🌟 Patient Feedback Spotlight! 🌟
We’re over the moon to share some of the wonderful feedback our amazing team has received in July’s Patient Feedback Survey! Your kind words mean the world to us and motivate us to keep delivering the best care possible. 💙
🩺 Sarah:
“Sarah was really great at making me feel comfortable and have trust in her. She made my first smear test quick and painless—she’s a great nurse!”
“Sarah was very understanding and patient, always puts me at ease. Gave good advice after listening to my concerns.”
“Nurse Sarah explained everything and helped me with medication!”
“Sarah was very knowledgeable and answered all my questions without making me feel rushed.”
👩⚕️ Lucy Hyde:
“Dr Harris was very friendly and helpful. Listened to my concerns.”
💉 Rebecca H:
“Rebecca is probably the best nurse I have ever had—pleasant, friendly, and efficient.”
“Rebecca was very kind and caring as always, listened with compassion—she is the perfect person for being a nurse.”
“On time & wonderful Rebecca!”
🌈 Sky-Jade:
“Very helpful nurse (Skye) listened and explained everything clearly.”
👨⚕️ Dr Slade:
“Dr Slade listened carefully to my problem, and a plan was discussed. Saw me on time and made me feel heard.”
😊 Claire Dungey:
“Claire was very pleasant & listened well.”
“Clare was a very friendly nurse, and my appointment was on time.”
Thank you to all our patients for your trust and appreciation! We’re proud to have such a compassionate and dedicated team. ❤️
#PatientCare #Teamwork #Grateful #CommunityHealth
July Patient Feedback Highlights! 🌟
We’re delighted to share a random sampling of the positive feedback we’ve received in our July Patient Feedback Survey. Your experiences and kind words keep us inspired to provide the best care possible. Here’s what some of our patients had to say:
🩺 “The doctor really looked into my problem and seemed to know what he was talking about.”
🕒 “Didn’t have to wait long at all for my appointment—very satisfied with my treatment.”
📞 “Had a phone appointment very quickly, and my prescription was sent to the pharmacy for me to pick up at lunchtime.”
💬 “My question was answered with care and consideration. I left feeling reassured.”
👩⚕️ “The nurse was well-informed, friendly, and helped answer all my questions.”
👩💻 “From start to finish, I felt welcome and comfortable. The doctor talked directly to me, not just the computer.”
📱 “Consultation over the phone was effective; diagnosis made and treatment given.”
🩺 “The Dr took the time to listen and provided appropriate treatment and guidance.”
😊 “Very helpful and cheerful nurse who dealt with me.”
🏥 “They were well-organised, professional, and made life easier after the visit.”
⏳ “The appointment was on time, and the service was very good.”
💬 “Helpful guidance and advice; the doctor took the time to understand my concerns.”
Thank you to everyone who took the time to share their experiences! Your feedback is essential in helping us maintain high standards of care. We’re here for you and committed to continuous improvement. 💙
#PatientFeedback #ThankYou #CommunityCare #GPExcellence
16/8/24
Dear Heald Green Health Centre Patients,
Re: Response to Patient Feedback Survey July 2024
Thank you for taking the time to provide us with your valuable feedback n this month’s patient Feedback Survey. We greatly appreciate your input as it helps us identify areas where we can improve and ensure that we are providing the best possible care to all our patients. Below, we address some of the specific concerns raised in the survey:
Feedback: “The receptionist named XXX didn’t even listen to me properly and hung up, and when I rang back, she wasn’t really polite in her approach. Very unprofessional.”
Response: We are deeply sorry that you had this experience with our reception staff. Professionalism and courtesy are paramount in our practice, and we will be addressing this issue directly. We have added this concern to the agenda of our next Reception Meeting, where we will reinforce the importance of listening attentively and being friendly and polite in all patient interactions.
Feedback: “Staff are wonderful, but treatment is very disjointed.”
Response: We are glad to hear that you found our staff to be wonderful. However, we understand that the care process can sometimes feel fragmented. The complexity of different systems within the NHS and primary care can indeed create challenges. Please rest assured that we are actively working with local colleagues to develop a more integrated care system, aiming to provide a seamless experience for our patients in the coming years.
Feedback: “Radio in room on. Lack of compassion.”
Response: We are very sorry that the presence of a radio in the room made you feel a lack of compassion. This was certainly not our intention. We have communicated your feedback to our clinical team, and we will be more mindful in the future to ensure that all aspects of the environment contribute to a caring and compassionate atmosphere.
Feedback: “She used a very thick needle for his 1-year-old immunisation, and now he has bruising.”
Response: We understand how distressing it can be to see your child experience discomfort. We have reviewed this feedback with our nursing team, and it is important to note that the size of the needles used for immunisations is standard. Unfortunately, bruising can sometimes occur with any vaccination, though we hope your little one has since recovered quickly. Your child’s well-being is our priority.
