Patient Survey Results for August 2023
Patient Feedback August 2023
In just a few words, please could you tell us why you made that choice?
| Because I was not seen or notified |
| Gp took time to listen give contact number and reception staff very helpful too |
| Local |
| Very professional and reassuring advice |
| On time, very professional, very helpful |
| Wasn’t there long enough to have an opinion |
| Seen very close to appointment time. Very pleasant member of staff |
| Kind, friendly, smooth and on time |
| Super efficient. Called on time. Was in and out within 10 mins |
| I had my bp taken as I have a problem with it and I was having a blood test to check on new meds I’d been given for it . They did not have a large size cuff in the whole surgery to fit my arm . You get an incorrect reading and it is painful if cuff is too small. The nurse who was nice said she would order one. One for a surgery that size . The nurse took my blood using s manual bp machine but still with a smaller cuff than was required . I can’t be the only overweight person in the whole of heald green . . |
| Very helpful |
| On time |
| Appointment was on time and nurse Claire was very nice. |
| Very professional, friendly, patient and kind |
| Physio was not the procedure for me recommended painkillers |
| Proffesional friendly treatment |
| Lovely nurse |
| Very helpful and efficient nurse |
| Exceptionally professional and super timely |
| Everything was as expected, despite appointment time being a little late |
| I rec’d a call from Dr Rabia to come and see her as there was some concern about my HEALTH. |
| Friendly, efficient |
| Face to face appointment changed to telephone consult 10 minutes before appointment was due to start |
| No waiting, the doctor was very kind and dealt with my problem sympathetically. |
| Well organised |
| Friendly nurse and prompt attention |
| Seemed to understand |
| Explained blood test results |
| On time and very attentive |
| Professional approach to work |
| Punctual and courteous |
| The doctor was very understanding, helpful and showed care |
| The nurse was very kind and understanding |
| Appointment |
| Cheerful |
| The Nurse was excellent but having booked the appointment for 12.50 pm, (confirmed by a previous text ), I arrived to find that I was early and wouldn’t be seen until 2.00 pm. The receptionist sorted the problem ! |
| Was seen exactly at my appointment time. Nurse extremely professional and pleasant |
| Attentive caring consultation |
| I was 10 minutes late for my appointment and spoke to the receptionist who spent time trying to speak to the nurse who apparently was on the phone. The receptionist spoke to the nurse and then told me I was too late to be seen and therefore had to make another appointment which I have done. |
| Nurse very helpful and guided me on prevention for diabetes and diet plan |
| Drs are all very compassionate, and caring |
| Very helpful and considerate |
| Always helpful and friendly |
| She did my blood pressure |
| Didn’t wait long to be called, nurse Sarah was lovely and kept me calm |
| I found that lady was kind of rude |
| To give blood for diabetic review |
| The receptionist is rude every time on the phone |
| Kind, professional and efficient |
| Friendly, helpful, knowledgeable. |
| Seen close to appointment time. Nurse was nice and polite. |
| Had to wait over half an hour after my appointment time |
| Had a blood test, Sky is fantastic at her job. |
| The nurse was very caring and helpful |
| She carried out tests i needed and more and then got Dr Morris to see what i had complained sbout as well. Very professionalBris |
| I got through at 8.01 straight away, was seen via telephone at 9am and treatment commenced immediately. I also had blood tests the same day. |
| All my concerns were addressed |
| The nurse I saw was very patient and helpful and we are trying to control my Asthma and chest infections in the winter months by starting now |
| I didn’t have long to wait, nurse was very helpful and nice. |
| Good treatment |
| Sky was very eeefficient and very polite. |
| very polite and professional |
| Bexcuse this doctors surgery are very supportive and caring |
| Doctor was very polite, answered all my questions and didn’t try to rush me |
| For a a joint injection |
| Knee specialist |
| Very Professional and always easy to talk to. |
| Very helpful and informative |
| On time…put you at ease…explained everything |
| Doctor went out of her way to ensure my treatment was fulfilled |
| Very reassuring, listen to what I said , helped with everything very professional thank you so much for all your help with my son |
| The dr was very nice explaining what was happening |
| Very efficient |
| Our son Dylan was seen instantly on the same day by the GP when we expressed our concern about veins in his legs |
| Notified by Pharmacist that I was being put on blood pressure tablets without a conversation with the nurse or doctor. |
| She was easy to understand |
| Very knowledgeable physio |
| Good follow up and prompt response |
| I was taken seriously & made to feel that my visit was worthwhile |
| Routine check-up |
| Dr listened to me. And was very caring. |
| It was an appointment, what else can I say? |
| Cancelled at short notice |
| Very helpful and patient with a nervous 8 year old |
| Friendly and reassuring. |
| On time |
| The appointment was unhurried and informative throughout |
| We just talked about my back he said he would send me a link with exercises but the link didn’t open. |
| I got to my appointment early and I was seen right away by Rebecca |
| Was in and out didn’t have to wait |
| Friendly and patient service |
| Comfortable waiting area and friendly staff . |
| Very pleasant, professional & explained everything Helpful advice |
| Very thorough and made appropriate referrals and followed up with text information. |
| Very understanding and caring |
| Doctor Wilson , took a good look at all my questions and listened to what I needed answering to confirm and reassure me. |
| Pleasant, to the point. |
| The doctor was calm and made you feel at ease |
| Friendly and efficient |
| It was a Locum Doc so we have no prior relationship. He was fine but I would have preferred a familiar Doctor |
| Just made a booking |
| Pleasant reception and helpful |
| I was made to feel as though I was important and an individual not just another patient |
| The doctor answered all my queries very satisfactorily |
| Was told all I needed to know and felt reassured with the information given |
| Punctual and precise |
| This was a face to face appt which due to number of patient,I was v grateful to have. |
| friendly efficient information in time constraints |
| All the doctor did was put details on his computer. No explanations of what it could be. I wasn’t impressed |
| Ethan was extremely helpful and explained the process extensively. I am very happy with the experience I had at this visit. |
| Ethan was superb. 👍 |
| I have never seen said male nurse before, but I would again. Perfect addition to the team. |
| Very professional throughout the appointment |
| Excellent service friendly helpful staff |
| Doctor listened to me and explained the problem clearly. |
| Good care and attention |
| Knowledgeable and professional, felt well cared for |
| Everyone always seem so pleasant and helpful whenever I have visited |
| Not confident in doctors response to both problems |
| Nobody seemed to know what the telephone appointment was about?? |
| Dr Slade is trying every avenue to help and knows all my history without having to repeat it every time I speak to her |
| All my questions were answered, felt reassured after my visit,short waiting time. |
