor


I find it ridiculous that I had to go through NHS 111 just to get an appointment with a GP for antibiotics. Signposting my to the iHeart service when I called the surgery at 8am shouldn’t have been the outcome on not 1 but 2 days running. Having made 200 calls to the in 45 minutes to then get a message saying all appointments had been taken.

With the capacity available on the day, GPs need to make an assessment of what problems need to be seen in the GP surgery and which can be signposted elsewhere. The capacity available isn’t the same every day of the week. Although we fight against this and ask everyone not to use same-day appointments in advance, on occasion people will do so, leaving us with even less capacity than we thought we would have. Sometimes when a GP enters the surgery in the morning and looks at the appointment calendar, only 5 same-day appointments remain for the entire day. This is before the lines open at 8 am. They need to be very selective of what needs to be seen in the surgery, and what can be seen elsewhere instead.


The reception team are very helpful and a special mention to Heleen who always does everything she can to help me and my family. Thank you.


Used the app on my phone to send a message and was offered an immediate appointment


I used the messaging service on my NHS app and got an immediate call back with the offer of an appointment

We are glad to hear the online consultations worked well for these patients. Please remember that it can take up to three working days before we respond. Don’t rely on it for urgent problems.

I’m not sure who the nurse was that took my bloods but she was really lovely and put me at ease thankyou


Filled down in online. It says up to 3 working days for answer. On the fourth I had to phone up. Told me I needed appointment but couldn’t offer one at time. I had to then phone back the following week as I still hadn’t heard anything. Got a call back offering me an appointment next day. When I arrived, I was told it wasn’t until the following week. Arrived at surgery and was told go running 30 Min late. Was seen just before 40min. GP then told me to make an appointment in a month’s time. Reception then told me in not allowed and works have to phone back in a month’s time. Poor from stay to finish

We’re not sure what happened here, but something obviously didn’t go as we want it to go. I will be investigating what happened here to ensure we can learn lessons and improve the process. As we only put our doctor’s appointments on for a week in advance, we cannot book someone in for a month later. The GP should have been aware of this and informed the patient to book this closer to the time. There appears to be a catalogue of misunderstandings here and I will investigate what happened to improve our services with what we learn.


I had 3 appointments 2 were sent to i-heart I only got a face to face because I needed a sick note and I was on the phone for 3 hours

3 hours on the phone appears an excessively long time. We suspect this will be all the times this patient attempted to phone the surgery put together. We would not expect someone to be held in the queue for that long and if you ever are, chances are there is an issue with our phones. We are in the process of changing our phone providers and are hopeful the new system (which will likely take until April to be implemented) will make it easier for patients to contact the surgery by phone. Our online consultations are very suitable for requesting fit notes. The outcome would still have been the same, but the patient would not have wasted 3 hours on the phone.

I don’t use the GP as a rule luckily
However over the last month I had 2 appointments
The appointments were fine and the staff lovely
I called at 8am and was immediately put to number 2 in the queue I then waited 25 minutes to get to number 1 and then a further 23 minutes to get my call answered so 48 minutes to speak to someone . I did receive an appointment after speaking to the receptionist I think something needs to improve there’s been various posts by the surgery apologising for the phone lines and the amount of back lash the staff receive is ridiculous and unfair something needs to change

Thank you. We completely agree. Our phone lines are an absolute downer for our patients and the practice and we are completely fed up with the many failures and the issues that keep arising. Until recently, there was little to nothing we could do. As a practice, we don’t currently hold the contract for the phones, but the ICB does on our behalf. From April, the contract will be handed to the individual practices, which allows us to choose a different provider if we wish. We are currently negotiating with a new provider to put a better system in place that will be to the benefit of our patients as much as the practice. Let’s hope the new system will exactly offer what it informs us it will. We are excited and really can’t wait.


Length of time waiting for to speak to receptionist can be excessive. Also the music whilst on hold is poor. Certainly not soothing for anyone who is feeling unwell.