Feedback: “The doctor was perfect, but the receptionists were extremely unhelpful and borderline rude.”
Response: While we are pleased that you had a positive experience with the doctor, we sincerely apologise for the negative experience with our receptionists. We are addressing this concern in our next Reception Meeting, where we will emphasise the importance of being helpful, courteous, and professional at all times.
Feedback: “I received a text asking me to send a blood pressure reading. I do not have a monitor, so I rang reception, and they didn’t know why I was sent this message! I should have been contacted about a blood sample I had over three months ago; I assumed there was some confusion over this, and again, nobody knew about the sample.”
Response: We are very sorry for the confusion and frustration this situation caused. When a text message is sent, it should be properly recorded in the patient’s file, and the receptionists should have had access to this information. We are taking steps to retrain our reception team on how to handle such cases, ensuring that this doesn’t happen again to any of our patients.
Feedback: “On two occasions now, you have cancelled my son’s injections 15 minutes before the appointment time. On one occasion, I was outside parking up.”
Response: We sincerely apologise for the inconvenience and frustration caused by the last-minute cancellations of your son’s appointments. Unfortunately, there are times when our clinical staff may fall ill suddenly, requiring us to cancel or reschedule their clinics. We understand how disruptive this can be and are working to minimise such occurrences. We are very sorry that you were negatively affected.
Feedback: “All computers were not working. No patients’ records could be accessed.”
Response: We apologise for the inconvenience caused by the IT issues you encountered. This was part of a global IT outage that affected many sectors, including healthcare. While this situation was beyond our control, we are currently engaged in better contingency planning to reduce the impact on patient care should such an event occur again. We regret that this disrupted your care on that day.
Thank you again for your feedback. We are committed to improving our services and ensuring that every patient receives the highest level of care. If you have any further concerns or suggestions, please do not hesitate to contact us directly.
Sincerely,
Heald Green Health Centre
In just a few words, please could you tell us why you made that choice?
I felt very relaxed.
The appointment was on time and professional
Felt at ease with the whole appointment.
The doctor seemed to know what he was talking about
The doctor really looked into my problem
Dr very helpful
Didn’t have to wait long at all for my appointment was very satisfied with my treatment.
Had a phone appointment very quickly and prescription sent to pharmacy for me to pick up at lunchtime
Was happy with the help and Information I got from the GP
My question was answered with care and consideration, and I came away feeling that the query had been thoughtful answered and it set my mind at rest.
Well look after
Well look after
Very efficient
Would have been better except I was told 30minute delay
Very helpful
quick response to my request for a psa test
I was told the blood test results etc
I have always been happy with the care at the practice.
Very good service
She knows what she was doing
He was very through at my assessment
nurse was well informed and friendly.helped answer questions I had
I am pleased
Everything was completed as you said it would be
Sarah was really great at making me feel comfortable and have trust in her.
Caring and informative
Sarah very understanding and patient always puts me at ease.
Because I am well looked after
Listened to my concern
Caring member of team
No fuss appointment
No fuss appointment
Well look after
On time and very personable
All the nurses are very good
No waiting very professional attitude
Friendly professional helpful Nurse
I was 15 minutes late for ap because reception was on phone and computer was out of order
Clear info
Appointment was on time. Nurse was excellent.
The nurse was so wonderful, great manner, and very informative, definitely in the right profession
Very helpful and useful information easy to understand
Answered all my questions. V nice lady
Appointment on time. Very helpful and professional
Explained everything well and was realy professional
Easy to book appointment and was seen quickly on the day
Very efficient, friendly and thorough
Initial health check
Staff professional and friendly
From the start to the finish of the appointment, she made me feel welcome, comfortable and relaxed. Actually looking and talking directly to me and not the computer.
Came for bloods and it went well
No waiting time, very efficient , quick and easy appointment.St
The receptionist names Mariam didn’t even listen to me properly and hang up and when I rung back she wasn’t really polite in her approach. Very unprofessional.
Lady was nice
Great doctor
Consultation was over phone having sent images. Effective diagnosis made and treatment given
Excellent professional advice
Treated in a professional manner.
The same nurse as last time, very good
Just very proffesional
Dr Harris was very friendly and helpful
The Dr took the time to listen and provided appropriate treatment and guidance
No appointment available.
Approachable and discussed concerns.
Very thorough
It’s nearby my house
Friendly and helpful
Staff are wonderful treatment very disjointed
All round excellent
The doctor or person I met was nice and friendly
Very helpful and cheerful nurse who dealt with me
Nurse was friendly and efficient
It’s always good
Prompt and efficient
Helpful, professional and knowledgable
She good and caring
On time, professional, quick & easy blood test
Worked as expected
No waiting appointment bang on time
Kind friendly service
On time very pleasant and confident
Caring friendly consultation.