| Appointment was on time the doctor asked all the relevant questions |
| Dr Morris really listened to my concerns and ensured I had the appropriate follow ups needed |
| The doctor was very good explained everything clearly |
| Because I was in pain they did not help |
| The nurse was so good |
| All was explained and un-hurried. |
| The pharmacist was patient and polite. He answered our questions and concerns. |
| Very attentive and helpful |
| Very professional and caring GP |
| I saw the gp face to face and told him my concerns and he examined me, which I think is very important |
| Needed antibiotics |
| On time and all situations addressed satisfactory. |
| Prompt follow up after a blood test |
| I needed advice and reassurance that I was doing the right thing with medication |
| Doctor helpful |
| There was confusion about the type of consultation I was having . |
| Although the service was good, on my NHS app the appointment was said to be for Essential hypertension, the blood test was intended to measure my Serum globule level. My hypertension has been at normal level for years. |
| I had pain in shoulder |
| Because they were professional |
| Appointment was changed to one to one |
| Very helpful and quick |
| I was listened to and received prompt care and effective follow up care referrals. |
| Always give us an appointment straight away. |
| Very professional |
| Care and promise Dr will ring me to check my progress |
| Appointment was scheduled |
| I was listened to and appropriate advice was given |
| The nurse was very friendly and professional. I had a blood test and she was very efficient |
| After blood results came back, no follow up about what else needs to be investigated to diagnose symptoms. Left without diagnosis for fainting episodes. |
| The doctor listened to my worries and I was checked over thoroughly. The doctor sent off referrals for me and one arrived very quickly. So hopefully my issues will be resolved. |
| Can’t fault anything whatsoever a brilliant service as per usual |
| Quick appointment. Very helpful doctor. Referral for hospital appointment. |
| Caring and friendly doctor, fast referral and took care to explain everything |
| Excellent as always |
| I contacted the surgery as I had symptoms of vertigo, temperature and earache and I was contacted back shortly by Dr De Souza |
| Dr kept me appraised with clear information. |
| Efficient response and dealt with to a high standard |
| Dr Morris was really helpful. |
| Still difficult t0 get a face to face appointments |
| Speak and explained nicely |
| I felt my problem was investigated very well and face to face appointment was helpful |
| Professional friendly doctor |
| I got an immediate appointment due to my issue being around mental health |
| I didn’t visit the surgery, this was just a telephone ‘consultation’. |
| Lovely friendly nurse |
| Lovely friendly nurse |
| Very professional |
| I was in and out in 5 minutes. Good doctor can’t remember his name. |
| Because that is true. |
| Don’t know the Doctor |
| Telephone consultation. |
| Caring and listening ear. |
| Dr. de Souza was very thorough in describing why further medication required. |
| Got good service |
| Because they cancelled my appointment that I’ve been waiting on for 3 weeks |
| Had to call back to get answer after being told someone would contact me |
| Telephone consultation, was admitted to hospital for an emergency colostomy |
| Dr was very thorough with the examination . |
| Reception staff were rude on the phone but doctor was great |
| Was listened and explained to |
| Best doctor iv seen in a long time did proper check over how it use to be when you seen a go years ago |
| My request was actioned |
| The willingness of the doctor to explain the condition |
| Never have a problem May have to wait in queue but not for long |
| I had a miscarriage and needed a sicknote but due to not being able to get an appointment I had to go back to work as I didn’t want to tell my employer why I was off this caused me stress which I told the receptionist but was again told to ring back which I was distressed. |
| The physio I saw made a referral for an MRI scan which came very quickly. The physio rang me with the results as soon as he got them.The whole thing was dealt with oromptly |
| GP was cooperative and helpful and I requested her to proceed my treatment as soon as possible. |
| Very considerable, and booked a physio appointment 👏 👌 |
| Ms Taylor explained my scan results and was informative as to my options |
| The service I received was really good and i was was listened to |
| Great doctors surgery |
| She carried out the duties in a professional manner and answered questions. |
| Because the doctor recommended to do E C G, however because of unavailability of instrument the test was not performed. |
| Took BP and explained why. |
| Prompt efficient appointment |
| Dr Slade helped me with my systems |
| Asked for phone consultation with doctor |
| Very helpful |
| I rang up in the morning received a phone call and an appointment same day. This was great service and I have a follow up. |
| Sensible discussion |
| Very understanding and caring |
| Routine appointment |
| As required for my problem |
| Nurse was excellent and practice meets and exceeds expectations |
| Handled well by the nurse but systems not updated so historical info not available |
| Friendly professional. Did my asthma review at the same time. |
| I got the medication I required |
| Quick appointment (next day) after seeing doctor |
| Didnt doctor couldn’t diagnose over the phone |
| Waited three weeks for a telephone conversation and then got referred to the wrong |
| Dr DeSouza takes time to listen and gives good advice |
| Professional |
| Excellent manner and put me right at ease. |
| Listened and wasn’t rushed |
| Cooperative |
| She explained what happens when you have a fall.she recom |
| Dr Slade is amazing she really listens x |
| The nurse was kind and helpful and made an appointment as well but unfortunately with regards to doctor I am upset as I didn’t get a call from booked phone appointment and it’s always very difficult to book an appointment like my previous gp I was able to book an appointment online for any health issue dye to disability. |
| The dr was very pleasant and helpful. |
| Tiredness |
| Dr Slade went through possible reasons for my prob |
| Very helpful |
| Prompt response |
| Dr De Souza is always very friendly and approachable. He is efficient at understanding the problem, discussing it with you, listening to your comments and making a decision. |
| . |
| The staff was. Good |
| Excellent session |
| Excellent service, very helpful |
| Very nice person and efficient |
| Very professional care |
| The nurse was very pleasant and professional |
| Unfortunately being unwell I missed my appointment by 15 minutes I asked the receptionist if she could call through to the nurse and ask if she could still see me as there were absolutely no patients in the waiting room she did not call through and said that the nurses schedule was fully booked I feel if she had cold through I might have been able to see the nurse with blood test which would have taken a maximum of three to four minutes |
| caring emphathy ease |
| My appt was txt to me and acted on promptly and I was seen the following week , the nurse was professional and kind. |
| Checked with me why I was attending was informative, pleasant |
| Lovely lady |
| No time wasting Did not wait Very punctual with time |
Patient Survey Feedback for July 2023 via the Friends and Family Survey:
In a few words, could you tell us why you made that choice?
