Personal Shout outs to our Team:
📣 Patient Feedback Spotlight! 🌟
Let's shine a light on the wonderful feedback our staff received from patients in April's survey. Your kind words mean everything to us, and we're thrilled to share them with our community:
👨⚕️ Dr. Ong: "Dr. Ong carefully explained my situation in my native language, which made me feel understood and supported."
👨💼 Ethan: "Ethan was AMAZING - I was so nervous about having my bloods taken but he made it a nice, great experience!"
👩⚕️ Nurse Yates: "Nurse Yates was very helpful and reassuring during my visit."
👩⚕️ Rebecca: "Rebecca talked me through what she was going to do. Her explanation put me at ease."
👩⚕️ Kelly: "The lady on reception called Kelly was extremely helpful."
👨⚕️ Dr. Outar: "Only had to wait 5 mins, Dr. Outar was excellent as usual."
👨⚕️ Dr. Slade: "Dr. Slade explained my results clearly and helped me to know what steps to take next."
👩⚕️ Claire D: "My son has had his vaccinations overseen by nurse Claire. She's amazing, very experienced, and has ensured each time went smoothly."
👩⚕️ Sarah Jones-Holt: "Sarah was very friendly, made me feel completely at ease during my appointment."
👨⚕️ Dr. Ciaran De Souza: "Dr. De Souza addressed my concerns and was reassuring throughout my visit."
We're incredibly grateful for such positive feedback from our patients. Your words inspire us to continue providing exceptional care every day! 🌟 #PatientFeedback #ExceptionalTeam #ThankYouPatients
Random Sampling of Positive Feedback:
🌟 Celebrating Positive Patient Feedback! 🌟
We're thrilled to share some highlights from the positive feedback we received in April's Patient Survey. Your kind words motivate us to keep delivering exceptional care every day! Here's a random sampling of the feedback:
👩⚕️ "Very helpful and friendly, answered all my questions."
👨⚕️ "Listen, show great care and professionalism in her decision."
💼 "The Receptionist was very pleasant and the nurse very friendly and helpful."
👨⚕️ "Put my mind at ease that he was doing everything he physically could do."
👩⚕️ "Dr. phoned me back that day and asked me to go into the surgery, absolutely 💯% happy with the outcome."
🏥 "Weekend appointment for bloods. Excellent time keeping."
👨⚕️ "The GP was very compassionate and understanding."
👩⚕️ "I was seen on time by the very nice, professional and friendly nurse."
💼 "The receptionist I spoke to and the nurse I saw were really friendly and helpful, a really positive experience!"
👨⚕️ "Excellent consultation, doctor talked everything through, listened to my view also."
💼 "Friendly face at reception, felt comfortable with the doctor who helped me out."
👩⚕️ "The doctor was friendly and caring and totally understand my circumstances, much appreciated."
👨⚕️ "Gave time not rushed and interested in helping me."
🏥 "I was able to see a GP etc right away and a thorough consultation was achieved."
Thank you to everyone who took the time to share their experiences with us. Your feedback helps us continually improve and provide the best care possible! 🌟 #PatientFeedback #ExceptionalCare #ThankYouPatients
All Feedback:
In just a few words, please could you tell us why you made that choice?
I didn’t receive the telephone appointment call for January 2024 or text to say I would get a call from the GP
Quick and effective care
Seen on time
Very helpful and friendly, answered all my questions
All concerns answered.
Tablet review
Great service
I was standing in front of the receptionist who told me to go home and phone on Monday to book an appointment. This is ridiculous. It then took 27’minutes to be answered calling at 8am on the dot. I was standing in front of her and she couldn’t make what we both knew would be a telephone consultation with the doctor.
Never had any problems with any staff
Doctor phoned at the time that was given to me.
She listened to what I had to say and asked about what outcome I hoped to achieve.
No waiting. Appointment on time.
I needed an ECG
Seen by GP after failed attempt same issue no phone appointment received on due date on contact advised no spot. Made on first call having waited two weeks was then seen face to face.
Dr.Ong every carefully explained my situation
It was a telephone call arranging a blood test
Brilliant
The doctor listened and didn't have an issue with dealing with more than one complaint
This was a telephone appointment and the GP discussed recent blood pressure monitoring that I had completed and advised on taking medication.
