Friends and Family Test Results

Very poor

I feel the telephone appointment with the nurse is not helpful. Also when at work it is hard to answer the call. Why is it so hard to have a face to face appointment? I wanted to see the Doctor but very difficult to get an appointment. Feel there is no care.

Would like to see a doctor, nurse face to face.

Poor

To get appointment to see doctor they are giving date after 20 days latter to get medicine I have to ring surgery then they send prescription to chemist

U need good receptionist dedicated to patient to ring for appointment u have to wait for 2 hours on phone

Very good

Very poor

Poor service, wasting patient time and repeat appointments due to inefficiency in the service/ processes

Service levels are not adhered to and there seems to be issues with the email system, so patient emails are not actioned or responded to resulting in time
Wastage from a continuous improvement perspective

– Staff need to be provided for noise cancelling phones or headset
– patient system notes and appointments need to align so it’s clear to staff before they make call when information they need to provide to ensure a better customer experience
– questioning and listening training
– staff need to provide context when asking patients are being asked to rebook appointments they have already attended
– process for blood tests and urine samples need to be reviews due to lost or contaminated samples being a reoccurrence
– service level agreement need to be reviewed and staff resources managed more efficiently and effectively. This is in relation to patient requests and emails.
– I’ve heard the way staff speak to patients when I have visited the practice, so I would highly recommend customer service training and resilience training. Showing empathy and compassion to elderly patients rather than being snappy and patronising

Neither good nor poor

On my pre booked Appointment waited for 3 weeks to see Dr.face to face but refused. My skin condition was extremely bad. So I felt I didn’t get immediate help from my own GP Practice and I been told he will write which takes time than you go personally. I waited another 3 weeks to see dermatologist. In results I am without medication for total of 28 weeks. In fact I should get medicine by 12 weeks. I don’t know where patients stand between your GP practice and Hospital. I need help to investigate this matter because I am still suffering.I am willing to discuss face to face if needed with photographs. I feel so sorry to make above statements. I am with the surgery since 1979 and proud to be you.

To listen my request and check my problems to help and avoid suffering.