| See patients… phone consultations are inadequate |
| Answering the phone, time wait if I can get through at all! That would definitely improve your services. |
| Keep to the times |
| The long queue your in when you ring up |
| Perhaps more face to face when seeing the GP rather than telephone. |
| The first time I tried to make the appointment I was no 1 in the queue and still not answered after 20 minutes. I gave up |
| Follow infection control guidance re bare below the elbows and around hand washing |
| Be open 7 days a week. |
| Nothing really. Maybe think about doing online triage instead of phone calls at 8am |
| Nothing |
| Must have more face to face appointments. |
| Not a thing |
| I am happy with this service |
| Sanitizer to be refilled and available. Patients or visitors to wear masks where appropriate. |
| Nothing offhand. |
| Everything was excellent so need for any changes |
| A forward looking Practice. |
| The TV thing on wall didn’t make a noise so I didn’t look up and therefore didn’t see my name on screen. This needs rectifying especially for people who are sight impaired and wouldn’t know. |
| Receptionist wasn’t particularly welcoming or friendly. Explained that I was new and wasn’t sure where to go. I asked some questions which she replied to with one word answers and barely looked up from her screen. |
| Improve the process to book appointments – it’s very frustrating |
| Your appointment system needs looking at so people aren’t taking time off for appointments that are not due for another 9 months. |
| N H S annual review |
| You could inform patients if the dr is running over |
| Accept more appointments, hardly anybody in the waiting room and never any appointments available. I’ve once been in that much pain without being able to get an appointment that I have resulted in going private to get a diagnosis. |
| Nothing keep it up |
| Nothing everything went well |
| Very good meanwhile, keep the job |
| Nothing. |
| Shorten your introduction message way 2 long u have all the info on your boards no need to be on phone 2 |
| all good on this occasion |
| … |
| When a name comes up on the screen for the appointment maybe sound an alarm to draw a person’s attention to it.As you can easily miss the info on the screen. |
| Nothing |
| For me everything is okay. Much appreciated and thank you. |
| It would be great if you can get an appointment with a doctor |
| Is there another way ot transport as ir costs just over .ten pounds each time |
| Employ more nurses like Rebecca who ask pertinent questions and who listen and give confidence back to the patient in their responce |
| No improvement necessary if my experience is the norm. |
| My consultant at N.WVS has told me I need pneumonia vaccine 5 yearly but this is difficult to arrange at the surgery |
| Calls take forever to be answered (on hold). Appointments are far into the future. |
| Few months ago I waited for more than an hour for my appointment |
| Do something about making phone calls to you not so irrelevant and lengthy |
| Can’t think of anything.always been helpful when l needed to phone in. |
| Waiting time on the phone when making a call..the queue’s are getting longer longer..I ring at 08.00 and am 15th in the queue, how can this be when surgery only opens at 08.00.. |
| This wasn’t a consultation , just a blood test so this questionnaire seems a little bit irrelevant!! |
| Reception staff could be a bit more welcoming. I felt like an inconvenience |
| Nothing |
| Don’t allow receptionists to came medical decisions. Keep on the ball with yearly checkups, l had to remind them it had been 18 months before any appointment |
| Nothing to improve this time |
| Well, i have seen this person twice now and i do not wish to be rude , but they do not seemed very bothered or interested . |
| Good |
| Tell us when running late |
| Better co-ordination in sending unnecessary text messages for fixing appointments, when I am not due. Also not to change app time at the last minute. |
| Nothing |
| I couldn’t think of anything you could have done better in this instance |
| Improve timing |
| Would prefer to see a Doctor |
| Ask the patient what time is suitable for them for an appointment as a lot of people have to work and cannot get appointments due to working. |
| Quicker appointment |
| Quicker appointment |
| Sort out your process at receptionist |
| Nothing in this instance. |
| No suggestions. |
| Face yo face consultations |
| Nothing |
| Book appointments online on patient app |
| Nothing that I can think of. |
| Make it easier to see a gp |
| Nothing |
| I advised reception I didn’t need the ECG as I decided not to take the related medication but the receptionist insisted I still came for the appointment. Seems like a waste of time me. |
| Nothing |
| Nothing |
| Nothing based on this visit |
| Nothing you’re doing a brilliant job |
| More face to face appointment |
| . |
| Happy with the appointment |
| Bothing |
| It was blood test and was done professionally |
| Dunno saying no one’s been around |
| I first called at 08:01am on Wednesday 12th July and was told I was called number 21 in the queue, after over half an hour of waiting I finally got through and was told there were no appointments available. I feel like unless you get lucky and get through the options quickly then you’ve no chance of getting an appointment either phone or otherwise |
| I think you guys are doing it all well |
| Obviously make it easier to actually see a doctor face to face |
| More face to face with the doctors |
| Nothing good all round |
| Felt like a rushed phone call, no clear instructions or advice given on how to manage pain |
| Make it easier to speak to someone on the phone. |
| You did all you could to get to the bottom of what wa wrong |
| None all good |
| First visit to see a GP at the surgery which was a very positive experience. |
| Not that I could think of now |
| I was 24 in phone queue,got to number2 and was told to leave a message. Did’nt know that could happen! |
| Start face to face consultations again. |
| Be able to make non urgent appointments for forward dates rather than having to call at 8am on the day |
| Reduce the time range for when we can expect the call |
| Nothing that I can think of |
| have more appointment slots and free medicines |
| Have a sign in the waiting room on where to head for rooms A-D! |
| Nothing specific |
| Be more efficient, provide some extra procedures for individuals like myself with my ocupation, have the receptionist not be so rude and most importantly sort out the repeat prescription procedure as i email and never get all my prescriptions sent over to the pharmacy |
| Nothing |
| Enable booking appointments via the app |
| Quicker appointments I had to wait a month while in pain to receive pain killers |
| Nothing comes to mind |
| Improve referral services |
| No all good today 👍👍👍😉 |
| it takes several minutes to get to speak to reception I find it frustrating and not knowing the results of Tests |
| I was happy with the service |
| Nothing |
| I am no all that happy with telephone medical advise. If you have medical problem you should see a doctor. |
| Arrange follow up appointments to monitor regularly |
| I tried to speak to the pharmacist a few days earlier but this service is quite limited time use so I think this being available may have helped avoid the need for a GP appointment. |
| Just send pills that I ask for to chemist rather than coming in to see the doctor just a phone call to doctor and send pills |
| Apart from shortage of quick appointment times, nothing to add. |
| I cannot think of anything that would improve the 10 out of 10 care I received on that day. |
| I’m extremely happy with the practise from the receptionist to the nurses and Doctors amazing service |
| If it is possible to cut down the length of the time (weeks) just to see a doctor in person |
| Try to see patients quicker, I know it’s difficult. |
| Never better |
| Nothing |
| Make it easier to see a doctor face to face |
| Change the appointment system |
| Perhaps to be seen more regularly say 6 monthly |
| Call back could be quicker maybe |
| A little more time to discuss the issues |
| To continue in the same way |
| Nothing |
| Results need to be fed back to patients. I will be calling next week to try and arrange a FU, this will likely be a while due to waiting lists. |
| Get pill repuests correct |
| Keep up the good work |
| No |
| More cohesion between GP practice and NHS..I was told by NHS to book a COVID jab with pharmacy as I have an autoimmune disease. The Pharmacy would not give me the jab when I turned up as my having coeliac disease wasn’t on the government list of illness which required a COVID vaccine. Thus time and money wasted. Pharmacy said it had happened to a lot of people. So I haven’t had my ‘promised’ COVID vaccination. |
| Reduce waiting times . |
| Your service is excellent |
| Listen |
| Continue to proactively contact people about their health |
| Make it easier to get a face to face appointments. With a doctor, |
| Make appointment system better |
| No |
| Not for appointments with the nurse on this occasion |
| Cannot think of anything. |
| Offer more face to face appointments |
| Sort out the phone system it is not fit for purpose |
| Happy with the practice |
| Be able to see doctors face to face |
| Nothing |
| Very satisfactory service |
| Make one to one appointments quicker |
| Truly nothing all is good |
| Make it easier to get an appointment or able to book online for non urgent appointments |
| I am quite happy with the service the surgery provides |
| I would like to say a big thank you to all the staff at Heald Green Health Centre, you are all amazing. |
| Trying to get an appointment is hard – 3/4 week wait at times |
| Have a Doctor to hand to be able to ask questions about medication and possible side effects receptionist really good too |
| Streamline morning calls.it costs £10 to wait in the queue.i am usually the 10th in line trying to get an appointment. |
| None |
| None ALL good. Thank you |
| Nothing |
| No, really satisfied thank you |
| You can improve the booking appointments process |
| Nothing |
| Maintain that efficiency |
| Perfect visit |
| Nothing |
| The appointments were running late. Personally, I don’t like to wait in a waiting room with sick people for any longer than necessary. If there was an option to be notified by text when you are being called (after checking in using the screens) so patient s have the option to wait in their car. |
| I was seen 25mins late..with respect I’m always kept waiting.This isn’t a complaint just issuing a truism |
| On this occasion nothing |
| Nothing |
| Am really impressed with the many improvements to the practice; doctors, practice nurses and administration. Appreciate the text reminders |
| Stop 8am ringing for appt |
Patient Survey Feedback for June 2023 via the Friends and Family Survey:
Positive Feedback Sampling:
“Blood taken quite painlessly”
“From booking in, the appointment was on time and the nurse was very professional”
“Made to feel at ease”
“As I feel that heald green Dr’s are very helpful so are the receptionists”
“Appointment was on time, the nurse was attentive and answered my questions and had all my info to hand.”