We can again refer to the above. We also understand there will be more choices of on-hold music than in our current system which only offers us 3 pieces of music to choose from.


I was referred to I heart as there were no appointments available . I think this is a good service but Unfortunately the advanced practitioner who I saw was unable to make a referral , authorise blood tests or access my full medical records. I now need to try and make a gp appointment to try and solve my problem .

Indeed, i-Heart is a great service tailored especially to the more acute problems (other than mental health). They can have access to patient’s medical records, especially important things like allergies, medical conditions, and medications. i-Heart will deal with the acute problem the patient presents with and refer back to the practice if a referral or further investigations are also needed.


Book appointment seen by GP Sam. Very through and listened to my issues. Examined throughly and with care and compassion. Escalated to further specialities for further investigations. Overall excellent after a deflating experience on previous appointment and many thanks to DR

After having a GP appointment for my 16 month old daughter she was not prescribed anything had her symptoms worsened overnight. The following day I went to my local pharmacy where she was given mediation to treat her symptoms free of charge.

Sometimes symptoms worsen over time. The parent took the right action to seek medical attention again when this occurred. We don’t know what the pharmacist prescribed the patient. GPs are no longer supposed to prescribe medication that can be bought over the counter and if this is what the pharmacy provided, the GP couldn’t have issued a prescription for it. If you are interested in what a GP no longer should prescribe but what patients should buy over the counter instead, you can find more information here: https://best.barnsleyccg.nhs.uk/prescribing-guidelines/self-care/84869

No problem with recent appointment as was pre booked. However on 2 recent occasions I have called for an acute reason at 8am to be told I will go on a triage list. Then to be sent a text message advising I ring the out of hours service I wouldn’t call at 8am if I wanted to wait until the out of hours service. Surgery needs more available HCPs in my opinion.

The patient is correct we could do with more healthcare professionals at the surgery. However, we don’t have the space to put those people. In April, we will have a new female GP joining the team, and from February we will have an extra GP on a Friday, too. We struggle with room to put the extra bodies and there will be hot-seating necessary. Although this will hopefully improve our capacity, we will still need to refer patients to i-Heart instead. If you have a problem you feel can’t wait till 4 pm to phone i-Heart, you can also make use of a walk-in centre, or an urgent care centre. NHS111 online is also a good resource.


Mum has only seen the nursing staff for bloods checking n follow ups they’re are marvellous with her she as dementia n can’t remember going 5 mins after she’s left but they go above n beyond I think with the elderly xx


Always efficient and friendly.
Thankyou.

Again, mixed responses this week. Those who were satisfied with the service often didn’t leave a comment. Those that were very happy did, as did those who were unhappy with the services. We know we can’t get it right for everyone, however much we try. This doesn’t stop us from looking for areas we can improve in. Still, most people appear happy with our services.

Those areas highlighted above are:

  • The telephone lines – we are working on this, but it likely will not be implemented until April (although we hope it will be earlier)
  • Increasing capacity – not an easy task, but we will add a new salaried GP to our team from April and another GP on a Friday from February
  • Improve our communication – we will work on this as we wish communication with our patients to be as good as possible

Thank you to everyone who takes the time to fill in our Patient Satisfaction Survey and Friends and Family Test. As always, we really appreciate the time you take to do this.

It’s the weekend. Time to look at comments left on our Patient Satisfaction Survey.

Can you believe we are already past the middle of January? Where does the time go? It’s the weekend again and time to have another look at the comments our patients have left on our Patient Satisfaction Survey and the Friends and Family Test this week. What will we learn this week?

The phone lines need to be sorted asap and the length of the queue for the 5 is not enough

We completely agree the phone lines are our worst performing area. We have had enough of the phone failures and the system letting us, and more importantly, our patients down. We don’t agree that the queue length with our current phone system should be longer. Patients are often already waiting for a long time and increasing the size of the queue would also increase the time they are waiting. We are working on getting a better system in place and are excited about this. However, there are several hurdles in the way to getting there and it won’t be any time soon. At the earliest that would be March or April depending on how quickly we can receive a quote and permission for the work required to put it in place.