Very pleasant and efficient
GP dealt with all my queries
Very reassuring
Questions were answered and further actions agreed.
Very thoughtful
She was very good taking my blood respectful all
Didn’t feel a thing, made to feel comfortable
Brilliant doing the blood test for the 13yr old
Very punctual. No difficulty or any problem during the test
She made me feel at ease
Did not go for bloods became too unwelll
Rebecca was pleasant, friendly and efficient
I was in and out within 10 minutes.
I made the choice because Rebecca who gave me the blood test is probably the best nurse I have ever had
I have sent an email to the surgery – I was unhappy with the way the appt went.
Excellent visit
Very pleasant nurse
As I am hard of hearing I had to keep asking the pharmacist to repeat himself. It was not his fault but I feel it is worth mentioning also I told him that I did not need any Lansoprazole as I no longer had an upset stomach but I received a delivery of tablets today and they were in it.
Would have marked “very good” but the nurse didn’t introduce herself. If someone is going to be taking samples, personal details etc the least they could do is say “Hi, I’m [name]”.
Q
Staff always helpful.
Very helpful nurse (Skye) listened and explained
Very helpful
Efficient, friendly didn’t wait at all
Very friendly and efficiant
On time and very friendly and efficient
Had a blood test due to Dr deSusi request
I had a 40 min waiting time
Very pleasant
Not applicable
Excellent
They were well organised and professional
He was caring and efficient
Because she listened to me
Lovely helpful nurse
Once I got to speak with a Dr, I happy that he listened and was very helpful. It the trying to get to talk to him was the problem. I understand if possible to refer me to other viable options. However with my health history I just get bounced back to the dr. Maybe set up pop up on records to confirm they can be referred or not. The idea is great. But it does need tweeking
Rebecca was very kind and caring as always
Because I was seen the same day
Efficient friendly nurse
Because I was extremely happy with my visit.
Nurse always lovely. Had a blood test . Quick and easy .
Prompt and informative
Nurse Sarah explained everything and helped me with medication!
On time, very efficient,
Practitioner listened patiently to my concerns. Examined my reflexes and strength. Was polite.
The nurse is always caring and makes me feel confident. She answered any questions I have
I was very sick
The only failing was that the Screen Booking system was faulty ( I understand it has been faulty for some time !!).. so why not put a Notice on it … advising so. time
On time
It works as expected
Was seen on time by a pleasant nurse
It was just very good by the Nurses involved
On time and professional handling
Very attentive and ask questions about myself
Polite and caring nurse
Helpful guidance and advice, took time to understand concerns
Efficient, competent pleasant
I didn’t get through the door
I had a health check & Ethan was really friendly
Ethan was very efficient and pleasant
Nurse very professional very thoughtfully
Seen on time by nurse and test carried out extremely efficiently.
The nurse was very communicative, helpful.
Appt on time. Nurse friendly and efficient.
Professional and welcoming member of your team.
She was polite, listened well and tried to help as much as possible
The service was excellent
Excellent attitude to the job in hand
Excellent
Made me feel comfortable
Nice attitude Caring
Appointment took place 40 minutes after booked time.
Rebecca was very helpful
Good staff and life made easier after the visit
The appointment was on time and the service was very good
Seen on time , no delays, good consultation
Had a diabetic review did not check my feet on previous appointments they did
You advised me
Calm, friendly, efficient practitioner
I was seen very promptly.
Nurse was very professional and understand her very helpful made me very welcome and at ease
Excellent service
Nurse spent time talking about other health issues
Very professional staff nurse , on time
Took blood sample efficiently
The practice nurse was very professional
Very prompt response from receptionist and was able able to speak with doctor without any delay
The nurse checked me very nicely in a respectful way
Radio in room on . Lack of compassion
On time and good appointment with everything being discussed
Unfortunately the GP can’t help me with the pain
She used a very thick needle for his 1 year old immunisation now he has brusing
The doctor was perfect, the receptionists were extremely unhelpful and borderline rude.
Dr Slade listened carefully to my problem and a plan was discussed.
Care & listen very patiently!.
Urgent call from GP to resolve my medical issue
He listened and adviced
Knowing appointments are difficult to get, plus I work away from home all week, I was delighted to see a doctor on the Saturday
Seen quickly and efficiently, but big queue at reception due to booking screen being broken
Very pleasant and reassuring.
Seen on time
Very good at explaining the situation
Had a same day appointment.