“On time and and bloods taken easily “
“GPs are always thorough so are other medical staff “
“The Doctor and the Nurse l saw were interested in my symptoms.”
“Always caring and obviously knowledgeable”
“Punctual,very thorough and knowledgable “
“Brilliant and nice Dr.”
“Nurse understanding of my fear of needles”
“Very friendly and efficient service from nurse. Made me feel at ease. “
“I was seen earlier than expected. Nurse was very personable and efficient. “
“Had a blood test done and I didn’t feel anything. Nurse was very careful. “
“Went in early and was seen immediately by a kind and caring nurse”
“Excellent service considering I messed up my appointment, turned up a day late”
“They made it very quick and most importantly I was examined by a doctor rather then a nurse which was quite satisfactory.”
“Listened and provided helpful advice and (prescription)Also very good with 2 young children “
“Good understanding of my health. “
“Dr was very good and listened me with patient and prescribed medicine nicely and tried to help me well”
“I got a appointment next working day with a appointment at the hospital within a week”
“Because the doctor I saw was/is very good at communicating & answering questions. She is very good at listening also & advising me. Which is what I neededat that time. I didn’t feel rushed with my appointment. “
“In severe pain. Fast response. Clear advice.”
“The doctor was so concerned and did my test right there and was very caring “
“Nurse was lovely. Down to earth, friendly and understanding.”
“Made me very comfortable whilst having my smear “
“I didn’t wait long and was greeted cheerfully,All questions were answered .”
“Dr really listened to me”
“Engaged, succinct and reactive”.
“Because of the care,consideration and proffesionalism offered”
Our Review and Response to the Negative Feedback Submitted:
Dear Patients,
We hope this message finds you well. We recently received your feedback from July’s Friends and Family Survey. Out of the 222 responses we got back, 217 were extremely positive and we thank you for that. 5 of the responses highlighted some negative feedback and we would like to address your concerns and provide you with some clarification regarding the issues you raised. We appreciate your feedback as it helps us improve our services and ensure the best possible care for our patients.
- “Unable to see a doctor, given medication without actual study of the affected areas, just a presumption.”
We understand your concern about not being able to see a doctor and receiving medication without a physical examination. Please be assured that our General Practitioners (GPs) strictly adhere to the guidelines provided by the National Institute for Health and Care Excellence (NICE). In certain cases, our GPs are trained to gather symptom history over the phone and prescribe medication based on their professional analysis. However, we acknowledge that this approach may not have seemed suitable to a patient’s perspective.
- “Nurse had nails painted blue, rings with stones on, wristwatch on, and didn’t wash hands properly when removed gloves.”
We have taken your feedback seriously and have addressed this issue when you submitted this last month. There have been no nurses with blue nail varnish, rings etc… since last month.
- “Felt my concerns and pain were not fully taken into account.”
We deeply regret that you felt your concerns and pain were not fully considered during your appointment. As the surveys are anonymous, we are unable to identify the specific details of your visit. However, we have received positive feedback from many patients this month who felt that their concerns were listened to, empathised with, and appropriately addressed. While we strive to provide an empathetic and thorough service, we acknowledge that human factors may occasionally lead to less than perfect experiences. We value your feedback and will continue to work towards improving our services.
- “Not getting an appointment sooner.”
We apologise for any inconvenience caused by the wait time for your appointment. As a healthcare provider, we are limited by the resources allocated to us by the NHS. We understand your frustration and will continue to explore ways to optimise our appointment scheduling process to minimise waiting times.
- “Requested a face-to-face appointment not given.”
We understand your disappointment regarding not receiving a face-to-face appointment. Our allocation of face-to-face appointments versus telephone consultations is based on specific criteria set by the NHS. This approach ensures that we can accommodate the maximum number of appointments for our patient population. We apologize if this decision did not align with your expectations.
Once again, we appreciate your feedback and assure you that we take it seriously. Your experience is important to us, and we are committed to continuously improving our services. If you would like to discuss your concerns further or require any additional information, please do not hesitate to contact our patient services team.
Thank you for your understanding and for being a valued patient at our practice.
Sincerely,
Dr Carmel Morris and Partners
In a few words, can you please tell us why you made that choice?