The lead in time before you actually go into the waiting to be answered queue is too long.
I.e there’s no need to ask questions in relation to the caller on whether or not someone is or maybe having a stroke.

We are hoping to improve the message, but disagree about the need to have a message directing people to emergency services instead of waiting in the queue. Although most people would consider this common sense, when people end up in an emergency situation, common sense isn’t always available to them. Panic takes over and they will need that prompt to call 999. It has happened that people have waited patiently in a queue and wasting their valuable time when they should have contacted 999 immediately.

I had bloods all come back normal but don’t explain why I haven’t come on my period since the end of October plus have constant pains in lower stomach but no period

Blood tests don’t always answer why something is happening but can exclude some of the reasons only. If the tests don’t give a solution and the patient is still concerned, we would advise them to seek help again. There may not be an answer as to why, but it may help to put someone’s mind at ease. The Patient Satisfaction Survey is not suitable for this purpose.


My daughter phoned surgery .I was givena call back and an appointment for that day.
I was xrayed at BDG hospital the next day

Can not fault Dr Sam as she was very helpful and understanding but as for anything else it was stressful and much more complicated than needed to be.

The nurse I saw was great and very friendly x

Thank you for the service and help I received from the doctor very much appreciated

Was given the I.heart number told to ring 4:00-600 for app the service cut me off over 36 times . Apparently this is because at 4:00pm all the apps had gone . Leaving me no other option that 111 which again failed to meet time requirements and still waiting for call. Now having to go find a walk in centre which if I had known that the out of hours service was full would have gone first thing this morning to queue.

I am sorry this is a bad review. The receptionist was very pleasant that handled the call and I do know the problems surgeries have having worked in one for over 40 years. This is the message I got after being assessed by a health professional
Dear parent/guardian,
Following an assessment of need by a clinician, you are advised to contact i-Heart between 4 and 6 pm today. You can contact them on 01226 242419
Thanks,
Grimethorpe Surgery
This to me gave me the confidence that I would get to speak to somebody between4:00-6:00pm and get their ears sorted out. I rang at 4:00 pm on the dot . To be cut off over 40 times . Nothing to say all appointments had had been taken. I have been told by PALs they are very busy but that’s no excuse, we are all busy . A child should have some priority. I therefore had no option but to ring 111 all details were taken and was informed would have a call back within 1 hour! That failed I rang again and they said would be getting a call back but would not give a timescale! Still waiting over 2.5 hours so now decided that a walk in centre would be best and I would have done that at 8:00am this morning if I had firstly known how hard it was to get an out of hours appointment . This is why so many go to A & E
May I suggest that walk in centres are highlighted as a route before 4:00pm. I am a very worried grandparent and no you can’t say anything about patient but you can comment on services and problems that have occurred today with accessing treatment for my grandchild

Although this grandparent describes their review as a bad one, we actually feel it is a really helpful one and love the suggestion of adding the walk-in centre route as an option. We have now added that as an option to the message. Thank you for your feedback.


I had a lady called Jackie see me. I felt more relaxed having a woman to discuss my issues with. She was amazing she took her time, she listened to me, she was kind and sympathetic. The appointment didn’t feel rushed it felt to me as if she actually cared. She was brilliant.