Lovely Nurse
Friendly and informative
The physiotherapist was helpful however your receptionist for the Health Centre 2 was rude. This was during the morning of 09/07/24
Sarah was very knowledgeable and answered all questions I had and I didn’t feel rushed.
I was so comfortable with the nurse
Rebecca is a very kind and caring person
All good, nice to talk! Not just internet
Receptionist was patient and took time to get any info l needed.
I was seen on time and the nurse is always very friendly, kind and helpful
To be truthful
Good surgery very efficient
Face-to-face, it was a telephone consultation with the Aru face-to-face appointment
Listened
I only put good as when I came into the building I was a few mins late and then the checking monitor wasn’t working and I had to wait to speak to receptionist to check in and she was on the phone for a while then when she checked me in she was a bit rude and said your late don’t think they will see you now, take a seat.
Didn’t wait long, Excellent consultation.
The nurse was lovely and supportive.
The nurse was very friendly and helpful.
Good service
The appointment was on time and the the treatment was very professional
On 4//8/10th July you sent emails reminding me of my appointment and how much it costs if I miss it!! I turned up to be told ‘no, you don’t have an appointmennt, I pointed out the txs sent to me. Uninterested the receptionist said ‘we sent you a tx, it’s now on the 16th’, with my phone in my hand i pointed out that as I am standing here right now at 9.50 no tx was sent. I received a tx at 10.36!!!!!
Seen at Gatley
The nurse was pleasant and very efficient and professional answered all my questions and reassured me
I was invited for an asthma review
Didn’t hurt or bruise my arm
I received a text asking me to send a blood pressure reading, l do not havs a monitor so rang reception, they didn’t know why l was sent this message!! I should have contacted about a blood sample l had over three months ago, l assumed there was some confusion over this, again nobody knew about the sample.
Check in machine broken and big queue
On time
Friendly and professional
The nurse was very friendly.
Spoke to Dr re medical issue made physical appointment same day as was urgent.
Service and attention was excellent
You asked me to attend for a blood test.
Efficient, friendly nurse
She gave me good advised
Friendly, caring, good listener
Excellent nurse
Not long wait
I felt calm and safe, the blood test went smoothly and quickly.
Listen and advised
Very pleasant nurse very welcoming
I got the repeated vaccines mail and vaccines were already done
Very informative
Said that she had put test strips and lancet on repeat prescription but didn’t
GP Rang back very quickly
Seen quickly. Lovely nurse. Very friendly.
Annual12 month check and bloods
Rebecca was very pleasant and efficient
Very diligent
The nurse was very pleasant and efficient
Claire very plesent & listen
on time
Appointment was moved an hour and half later on the same day
Very professional service
On time pleasant
Made to feel welcome
Quick appointment
On two occasions now you have cancelled my sons injections 15 minutes before the appointment time, on one occasion I was outside parking up.
Friendly staff
very helpful , didn’t feel rushed
Bcs..That nurse was very nice..and caring
The nurse was very friendly despite the circumstances
On time
I was seen by Clare who was a very pleasant friendly nurse
All computers were not working. No patients records could be accessed
She discussed the treatment options with me and promptly took action on the option of treatment in which I was happy.
Hello the reason was because the nurse was very good at her job and very helpful to
I was seen quick the nurse was verymice
Nuse was good I was seen quickly
The appointment was on time
Good service
Excellent care
Very thorough
Very kind, and friendly nurse.Made me feel at ease and listened to what I had to say .
Nurse very helpful
Very thorough and professional
Friendly, efficient.
Efishient and pleasant
Polite professional and explained every procedure
The gentleman was very kind and helpful. He examined me and he is contacting the hospital for an appointment.
Great service every time
No waiting for an appointment Very gentle Explained everything very nicely Listened all what I said without problem Knowing the details about my conditions
Felt very relaxed discussing my situation
Because of the excellent staff
Appointment was in time, nurse very friendly, procedure done efficiently.
Dr was vey compassionate
Every thing done very good
Nurse was pleasant & responsive.
Seen on time polite and helpful staff
Don’t feel that I’m being listen to
My concerns were addressed
Good work
On time & wonderful Rebecca
B12 injection
The doctor was determined to get to the bottom of my problem.
Automated booking in machine not working so had to join a queue at reception desk causing unnecessary delay
Near by
Attend on time
The doctor was very efficient
Was treated nicely
The doctor and other staffs were very helpful and friendly.
Doctor very attentive
Doctor listened and was very attentive
The nurse answered questions I put forward and it was quick and professional.
Caring
Nice staff and very efficient
She was excellent, kind and understanding
Everything was great
Went well
Rebecca answered any questions I had
Treated with respect and on time.
She was absolutely lovely and explained everything about emphysema and how to take my medication and also helped with my low mood and fatigue, very grateful for the help
Friendly
More information about Trimbow inhaler