| He was very pleasant and professional |
| He was very thorough and professional |
| Always polite and professional |
| Nearest to my place |
| As doctors appointments are very rare these days it was a phone consultation |
| Always had good service |
| Doctor was professional and courteous |
| The doctor was great very thorough made sure he understood everything that was wrong with me did his best to help |
| Good attentive doctor |
| All great |
| Dr morris is great in listening to the parents point of view and give clear advice |
| Caring and explained everything. |
| I was given an appointment without a fuss for my baby |
| Great conversation |
| The appointment was on time and the doctor helpful |
| I saw Dr. Ong. He listened to my concerns, was reassuring and very helpful. He answered all my son’s questions and arranged for further treatment. I was on strong medication from November but a doctor did not see me to assess my condition until Dr. Ong ‘phoned me to see him at the end of December, when he arranged scans. I did not see another doctor until the Nurse Practitioner asked for Dr. Ong to phone me for a face to face visit which he did the next day. I am very grateful to them both for their care. Thank you. |
| Professional and very caring. |
| Explained everything |
| Managed to get a telephone appointment same day. |
| I have “active anxiety” and Ethan was very understanding and patient. |
| Very professional and friendly nurse. Made me feel at ease. My appointment was on time which was a bonus.d |
| Quick, on time, pleasant and friendly nurse |
| I seemed to spend an inordinate amount of te talking g to.her back |
| On time, made to feel comfortable and at ease. |
| Because he explained things to me. |
| Excellent at taking bloods never felt a thing. Best experience ever had for my ‘Fear’ of needles. |
| Very friendly nurse. |
| Because every transaction with this surgery is exemplary |
| They wear really friendly and kind. |
| Because the nurse was very kind and reassuring |
| On time, friendly and efficient attention |
| Seen on time. Consultation was well conducted and I was kept informed at all times |
| I had my blood test review and questions which were answered |
| Doctor explained the results of my blood tests clearly and advised next steps. |
| Doctor was precise and very helpful. |
| Built a good raport very quickly. Didn’t feel rushed. Questions very relevant to how I was feeling. Very thorough on topics discussed |
| I was talking to her back mostly. |
| Listened and Explained fully |
| Prompt and professional service received |
| I felt very relaxed, |
| The nurse was caring and explained everything to me. |
| Very quick service and lovely nurse |
| Appointment on time. |
| Early app but was 10 mins late. |
| Answered all my questions and was thorough in the annual review |
| Nurse was very friendly but also very professional. Answered all my questions and put me at ease |
| Medical review, blood pressure and bloods taken |
| Was promised call back by doctor, received this then appointment spot found for next day. |
| Very friendly and good information |
| The doctor was really good |
| Please see remarks below. |
| On time ,very professional |
| Thorough examination of Achilles’ tendon after fall. |
| On time. Friendly nurse. Good appointment. |
| Made me feel at ease from the moment I entered the room |
| Meet all my needs. |
| It was good. |
| As always-a first class service |
| Great service |
| Was told 3 min delay but was 20min |
| Being sent a how to card on pain I’ve experienced for over 4 months no interest what do ever |
| Nurse was very encouraging in my daily struggles to become a little more mobile. Told me how well I had done losing weight. |
| Friendly, caring nurse. Appointment on time. |
| Pleasant lady |
| Text to confirm appointment. |
| Very pleasant nurse!! |
| Knew what was required |
| Good responded |
| Nurse was good |
| Blood taken well |
| Very pleasant nurse and on time appointment |
| The nurse was lovely |
| The Nurse was very welcoming |
| Appointment on time, listened to and informed of what was going to be done |
| The nurse was very good |
| Provided advice about my overall health |
| The nurse was very pleasant and made my experience a good one |
| She was very nice |
| Appointment on time. |
| The nurse was kind towards me |
| He was very understanding and is seeing me next week |
| I’m came in regarding my mental health and was told to go online and find a counsellor. |
| The staff were excellent |
| Excellent advice |
| Very very good & caring service |
| Totally professional, skilled. Confidence boosting person. |
| Everthing was explained in a friendly yet professional manner…whether with Dr C De Souza (13/06/23) or Nurse Claire Dungey (19/06/23).. not sure as to which visit this text applues to. |
| Efficient convenient |
| Need to understand my illness |
| Very prompt professional engaging |
| The nurse I saw was absolutely great.the nurse |
| The nurse was very professional |
| Nurse Clare so careful to checked my history and giving me the best tests and followed |
| ethn was very kind and helpful |
| The male nurse was so very helpful and smiley, I would most definitely see him again! |
| I was seen almost immediately upon arriving at the surgery |
| Nurse was very knowledgeable and I was well looked after |
| Have been treated nice with care |
| The nurse I saw for my health review was lovely. Very kind, patient and offered helpful advice |
| The nurse was on time and very helpful and kind |
| Precise and to the point very efficient |
| Seen immediately after consultant call by GP |
| Very informative |
| Always caring and reassuring and listening to my concerns |
| The care I receive at the health centre is excellent |
| Nurse who took bloods very friendly and understanding of my fear of needles |
| Saw Dr De Souza and was prescribed anti histamines and a steroid creamThe items helped but at the time of filling in this questionnaire problem still ongoing |
| Very efficient |
| Punctuality |
| The doctor was understanding and good listener |
| Very understanding and helpful |
| Pleasant and efficient |
| Telephone consultation. Quick and easy |
| He was very helpful and I felt he understood my concerns |
| I was seen promptly and the treatment decided on has been helpful |
| On time and efficient check up. |
| Dr know me medicine |
| Because I needed to see a dr |
| Have a fear of needles(bloods) but was best experience i have had.Never felt a thing and nurse was very considerate and reassuring. |
| Had the morning off work as phone appointment was 7.30 – 8.00am |
| Punctual. Professional, listened, took blood easily |
| Appointment made for examination of recent operation wound |
| Dr de Souza always caring and helpful. |
| Dr was quite blaze about my problem |
| Because of good careing. |
| / |
| Shortness of breath and heavy feeling in chesr |
| Good follow up following swab results |
| Dr Slade is doing her very best to help me with my symptoms, I find her very easy to talk to..she is trying everything to help with my medical issues.. |
| Problems addressed satisfactory. |
| Was seen promptly and the GP was excellent |
| Clear discussion and explanation |
| Nothing to complain about. Excellent service |
| Doctor advice me in few things. |
| Dr Anjem is lovely |
| Dr David was amazing as usual |
| Ethan took time to ask relevant questions and investigate |
| Very professional and knowledgeable |
| Seen within short time |
| man nurse was very enthusiastic and kind to my mother |
| Ethan was excellent, knew what blood tests to do unlike some nurses where I have had to come back a second time. I’d see Ethan again as he is thorough and straight to the point. |
| Good caring |
| She knew my problem |
| Professional & friendly. Appointment on time |
| It would have been very good but for the long wait ffor wait for my Ultrasound! My appointment was for 2.30pm Wed having starved for 6 hrs as requested but I was not called in until 3 pm.The staff were kind and helpful once the test Commenced it was the was the waiting after following the instructions To the letter that I was not informed of the long delay Iwas feeling quite a faint by the time I agent in.Mysecond appointment. Was the opposite for my blood test onThursday 22 was the opposite in and out in 10 minutes |
| The appointment was on time. The nurse was very friendly and explained everything clearly. |
| Dr slade was very good |
| The doctor was brilliant and sorted my problem, he gave me great advice. |
| The doctor I saw really listened to me and explained evey think |
| Confident |
| Follow up. Explained problem clearly and where to look up so understand completely, medicibe prescribed , v happy w outcome |
| Knowledgeable, emphatic, explains steps and reason. |
| I needed to speak to a doctor |
| I didn’t telephone consultation |
| Is good for me |
| Seen to on time a good examination |
| She listen to my concern and took action |
| She quickly got to the root of the problem very professionally and efficiently |
| Face to face appointment |
| Very efficient and professional nurse |
| I had an insect bite and needed penicillin but could only get a telephone appointment |
| Need advice from doctor |
| Everything was explained. The conversation was professional and clear to understand |
| Given good advise |
| The nurse was very nice and expert. |
| Satisfied with outcome at Podiatry. |
| She was very professional |
| Efficient and caring |
| I cancelled the appt |
| Got a face to face appointment |
| Really put me at ease and talked things through with me |
| Caring,thorough knowledgeable |
| Very helpful |
| Very professional and is always friendly and knows exactly what to say in relation to the particular health problem you have. |
| Found the service to be excellent |
| Sandra Penning |
| Professional but friendly |
| Telephone consultation sufficed. |
| Clare was lovely ‘ listened to my concero |
| The health check runs along very narrow tramlines with no real room for asking how a person is generally. When I said that a menopause specialist had suggested I got my testosterone levels checked, she just said you’ll have to see a Dr about that. If you rarely see a doc the health check could be an important early warning system but it was very much right weight, blood pressure, bloods. Maybe that’s all it is supposed to be and I was expecting too much |
| Didn’t have to wait to long |
| Caring ease of taking my blood sample |
| She was very good in approach She know about the subject very welll |
| Was contacted promptly after previous error with appointment. |
| Did not wait for to long |
| Seen on time and felt listened to. |
| Service from the GP was good. Appointment booking process is unbelievably bad and restrictive. |
| Appointment on time, sister very pleasant and professional. Quick and easy |
| Very clear explanations |
| On time, very chatty and polite lady |
| Seen on time. Quick visit. Everything explained well. |
| Extremely empathetic, understanding, kind, makes the patient relaxed. |
| On time appointment, everything explained efficiently |
| Had a blood test – didn’t feel a thing! |
| Excellent service |
| Blood taken quite painlessly |
| From booking in, the appointment was on time and the nurse was very professional |
| Made to feel at ease |
| As I feel that heald green Dr’s are very helpful so are the receptionists |
| Appointment was on time, the nurse was attentive and answered my questions and had all my info to hand. |
| On time and and bloods taken easily |
| Nurse had nails painted blue, rings with stones on, wristwatch on and didn’t wash hands properly when removed gloves, remove |
| Excellent service |
| GPs are always thorough so are other medical staff |
| I was late and the nurse still saw me I was very hrayeful |
Summary of the personal mentions:
“Dr Morris is great in listening to the parent’s point of view and give clear advice”
“ethan was very kind and helpful”
“Dr de Souza always caring and helpful.”