Follow up telephone call with the doctor. Prompt and positive.
Very professional.
Was able to discuss changes to Allopurinol
I have always had good care
Early call back, quick response
Call was handled with care
to be abl
Further information was needed about when I would get an app for a ct/ mri scan had waited 1 week and heard nothing was on the pathway so doctor couldn't help
Prompt service
I was informed I'd get a call back in 2 days. Didn't hear from anyone for over 8 days, then I actually went into the surgery to get answers.
The first doctor I visited seemed like she did not care. It was a late appointment and I left without any medication and feeling worse overall
It was a phone call , re medication home from hospital
Listen , show great care and professionalism in her decision .
On time, nurse very helpful
Ethan was AMAZING - I was so nervous about having my bloods taken but he made it a nice experience!
I needed to speak to a GP.The pharmacist wasn’t able to do what was necessary.
Doctor phoned me back very quickly and prescribed treatment without delay
Difficult to explain over the phone my problem.Dr hadn’t received the report from Salford General although I received one 2weeks ago
Could not see doctor
We we’re guided and advised properly
The nurse was exerlent
I got all my questions answered.
The Receptionist was very pleasant and the nurse very friendly and helpful
Doctor was ever so good
Put my mind at ease that he was doing everything he physically could do
Was treated nicely
Dr phoned me back that day and asked me to go into the surgery, absolutely 💯% happy with the outcome
Joint inj
I find answering these surveys completely useless. Eg Q1. " who did you SEE". This is irrelevant as I didn't SEE anyone, it's always on the telephone. At times you need to meet one to one.
Caring and attended to my eas
Because they ask about for my different and they is a list which I can't spell
Very straight forward, easy to understand the explanation
She was reassuring
I had all my questions answered
Very thoughtful with suitable solutions to my issue
Efficient and friendly
Was made to feel at ease
Rebecca talked me through what she was going to do.
Because I new what the phone consultation was about already
Efficient and reassuring. Antibiotics prescribed
The lady on reception called Kelly was extremely helpful
Very polite & caring
Helpful, informative.
Helpful
The doctor requested I had a repeat thyroid blood test.
Sorted my problem out and gave me time
Only had to wait 5 mins, dr Outar was excellent as usual.
Listened
Everyone are very kind ,on time and caring thank you.
Weekend appointment for bloods. Attended the hub at Gatley health centre within days of requesting appointment. Excellent time keeping.
Didn’t listen to me and felt he wanted me off the phone.
Doctor Morris was very helpful
Clear and concise
Excellent service on time
The fact that appointment was on time.and dealt with very professionally
Pharmacist was very thorough and showed interest.
Listened and took action
Very professional and a good manner in dealing with my complaint
Was treated proffesionaly and respectively
It was a phone all.she told me all my blood results were fine as was my cholesterol.
Dr very good
The GP was very compassionate and understanding
Informed, practical, helpful
Wait time
Dr is ok
Listened and attended to my needs.
Got my questions answered
On time good patient care
Got an appt the day rang to ask
All good information
I was there for a blood test which all went well
Dr Slade was very good
She was amazing. She gave me a check up and answered any questions I had
Professional and efficient
I asked for a blood test & I was booked in fairly quickly
I haven't had an appointment during the time frame above. I've had no contact outside of repeat prescription requests for months.
Ihave always had good care
Very atentative to my needs
Seen within 10mins of appointment
A pharmacist advised me to see GP but I was turned away by a resepsonist, although my hand was swollen and red after being bitten by a cat. She insisted that GP doesn't treat any bites according to the list she was following: "Bite is a bite!"
I’m satisfied
Didn’t have to wait and I was early
Ethan was very helpful.
Dr listened to my concerns
It was quick
We were seen promptly and the appointment went well.
The,lady was very pleasant and I did get the water in the phial as,requested I have also done another one and have been given pills to take as there was blood and white cells which the,doctor said I would not see them.
Speedy appointment even though it stated delayed
Very helpful and informative gave chance to ask questions. Pleasant nurse
Quick, efficient, professional and friendly
Coz doctor was very polite
The appointment was on time and the nurse was very helpful
It was ontime. GP listened to me fully and prescribed medicine i wanted
Rachel, the nurse who I met with was very informative and helpful.