Great team at the Practice

I always get an appointment with the nurse for my INR but if it is longer than a month I need to wait and ring up for an appointment as it is usual to have this it should be easier for the nurse to provide the appointment this way the receptionist isn’t overloaded and we don’t have to wait for help etc

Since we have changed to been triaging it’s not good at all there’s been time wen I really needed to see a doctor and they told me to wait till between 4pm and 6pm and ring I heart and I did see a doctor and she was great with me I had cellulitis quite bad my mouth was so very bad n swollen n my right eye was completely closed I was bad for nearly 5 weeks till it got a lot better so I’ve seen a doctor last week for 1st time in months cos of all the changes I like to stick with 1 doctor so I can get use to that doctor and he doesn’t have u replying every time I need to see some thank you

We are sorry this patient is unhappy with the assessment of need system. It is something that NHS England asked practices to implement to improve access to medical care for all. The system relies on an assessment of need to ensure patients who require medical help the most receive it. The demand for appointments is however such that the supply of appointments can’t match this. As such, it is usually not possible to guarantee a patient always sees the same or a preferred clinician. Instead, we try to match the condition/complaint to the most appropriate service or person to deal with it. This isn’t always what the patient wants or hopes for, but we do the best we can with the resources we have to hand.


I gave the docotrs an urgent form they said they would get it back to me the same day fast forward 2 week haven’t hear a thing u til 2 week after the day I was promised to give it back they haven’t done what they should have and now I’m been given a fine because I didn’t hand this form in ( as the doctors never returned it to me )

We can’t comment on this as we don’t know what the urgent form was. There are not a lot of urgent forms around that the GP surgery should fill in and there are none we know of that carries a fine with it. As the patient didn’t leave any contact details, we won’t be able to investigate this further. It is also unlikely the receptionist will have given any promises the form would be returned to the patient the same day. That is most certainly not a reasonable turn-around time we can offer. They may have offered to hand it to a doctor the same day instead.


Difficult to get an appointment by phone I came into the surgery to make appointment it was quicker than trying to phone. Then appointment was for 10 45 didn’t get seen until 11. I have had previous problems getting a GP appointment even when 111 sent a letter to say I needed to be seen within 2 hours. Some improvement needed quickly

We only allow requests for GP appointments over the phone to ensure patient confidentiality, not at the reception desk. The receptionists are not allowed to book the appointments directly, they will pass the details on to a clinician for an assessment of need instead. We also believe there will have been a misunderstanding here as NHS 111 doesn’t send us letters to state the patient needs to be seen within 2 hours. This isn’t something they can stipulate as they have no insight into the work pressures at the surgery at that exact time. Instead, they will state “to contact service provider within 2 hours – chosen provider: Grimethorpe Surgery”. This means that they advise the patient to contact the surgery (or another service) within a set period. If NHS 111 believes the patient needs to be seen at the surgery on the same day, they will book that (telephone) appointment directly. They have 2-3 appointments available every day to book directly where they feel this is appropriate. We apologise this patient was seen 15 minutes past their appointment time. There can be many reasons why a GP or other clinician runs behind. An emergency can have cropped up, or a previous patient needed a longer time than had been booked for them.


Excellent consultation with Doctor Spits yesterday, took the time to explain to both me and my husband my condition and did a thorough medication review I requested


I couldn’t get through via telephone I was waiting over 10 mins I sent accurex dr maters was really efficient

And now it’s time for the results from our Friends and Family Test this week:

How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?
Likely
Can you tell us why you gave that response?
I had good care and nurses were very supportive
Do you think the practice has improved in the last 12 months?
I haven’t anything to say
What are we doing particularly well?
Staff are very helpful and friendly
What do you feel we can improve on and how?
Maybe home visit when needed

Regarding the statement on home visits, where there is a medical need for a face-to-face appointment and the patient is housebound, home visits take place. Our nurses are not involved in this, but where there is a need for a nurse to visit a patient, we refer to the district nurses. Someone who only leaves the house to go shopping, or to go to the hairdresser, or if a family member takes them, is not housebound.

And that concludes the feedback we have received this week. Although most people are happy with the services, they don’t leave a comment. We had some helpful comments this week too and made changes because of them.

Thank you to all our patients who take the time to answer the survey. Your views are important and help us to improve our services further. It is very much appreciated.