“Nurse Clare so careful to checked my history and giving me the best tests and followed.”
“Dr Slade is doing her very best to help me with my symptoms, I find her very easy to talk to..she is trying everything to help with my medical issues..”
“Dr Anjem is lovely.”
“Dr David was amazing as usual.”
“I saw Dr. Ong. He listened to my concerns, was reassuring and very helpful. He answered all my son’s questions and arranged for further treatment. I was on strong medication from November, but a doctor did not see me to assess my condition until Dr. Ong ‘phoned me to see him at the end of December, when he arranged scans. I did not see another doctor until the Nurse Practitioner asked for Dr. Ong to phone me for a face to face visit which he did the next day. I am very grateful to them both for their care.”
“Dr Slade was very good.”
“The doctor was brilliant and sorted my problem, he gave me great advice.”
“Clare was lovely ‘ listened to my concerns.”
“As I feel that heald green Dr’s are very helpful so are the receptionists.”
“I have “active anxiety” and Ethan was very understanding and patient.”
“Everthing was explained in a friendly yet professional manner…whether with Dr C De Souza (13/06/23) or Nurse Claire Dungey (19/06/23).”
“Ethan took time to ask relevant questions and investigate.”
“Ethan was excellent, knew what blood tests to do unlike some nurses where I have had to come back a second time. I’d see Ethan again as he is thorough and straight to the point.”
A sampling of June’s feedback:
“The doctor was great very thorough made sure he understood everything that was wrong with me did his best to help”
“Very professional and friendly nurse. Made me feel at ease. My appointment was on time which was a bonus.”
“Excellent at taking bloods never felt a thing. Best experience ever had for my ‘Fear’ of needles.”
“Because every transaction with this surgery is exemplary.”
“Built a good rapport very quickly. Didn’t feel rushed. Questions very relevant to how I was feeling. Very thorough on topics discussed.”
“The staff were excellent “
“The male nurse was so very helpful and smiley, I would most definitely see him again!”
“I was seen almost immediately upon arriving at the surgery”
“Nurse was very knowledgeable, and I was well looked after”
“The nurse I saw for my health review was lovely. Very kind, patient and offered helpful advice”
“Precise and to the point very efficient.”
“Always caring and reassuring and listening to my concerns.”
“The care I receive at the health centre is excellent.”
“Nurse who took bloods very friendly and understanding of my fear of needles.”
“The doctor was understanding and good listener.”
“Have a fear of needles(bloods) but was best experience I have had. Never felt a thing and nurse was very considerate and reassuring.”
“Man nurse was very enthusiastic and kind to my mother.”
“Knowledgeable, emphatic, explains steps and reason.”
“The nurse was very nice and expert.”
“Very professional and is always friendly and knows exactly what to say in relation to the particular health problem you have.”
“GPs are always thorough so are other medical staff”
Our Review and Response to Negative Feedback from June 2023:
“During my appointment, the nurse had nails painted blue, rings with stones on, a wristwatch on, and didn’t wash hands properly when removing gloves. Please address this issue and ensure adherence to infection control guidance regarding bare below the elbows and proper handwashing.”
We appreciate your feedback regarding the nurse’s appearance and handwashing practices during the appointment. Infection prevention and control reminders, including guidelines on jewelry, painted nails, and handwashing techniques, were provided during one of our July Practice meetings and further discussed via email with the nurses. We take this matter seriously and will reinforce the importance of adhering to infection control protocols to ensure the highest standards of patient safety.
“Must have more face-to-face appointments.”
We have implemented changes to our afternoon appointments starting in July. All afternoon appointments will now be made available as either face-to-face or telephone consultations, depending on the patient’s preference. We believe that this change will enhance the number of face-to-face appointments our patients can access, improving their overall experience and care.
“The appointment booking process is unbelievably bad and restrictive. Please review the appointment booking process to allow online booking for routine appointments, reducing the need for patients to call early and pretend it’s an emergency to be seen.”
As part of our ongoing Capacity and Access work in the 23-24 NHSE Contract, we are actively working on making more appointments available for online booking. Additionally, we are conducting a comprehensive audit of our appointment book to identify areas for improvement. Our aim is to enhance the appointment booking process and ensure that all patients can access routine appointments conveniently and efficiently. We appreciate your patience and understanding as we work towards implementing these changes.
“The health check focuses solely on specific parameters, leaving no room for discussing a person’s overall well-being. When I mentioned that a menopause specialist suggested getting my testosterone levels checked, I was simply told to see a doctor. The health check could serve as an important early warning system, especially for patients who rarely see a doctor. Consider developing a health check that takes into account a patient’s individual concerns.”
We acknowledge your feedback regarding the current structure of our health check. While the health check primarily focuses on specific parameters such as weight, blood pressure, and blood tests, we understand the importance of addressing a patient’s individual concerns. We will review our health check process to ensure that it encompasses a more comprehensive assessment, allowing patients to discuss their specific needs and concerns. Your input is valuable to us, and we appreciate your suggestion for improvement.
“Seeing patients in person allows for a more thorough assessment. During my appointment, the doctor seemed dismissive of my problem.”
We have implemented changes to our afternoon appointments starting in July, offering both face-to-face and telephone consultations based on patient preference. This change aims to increase the number of face-to-face appointments available, allowing for a more comprehensive assessment. We apologize if you felt that your concerns were not adequately addressed during your previous appointment and assure you that we are committed to providing attentive and compassionate care to all our patients.
“Nothing went well during my appointment. I had to call to inquire about the status, and all appointments were already booked when I called three mornings in a row at 8:00 am.”
