OUR PERSONAL FAVOURITE! PERSONAL SHOUT OUTS IN OUR PATIENT FEEDBACK FROM FEBRUARY 2024
๐ We're thrilled to share some of the heartwarming feedback we received in February! ๐
๐ฉโโ๏ธ Dr. Slade: "Dr. Slade is very focused and solved my problem, got right to the problem."
๐จโโ๏ธ Ethan: "Ethan was very helpful, listened to me. The young man taking my blood is an absolute asset to your surgery. He is always so professional, cheery, and fills you with confidence. Ethan was very helpful and answered all my questions."
๐ฉโโ๏ธ Dr. Outar: "Doctor Outar checked skin lesions, asked questions, and discussed the best possible solution to take."
๐ฉโโ๏ธ Rebecca Hainsworth: "Because Nurse Rebecca was too good. She was too good in every way. Was seen by Rebecca Hainsworth; she made me feel very relaxed. Also very helpful. All on time, just great service on this visit. Rebecca has a lovely way of speaking to people, so thank you. Iโve met Rachel/Rebecca? (Nurse) on a couple of occasions, and she has such a kind, yet professional manner about her. Rebecca is very efficient and so pleasant and approachable. Very slick, painless procedure."
We're immensely grateful for such glowing remarks from our patients! Your feedback is invaluable to us as we strive to provide the best care possible. Thank you for choosing our surgery. We look forward to continuing to serve you with excellence. ๐ #PatientCare #Gratitude #ExcellentService
SNAPSHOT OF A FEW OF THE GENERAL POSITIVE FEEDBACK ITEMS RECEIVED IN FEBRUARY 2024 FROM PATIENTS:
๐ We're thrilled to share some of the wonderful feedback we've received from our incredible patients in February 2024! ๐
๐ "The lady did not rush me and listened and repeated it back to ensure correct details."
๐ผ "Always efficient and helpful service, great advice and action."
๐ "Nurse was really kind. He was quick and efficient."
๐ฉโโ๏ธ "The respected nurse served me very nicely and made me satisfied regarding my queries about my previous visit and test."
๐จโโ๏ธ "The doctor got the cause straight away."
โฑ๏ธ "No waiting time at all very helpful nurse and gave really helpful advice and info."
๐ผ "Excellent service very thorough consultation."
๐ฉโโ๏ธ "Because she was kind, friendly, and skilled in her work."
๐ฉโโ๏ธ "Kind, personable, felt like she had time for me."
๐ "The practitioner took time to assess. He also suggested further x-rays on my shoulder and made a further appointment."
๐ "The nurse called me by my first name and she was so helpful."
๐ "Very thorough examination, then referred to Orthopaedics."
๐จโโ๏ธ "Doctor was very humble."
โฐ "I was in and out within a few minutes and the nurse was so lovely and put me at ease."
๐ "The nurse was very helpful and was able to answer all my questions regarding my current medications and what would be checked with my blood sample."
๐ฉโโ๏ธ "I have always been treated well and given explanation to any question I ask."
โฐ "On-time and quick. Very polite staff."
๐ผ "Service was, as I have come to expect, excellent."
๐ "Very helpful and squeezed me in even though it was fully booked, very grateful."
๐ "Informative, clear, treatment went well."
๐จโโ๏ธ "GP was thorough and kind."
๐ "Listen, diagnosed, and prescribed."
๐ "Didnโt feel rushed."
๐ง "Nurse was great with my little girl as she was having her vaccinations and took time before rushing to administer."
๐ Your feedback means the world to us and motivates us to continually strive for excellence in patient care. Thank you for choosing us for your healthcare needs. Here's to more positive experiences together! ๐ #PatientFeedback #Gratitude #QualityCare
LETTER TO OUR PATIENTS ADDRESSING THE 5% NEGATIVE FEEDBACK:
4/3/24
Dear Valued Patients,
Subject: Addressing Negative Feedback Received in February 2024
We hope this letter finds you well. At Heald Green Health Centre, we are committed to continuously improving our services to better meet your needs. We deeply value your feedback and take every comment seriously. We want to address the 5% negative feedback we received in February; weโd like to address each concern with transparency and accountability.
1. Concerns about having an appointment to get signed up for the NHS app over at the library rather than in Heald Green Health Centre:
We sincerely apologise for the discomfort you experienced during your visit. We understand the importance of privacy and professionalism in healthcare settings. Due to mobile connectivity challenges within our health centre, we have utilised the adjacent library to assist patients with accessing the NHS app as patients will be able to use their mobile phones at the library but not at our Surgery. This is due to the internet providers and not due to anything done at the health centre.