Speed of appointment and service at clinic
Always excellent
Médication review requested by consultant from wythenshaw lung function This was completed by knowledgeable and professional nurse
Doctor listened to my concerns, examined me and offered a scan.
Felt rushed
GOOD EXPERIANC
For advice about my shoulder
Nurse was very professional and helpful.
Not helpful regarding ongoing problems
I saw a different midwife who made an appointment for a sweep at 40 weeks despite me saying I wouldn’t consider one until 41 weeks. She said she’d book it ‘in case I changed my mind’ despite me discussing this already with my usual midwife.
Very thorough and caring consultation
Satisfactory and efficient
Very pleasant nurse
Efficient and friendly
very helpful and informative- left with a plan
Rebecca was lovely. A very caring lady.
Prompt and efficient
Careing and explanation.
Appointment on time
Very nice and professional doctor
Clear consise information
I always feel listened to
Friendly appointment
I was seen on time
She was professional
Lovely nurse explained well
Knowledgeable and friendly
Friendly person
Very efficient and on time
Seen straight away, really nice nurse, explained everything tome.
No waiting
Quick
TEST
It was efficient and friendly
Very attentive listened to my concerns
Self check in was easy. Very good calling system on the big screen and nurse was great
Quick, friendly, efficient, informative and polite.
He was very professional & informative.
Seen on time
Everyone is very nice and friendly
Thoroughly professional consultation
Very polite and made me feel at ease
Senior nurse very attentive and efficient.
Professional
.
I was seen on time by the very nice, professional and friendly nurse.
Answered all my questions
Listened and suggested options
Because everything was good
My bloods were taken quickly and efficiently with no bruising.
Unable to get access to health care takes 3 weeks for gp then bloods. The gp then makes you ring seperately for bloods appointment
Caring and very professional
Professional, helpful and friendly
Very quick response from GP
He was very helpful
I only had a B12 injection it was quite painless
Very thorough
Quick,efficient, helpful advice.
very kind
Good visit
Friendly and professional
Quick blood sample taken, no fuss.
Competent
We were 15 minutes late for our appointment but still got seen to
Excellent service e
Did the job well
I was actually seen at Gatley Medical Centre. The receptionist at Heald Green who arranged this appt was v helpful.
Nurse Yates was very helpful and reassuring
Very empathetic and caring staff
Very good
Am in pain on my right arm
Ethan was very thorough , took blood no pain and explained things in simple terms
My son has his third set of needles and for each one nurse Claire has either administered them or overlooked a trainee nurse, I’ve been so happy each time. She is an amazing nurse, at times I’ve been nervous and she’s completely eased my nerves by answering each and every question I have, and by also being so attentive with my 1 year old son. She’s amazing
Friendly helpful service
Health visitor very nice
Nurse was quick
She explained in detail
Comfortable and professional
The receptionist I spoke to and the nurse I saw were really friendly and helpful, a really positive experience!
Very professional made me feel relaxed
Professional n understanding
Efficient, kind, quick and painless blood test
Came for blood tests very efficient and on time
Ethan listened and was caring
Appointment was arranged quickly and I was dealt with on time.
Very knowledgeable and thorough
Very professional friendly nurse. Seen on time.
Excellent consultation, doctor talked everything through, listened to my view also.
To know the state of health
Polite and helpful
Because he was perfect
GP was very helpful
Put me at ease and was very empathetic and professional.
She was very nice and friendly and took care
Good care
Helpful
Julie Hilal is excellent. She is very attentive and knowledgeable
The nurse that look after me on my last visit is so good and attentive.
Had blood test don't like needles nurse was lovely and measured.me
The nurse was very pleasant and friendly
On time, Rebecca was efficient, curteous and kind
Straight forwrad. Simple. Quick. Friendly
Good appointment availability
I was trying to book an appointment for 3 days
Appt was on time
Hrt support
Dealt with in a friendly efficient manner with not much wait.
Good interaction helped to make sharing easy. Also, the person knew what was needed diagnostocally. Thanks.