We are currently conducting an intensive audit of our appointment booking systems in collaboration with the ICB as part of our Capacity and Access work. Our goal is to increase the availability of appointments for our patients. Additionally, we are exploring the implementation of an online triage system to accommodate more patients. We hope that these efforts will result in improved appointment availability and a smoother booking process for all our patients. Thank you for your understanding and patience.
“I came in regarding my mental health and was told to find a counselor online. Please improve your skills in dealing with mental health issues.”
While we understand your frustration, we must adhere to the protocols set by NHS England regarding mental health services. In order to maximize the availability of GP appointments for our patients, we are required to signpost individuals to clinicians who specialize in mental health and can provide more specialised assistance. We follow the pathway mandated by NHS England, and while we acknowledge that it may not be ideal, our options are limited in this regard. We appreciate your understanding and will continue to explore ways to enhance our support for mental health concerns.
“I received a card on how to manage pain that I have been experiencing for over four months, but there was no interest shown in addressing my specific issue. I was advised to exercise and move my joints, which I found to be inadequate. Patients experiencing severe pain should be seen by a doctor instead of being told there are no appointments available.”
We apologize for any dissatisfaction you experienced during your appointment. We are currently conducting an intense audit of our appointment booking systems as part of our Capacity and Access work. Our aim is to increase the availability of appointments for patients experiencing severe pain. Additionally, we are exploring the implementation of an online triage system to better accommodate our patients’ needs. We hope that these efforts will result in improved access to appropriate care for individuals with severe pain. Thank you for your feedback.
“I went for a blood test after facing difficulties with the receptionist. It would be helpful if certain reception staff understood that they are not doctors, and patients may not feel comfortable sharing personal medical issues with them while waiting to see a doctor.”
Our receptionists have been instructed by the doctors to ask specific questions to patients over the phone. This is in line with NHS England’s requirement to signpost patients to the most appropriate service, thereby maximising the availability of GP appointments. One of the primary roles of our receptionists is to provide this signposting service, following the protocols set out by the GPs and NHS England. We appreciate your understanding and will continue to ensure that our receptionists handle patient interactions with sensitivity and professionalism.
“I felt that I mostly talked to the nurse’s back during my appointment. The subjects I tried to discuss were dismissed, and an acknowledgment of my concerns would have been helpful.”
We apologize for any frustration you experienced during your appointment. We strive to provide attentive and compassionate care to all our patients. We will address this issue with our staff to ensure that patients receive the attention and support they require during their appointments. Your feedback is valuable to us, and we appreciate your input in helping us improve our services.
“Pharmacist: As doctor’s appointments are scarce nowadays, my consultation was conducted over the phone. Please consider offering face-to-face appointments.”
While we do offer some face-to-face appointments with our pharmacist, certain appointments may be deemed suitable for a phone consultation based on specific criteria. We appreciate your suggestion and will review our appointment options to ensure that patients receive the most appropriate form of consultation. Thank you for your feedback.
Patient Survey Feedback for May 2023 via the Friends and Family Survey:
In just a few words, please could you tell us why you made that choice?
| They were very helpful |
| 6monthly blood test just routine |
| Some appointments are very rushed and the medical staff treats you like conveyer built item. The nurse this morning was not rushed and talked through everything needed. |
| Fully check up done and not rushed at all |
| Albeit this was a phone call appointment the treatment help me through my illness |
| Prompt response |
| Had to wait a little to be called but not to long |
| Face to face consultation |
| Dr de Sousa gave me a thorough exam and prescribed cream that worked. He also said I should see him again in two was. |
| The level of care and understanding was very good |
| Always incredibly helpful |
| saw Dr same morning I phoned |
| Too the point and professional |
| The doctor was very understanding and helpful. |
| The nurse remained professional throughout the call and answered the situation and answered all my questions. |
| I’ve got my appointment within 24 hours. |
| Dr Wilson was professional and really informative and set my mind at rest starting hrt |
| Nurse Clair was thorough, patient and informative |
| Doctor was very good once I got to see him |
| Unfortunately I had to wait 30 minutes in an extremely warm waiting room. |
| The staff were i pleasant efficient |
| They were exerlant |
| Very professional and understanding |
| Good info |
| Ive been there for years |
| I received an excellent service |
| Dr de souza was very caring and listened to everything I had to say. |
| I made that choice as I was pleased to get a face to face consultation |
| It was most appropriate |
| My problem was dealt with very well |
| very helpful and caring |
| Wait to long to see dr and speak on phone before you see dr |
| The doctor (Dr Slade) was understanding of my problem |
| Because she was very understanding and efficient |
| It occurred on the day we spread my late wife’s ashes and we were at the Ashley pub Cheadle for a meal so I was coping with a noisy environment, but it went well. |
| Excellent and efficient service. |
| I spoke with the receptionist, explained why I was calling,she said she would consult with GP and call me back later. She called me back as promised and explained what the GP had said. |
| Very helpful and understanding |
| The doctor helped me with everything I needed |
| Reassuring and advices. Also gave medication. |
| Very welcome and put you at ease |
| I called the practice at 8am and had a phone call with the GP by 10am. I was just a little concerned that my appointment was not urgent, but no routine appointments |
| The doctor was very attentive, and clear with everything 👍 |
| Not a great experience on the whole |
| Doctor was very good and very helpful he listened patiently and prescribed required medicine thanks |
| I have. Been with this health center for 35 years and they have always very caring and helpful |
| The doctor listened and prescribed what he believed was appropriate |
| Honest and dialogue with the gp |
| He wasnt very helpful |
| Didn’t feel rushed, felt like the Dr actually cared. |
| He took a look at me and decided to call the ambulance, I was in Hosp for 9 days recovering. |
| Quick service |
| Very understanding |
| Dr took my concerns seriously & made referrals for scans |
| Answered all my questions and left me with no doubts |
| Good visit |
| I was listened to and treated with respect by reception staff and the GP. |
| listened and acknowledged me, two way communication |
| I felt very calm and relaxed, even when my blood was taken, and blood pressure reading, this is very usual for me. |
| Easy Choice to make looked after so well was given the time and care that was required |
| Didn’t feel rushed in any way, painless blood samples taken |
| On time appointment very polite and informative |
| Could not take blood |
| Everything was explained… and was willing to check some issues that were causing concern. |
| Good blood test |
| Appointment On time |
| On time and a very pleasentyoung man gave me my COVID jabbot a lot |
| Professional, knowledgeable, personable |
| Polite but just a jab |
| I had my covid vaccine from Ethan, nurse. |
| The nurse I saw for my covid vaccination was friendly and efficient. |
| Dr was lovely didn’t rush and spoke directly to katie |
| I wanted a referral. |
| I I would not describe my consultation a satisfactory in any way the person I spoke to had absolutely no knowledge of my medical records and seemed very confused about what he was doing I would prefer not to have a consultation with this particular doctor again |