2. Long wait time to speak with reception:
We acknowledge that your time is valuable, and we apologise for the extended wait. We encourage you to reach out to us with specific details regarding your call date and number dialled, so we can investigate and improve our call handling procedures accordingly.
3. Being scheduled into the Gatley clinic instead of getting an appointment at Heald Green Health Centre:
We apologise for any inconvenience caused by the location of your appointments. As part of a Primary Care Network, we offer weekend appointments at Gatley to accommodate patientsโ diverse schedules. Rest assured; our goal is to provide convenient access to care while maintaining the quality you expect from us. Also, more than likely, the clinician you would see at the Gatley clinic would also be a clinician at Heald Green Health Centre.
4. Perceived lack of helpfulness from a doctor:
We regret that your experience did not meet your expectations. We are eager to investigate further to understand the circumstances surrounding your appointment and address any areas where we can improve our service delivery.
5. Disrupted appointment check in process:
We are deeply sorry for the confusion and inconvenience you encountered during your visit. We have implemented additional training for our receptionists to ensure consistent coverage at the front desk, minimising disruptions to patient appointments in the future.
Your feedback ins invaluable in guiding our efforts to enhance our services. We are committed to learning from these experiences and making meaningful improvements to better serve you.
Please do not hesitate to contact us directly with any further feedback or concerns. We genuinely appreciate your ongoing support and trust in us as your healthcare provider.
Warm Regards
Heather Bobbitt
Business-Practice Manager
Heald Green Health Centre
In just a few words, please could you tell us why you made that choice?
Seen very quickly
I got to speak to some one
The lady did not rush me and listened and repeated it back to ensure correct details .
Was dealt with in a professional courteous manner
Very professional respond
Because it was
Always efficient and helpful service, great advice and action
Dr slade is very focused and solved my problem
Really friendly doctor/nurse.
Appointment was on time
The nurse put me at ease
Received a health review request.
Ethan was very helpful
The young man taking my blood is an absolute asset to your surgery.
Nurse was really kind. He was quick and efficient.
The respected nurse served me very nicely and made me satisfied regarding my queries about my previous visit and test.
The doctor got the cause straight away
Very efficient sent me for an ultra sound immediately
It was far easier to speak to a doctor than previously.
Nurse was precise and accurate
The bloods were taken with trouble and the shingles vaccination. Very friendly practitioner.
Was telephonic appointment and Dr was very nice to talk
Because it was very good
Brilliant service & advice from the physio
Doctor Outar checked skin lesions, asked questions and discussed best possible solution to take.
Good attitude
Appointment at Gatley.. unable to get local
Professional and patient
Very professional and made me feel at ease.
I was very satisfied with the service
Always happy to help
Quick service but left with questions after consultation
Because it was.
The midwife, Julie, was really friendly and reassuring. Julie saw us on time and answered all the questions we had.
Routine review for thyroid condition by telephone.
Acc
The physiotherapist was very thorough!
I want to see me doctor but nurses or physiooto see me on every vi
Ethan was very helpful and answered all my questions
Because Nurse Rebbeca was too good
my appointment was 2.15 and I went in on time
No waiting time at all very helpful nurse and gave really helpful advice and info.
Service was good and everyone was helpful and polite
Excellent service very thorough consultation.
Was seen by Rebecca Hainsworth she made me feel very relaxed. Also very helpful.
Because it's right.
Professional & understanding.
I was seen on time & dealt with efficiently
Because she was kindุ friendly and skilled in her work.
I wasn't kept waiting long.
Unprofessional sign in and waited in waiting room when l inquired at desk was told it was in the library for the public to overhear and her laptop was visible to anybody looking through the window the whole meeting was unprofessional
No problems and seen on time
He was very professional
Helpful .
I did not have to wait for long and the nurse was professional with her work.
Prompt, efficient and friendly service
Kind personable , felt like she had time for me
The practitioner took time to assess. He also suggested further xrsybon my shoulder and made a further appointment.
The nurse called me bymyfirstname and she was so helpful
Lovely nurse very efficient
Iโve met Rachel/Rebecca? (Nurse) on a couple of occasions and she has such a kind, yet professional manner about her.
Job well done
Kind and efficient
Seen on time or even early, friendly, knew why I was attending
Good
Very thorough examination, then referred to Orthopaedics.