The appointment was quick and efficient
The nurse was very knowledgeable and when she didn’t know checked with the doctor
Sarah was very friendly, made me feel completely at ease. Had time to answer all my questions.
Always excellent
Very helpful and arranged onward appointment to the hospital quickly
Have me an appointment & listened
Dr Slade was sympathetic on the phone as always and knew exactly what to prescribe to heal my problem
I managed to get an appointment and appropriate treatment
Gave me the help I meeded
Friendly face at reception, felt comfortable with the doctor who helped me out.
Lack of communication between administration and front desk
Doctor was very thorough and listened to our concerns
Issues covered
It was good the doctor was very attentive and showed she cared even though it was over the phone and not seen face to face however it was not very good due to the stress of having to call at 8am spot on to try and get a same day appointment.
That is what I got
Good
Professional friendly efficient manner
Knee pain
Friendly and efficient
Dr Slade explained my results clearly and helped me to know what steps to take next.
I am suffering with anxiety and depression,what I believed to be a simple quick Tyroid bloods ,turned into a whole Diabeteic MOT , which I could not deal with and consequently went into an almighty panicked attack .
I was in a queue waiting for my call to be answered, as soon as it was I was given an appointment to speak to a doctor about my son and within 30mins I received a call.
She is very helpful
Diagnosed pneumonia and arranged x-ray and gave medication
GP not able to give me answers to my questions
Kind, helpful doctor
Gp was nice but referred me for the wrong procedure. I’ve revisited reception since and asked to me referred for an MR scan as instructed by the hospital but not heard anything in 3 weeks
Listened to my corncernsexplained. And communicated clearly
Seen on time. Dr was great
I was constantly informed what treatment was being done
Dr good as always but Sue on Reception made it happen
I prefer face to face interactions
The doctor was friendly and caring and totally understand my circumstances, much appreciated
No results after biopsy
Gave tine not rushed and interested in helping me
Excellent service
Doctor was fantastic
Professional helpful and thorough
Because I needed a antibiotic
Phone call.
Answered my questions
I was able to see a gp etc right away and a thorough consultation was achieved.
Excellent service
Early appointment
Pleasant and helpful
I was treated nicely
Good advice and sympathetic
Fast response
Efficient, professional and therefore quick.
Difficult to answer my problem over the telephone
Excellent treatment
Dr Slade is a very good listener and will do everything to get to the bottom of my issues.
My practically experience. Quite satisfying visits.
Had OOH appointment and given F2F with another GP very quickly and from there referred for 2ww all very quick and efficient
Listened to what I said
Doctor organised a prescription for me
Consultation was by phone
The doctor I seen was very nice and helpful
Kind and helpful
Gp listened , advised and sorted appointment to hospital.
The GP did not provide me much information. I was just informed that I’ve been referred
Punctual, , professional , helpful advice
Knowledgeable
Just a ckekup .excellent.
Phoned when he said he would and phone consultation saved me a trip in
Answered my query and moved forward on it for me
Problem sorted
Phone consultation.
The nurse was lovely and the appointment went very smoothly
Dr De Souza was very friendly, addressed my concerns and was reassuring
Everything went smoothly
Doctor took time to listen.
Very helpful and caring & supportive behaviour.
Telephone call on time
I was dealt with quickly
A pleasant nurse, communication with him was good and he carried out treatment well
Listened intently and shared his knowledge
Polite friendly and professional
Staff always friendly and professional
It was a phone consultation. Very efficient, allowed me to carry on at work without taking time off.
Efficient and clear explanations.
Nurse who looked after me was professional and very understanding.
Extremely helpful
Appointment on time doctor very attentive
The doctor answered my queries to my satisfaction
I didn’t have
A quick phone call first to establish if I needed a face to face appointment. All same day, very pleasant lady doctor.
The care was good but the process time was a little to long
.
No follow up arranged, not able to have further discussion when medication not working
Excellent doctor very professional
It was a face to face appointment
Thorough and supportive check on condition
Well look after
Excellent consultation
I wasn’t left waiting long and the doctor was lovely
To include telephone service, Reception and GP...Responsive. Efficient. Amiable. Helpful. Listened attentively.Professional. Productive
Very efficient
The doctor sorted ou my problem.
I was given a prompt appointment for the following day.
Straight forward discussion for high cholesterol
Please refer to questionnaire I completed yesterday. My answers are still the same!!
Was very professional, sorted exercises for me and arranged hospital consultation
Thorough
Physiotherapist very understanding of my health idsues
Doctor slade listened to me. Unable to get an appointment with a doctor in the past only telephone appointment sshe looked at my problem like to see a doctor if its ongoing issue looked at my problem very well
Doctor listened me very well
Needed a prescription
This was a telephone conversation follow-up with the results of a blood test taken a month earlier.
Professionalism
The doctor fast response
Phoned on time, good knowledge of my meds
Dr Slade gave me the time to explain how I was feelng given it was the 1st I’d spoken with her it made me feel reassured.
The Nurse took my bloods very quickly and professionally without any stinging or bruising. He then thoughtfully made an appointment for a Doctor to speak with me about the results.
Asthma review - nurse was really nice but the questions/ answers that could be given were very generic and non-specific to the individual
Can never get GP appoint even at 8am
IWAS ASKED TO DO SO
Apart from running 5 minutes late, the consultation was carried out in a pleasant and friendly manner.
Thorough examination.
Fast and effective Response. I was seen on time by Doctor who was friendly, did checks and diagnosed the issues, prescribed medication which has been effective so far
Good 👍
Very thorough, went for shingles vac & was offered pneumonia & full health check
Appointment on time and helpful
The nurse was very good
very efficient
Dr De Corsa is a perfect GP with his patients and is willing to listen
Very professional, I was kept well Informed throughout
Very professional &understanding .
Didn’t have to wait long in the waiting room
Great service
Letter to our Patients in regards to all negative feedback:
3/5/24
Dear Valued Patients,
We hope this letter finds you well. At Heald Green Health Centre, we strive to provide exceptional care and service to all our patients. However, we understand that sometimes we ay fall short of your expectations, and for that, we sincerely apologise.
We recently received some feedback from you regarding your experiences with our services, and we want to address your concerns directly. Your feedback is invaluable to us as it helps us to identify areas where we can improve and ensure that we continue to deliver the highest quality of care to our patients.
Here is a summary of the issues you raised and our responses:
1. “I was informed I’d get a call back in 2 days. Didn’t hear from anyone for over 8 days, then I actually went into the surgery to get answers.”
We apologise for the delay in getting back to you. This oversight is not indicative of the level of service we aim to provide. We are actively reviewing our internal processes to ensure that all calls and inquiries are addressed promptly and efficiently.
2. “The first doctor I visited seemed like she did not care. It was a late appointment and I left without any medication and feeling worse overall.”
We are truly sorry that you felt this way during your appointment. We take patient care and empathy very seriously, and we will address this matter with the utmost urgency. Your feedback will be shared with the relevant team members for further review and improvement.
3. “Didn’t listen to me and let he wanted me off the phone.”
We apologise if you felt rushed during your call with our GP. Our aim is always to listen attentively to our patients’ concerns and provide them with the support and care they need. We will work further to ensure that it does not happen again in the future.
4. “A pharmacist advised me to see a GP but I was turned away by a receptionist, although my hand was swollen and red after being bitten by a cat. She insisted that GP doesn’t treat any bites according to the list she was following: ‘Bite is a bite!”
We apologise for the misunderstanding and any inconvenience it may have caused. While GPs do not typically address certain types of bites, we regret that you were not provided with appropriate guidance or assistance. We will review our protocols to ensure that similar situations are handled with more clarity and sensitivity in the future.
5. “Lack of communication between administration and front desk.”
We apologise for any confusion or frustration caused by the lack of communication between our teams. We have taken steps to improve communication channels between our administration and front desk staff to prevent such issues from occurring in the future.
Once again, we apologise for any inconvenience or dissatisfaction you may have experienced. Your feedback is incredibly important to us, and we are committed to making the necessary changes to improve our services. If you have any further concerns or would like to provide additional feedback, please do not hesitate to contact us.
Thank you for choosing Heald Green Health Centre. We appreciate your trust in us and remain dedicated to providing you with the best possible care.
Sincerely,
The Team at Heald Green Health Centre
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