I didn't get to see the person I had the appointment with as he wasn't in that day my appointment was cancelled but I was only made aware of that when I got to the health centre that day
The doctor was friendly and caring
Caller number 3 but took 1hour 25 mins to speak to reception.
Nurse was very professional.
On time and really helpful
Everything went well
It was good to have a chat with my GP on the same day, however I would prefer for this to be in person. I only live around the corner from the practice and I donโt see why we canโt attend appointments face to face.
Doctor was very humble
Apt was at gatley . HGHC couldnโt make me an apt
Efficient, courteous
Had to go to gatley medical centre but that was very good
Appointment cancelled
Prompt service.polite staff
Professional attitude but caring and reassuring
Helpful advice
On time no waiting
Fast and efficient service. Lovely nurse
I was in and out within a few minutes and the nurse was so lovely and put me at ease
Professional, helpful, pleasany
She was interesting in my health
treat I received
She was very professional and made me feel at ease.
In & out within ten minutes.
Very thorough.
The nurse was very helpful and was able to answer all my questions regarding my current medications and what would be checked with my blood sample.
Friendly staff
Good professional service on time and efficient everything
The appointment was on time and the nurse was very efficient
Friendly helpful nurse
I have always been treated well and given explanation to any qyestion I ask.
Full explanation
They were good
Julie hilal is a wonderful midwife. Very attentive and caring.
Considerate and caring
all on time and my blood test was quick
The nurse remembered me from a visit some weeks ago
Because Dr. is very nice and helpful. i was very comfortable with her.
I called in the morning at around 10 ish, asked reception to book me a blood text, even though i was on the phone for couple minutes but i got offer a same day blood test. Came around at the time at GO, got call up straight away with friendly nurse. Very happy for the service ๐
Fast to see me and very pleasant nurse
On-time and quick. Very polite staff
Polite, Respectful & Pleasant.
Injections were completed well
Service was I have come to expect excellent
Very helpful and squeeze d me in even though it was fully booked, very grateful
Informative, clear, treatment went well.
Prompt service informative and given a chance to ask questions .
Efficient and explained what they were doing.
Doctor very helpful when giving injections
The Doctor wasnโt helpful
Friendly and efficient staff. Minimal waiting time.
On time, efficient, friendly and received the information I required.
Dr wasnโt helpful at all
A very helpful staff member extremely professional
My appointment was delayed by 15minutes and no one explained the reason for the delay
Seen quickly after arriving but appointment didn't feel rushed.
Everything from start to end was as systematic as expected.
I was badly suffered from swear infection and pain in my left foot's small fingers, the male nurse at my request took my special care on humanitarian grounds and informed the doctor who treated me very nicely later by giving me another appointment.
Very friendly & professional.I
Everything was perfect
We visited the center before our appointment time and there was 3 patient in the queue and after while the receptionist went away and i lost my appointment time, then i went by own to the nurse by my own, and successfully i found her room for my daughter vaccinations, she mentioned that why you are late on time, i explained her, she was good staff member and she facilitated us.
Excellent nurse and very nice person.
Friendly and informative
I was seen promptly and treated politely
Friendly, knowledgeable, calm and supportive nurse.
I find the first point contact gate keepers and a delay tactic
6 week wait for the appointment on arrival nowhere to park signage sent me upstairs when physio was downstairs. Computer Booking in system did not register so 3 person queue at reception to be told I was a little late. I arrived at the surgery on time despite the parking situation. The appointment with the physio was great though
Very nice lady
Nurse was thorough and very helpful
Very polite and attentive
My appointment was on time and very professional
Nurse was pleasant and efficient. Also helped me with a repeat prescription for ointment which saved me from having to make a doctorโs appointment.
Rebecca is very efficient and so pleasant and approachable.
Friendly and caring appointment
GP was thorough and kind.
Clear explanation for purpose of appointment and all questions successfully answered.
Appointment on time and dealt with by pleasant nurse
Very thorough, both professional and friendly
Seen before my appointment time
Nurse was friendly, polite, efficient, professional, answered questions to my satisfaction.
The medical staff were kind and helpful
Punctual & on time
Prompt (not on time but close) and professional
Very caring and concerned nurse
first class as ever
Nurse is very good thanks ๐
Everyone was polite, professional and on time
Quick and very professional
Treatment recieved
Rang by dr to attend bp check next day. Arrived & told it was the following day, receptionist got me in for later that afternoon. Then got a phone call to attend for bp check. Lack of communication?
The nurse answered my concern.
Quick visit. Nurse very efficient and friendly
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