| Quick, prompt response |
| Listened examined and found a solution |
| Dr listened carefully and understood what I was saying |
| My consultation with Dr Morris is the best one I have had. I have been physically disabled for many years and the doctor was in medical harmany and understanding of my problems. At last I have felt understood. Many thanks. Gail Godfrey. |
| I didn’t actually see the Doctor, it was a telephone consultation after I spoke to the receptionist, and followed up with sending images of the affected area. It eliminates to concept of doctor / patient confidentiality. |
| Prompt and very polite |
| The doctor rang me up he was very good |
| Had Problem 4 Days,, Dr. prescribed as necessary. thank you |
| Was seen promptly, GP was very helpful |
| Dr Outar was brilliant |
| Dr acknowledged what I had prescribed me what I needed and also answered another health question I had |
| Dealt with my medical problem very well |
| I actually got through quicker than I thought and I was number 22 at 1 min past 8 |
| GP was helpful, listened, took time to understand and investigate and gave impeccable service. |
| Cleared up the problem |
| Dr |
| The doctor (sorry dont know which one) was very helpful |
| listened, asked questions and advised based on answers |
| Doctor referred to get scans done ASAP. listened and advised. |
| All good,very professional.. |
| I saw Dr Slade, who was very thorough and caring, I think you should be able to speak to a doctor you know for continuity |
| Quick and easy appointment making and follow ip |
| Very attentive to my concerns as he always is |
| All staff very helpful, only went for Covid booster ,very efficient and seen in record time. |
| No waiting. Seen on time. |
| Didn’t have to wait |
| A bogus email changing my appointment soon sorted over the phone. |
| It’s deserved |
| I was sent a n invitation to have a booster for COVID |
| You can’t see a doctor.im paying to there salary and can’t get appointment. Telephone consultation is usless. How can you take bloods over the phone |
| Seen on time |
| Seen on time |
| Helpfulness of nurse seen. |
| She was very patient and clear |
| Professional and very pleasant person. |
| Covid jab Mr and Mrs very polite |
| I had bloods taken but next week coming back for BP etc why not together |
| Everything went smoothly, even if a bit later than scheduled. |
| Rang thurs begged for Appointment got following Tuesday, told doctor list of probs, given appt thurs which got cancelled made while had week off & alternative given when back at work. |
| On time appointment. |
| I was asked to attend a health check |
| Rachel the nurse we met is very professional and she explains every details to me |
| On time no queuing |
| Early appointment made available at another local centre |
| Ethan is lovely, very approachable |
| Attended for Covid vaccine |
| Professional friendly helpful Appointment on time |
| He is very nice |
| On time. Detailed examination and good advice |
| I think I confused him as I was confused myself. |
| Was very good and informative |
| Always available to help and goes out of the way |
| I was so comfortable to talk with |
| The nurse was very pleasant and professional. |
| On time and efficient |
| Nurse Claire put me at ease. |
| Self explanatory |
| Nurse was very nice, and didn’t seem to be in a rush to get me out |
| A really pleasant and professional nurse, who was a pleasure to see. Thank you. |
| Covered all aspects of my current health and medications, |
| Very professional |
| I had my Covid jab at 2.40pm then blood test at 3pm. It saved me coming down twice |
| Called very quickly to see nurse |
| Because I could park and the appointment was on time time no fuss |
| I have beg for a moisturiser cream because nurse was not authorised to issue while she gave a sample. Health. checker should have authority to issue if needed. |
| Very punctual Very humble Explain all though I am doctor |
| On time polite and informative. |
| Very professional |
| Good experience |
| Very nice guy took his time to do my blood pressure and very gentle doing my bloods. |
| I always get the best treatment from the surgery. |
| Caring concerned friendly professional. |
| I got a call back very quickly from the practice. |
| Very efficient |
| Phoned back when they said |
| My daughter was unwell the doctor saw her after having a telephone consultation. The service I received was very fast and excellent |
| A very busy and helpful practice |
| Dr Dave was extremely thorough & very helpful, very professional. |
| Been waiting in a lot of pain in my abdomen for many weeks, at the beginning a few tests have been made but I am still in a lot of pain and I have been made to wait another month and 10 days for an endoscopy procedure. This is after I have already been referred om 3rd of April. I am supposed to be on emergency list for endoscopy, however, 26th of June is not my idea of urgent when I have already been waiting in a lot of pain for so many weeks. Called the clinic to tell them how I feel about this and how I could not possibly wait in this pain for another month and 10 days, and the receptionist reassured me saying she will message the doctor and then get back to me. She never got back to me and this is not the forst time I am told I will be contacted back and it never happens. Nobody should be left in this kind of pain for so long. I feel that I am not being taken seriously by my clinic, i know people that only had to wait a couple of weeks for an endoscopy appointmet and they weren’t anywhere near in the kind of pain that I am experiencing. |
| it was quite informative. To see |
| Very professional but also approachable. Very informative and made me feel at ease |
| Efficient way I was dealt with |
| Claire was very kind and efficient |
| Professional informative and friendly |
| Booster jab |
| the nurse was so welcoming explained everything she was going to do and made me feel very at ease |
| It was a relaxed atmosphere and Ethan was very pleasant |
| At least I have seen the doctor. |
| Nurse was knowledgeable attentive understanding |
| Came out to me as I am virtually housebound and i couldnt walk without help |
| I didn’t have to time to answer the call in time that rang 3 times and then they didn’t ring back |
| Pleasant person tried to set me at ease. |
| The staff was very helpful |
| Very professional. Got Dr to look at infected arm even though i had only gone for blood pressure and blood tests |
| It was done quickly and Ethan is very good |
| Because Ethan was very helpful and professional |
| Friendly, on time |
| When I interact with the Dr’s it’s fine. They listen to me and are helpful. The only issue I have is getting an actual appointment is a night mare |
| Easy to make appointment and I wasn’t kept waiting. |
| Appointment was made by HG Health to be held at Gatley Health |
| The gp did not know why he was calling me, even though it was the practice that actually requested the call. |
| Appointment. On time and nurse efficient |
| No much hell waiting for an urgent physio apt |
| I was booked in to see the nurse at Gatley clinic on a Saturday, which fitted in well with me working in the week |
| Every thing went to pla Very efficiently |
| I got a hospital visit |
| Attentive, well informed, clear answers |
| No waiting |
| Because we need |
| Appointment on time. Staff friendly and courteous. All processes explained and all questioned answered. Very professional. |
| I’m the. Physios skill |
| I felt that the nurse really listened to me and took notice of what my son and I were telling her about my health issues. She was very kind and helpful and went straight away to make a note for the doctor who had seen me originally to assess my bad back to phone me to make an appointment to see him again in person. |
| Friendly and efficient |
| Nurse was welcoming and explained procedures |
| Got there 3 minutes before appointment time. Seen within two minutes, and out within 5. |
| Prompt attention excellent professional service |
| I was out at ease straight away , and told k would be referred to the appropriate Place |
| Efficient |
| Because of good cearing |
| Quick comms |
| I wanted to get checked by a doctor, due to a medical issue. |
| Our GP Surgery is one of the best, have always found it to me accommodating, through and seamless |
| I needed a prescription sorting out |
| Fealt the nurse listened to me a d and was also kind and put me at ease. |
| Phone call answered politely by receptionist and followed up quickly by a call from GP |
| I was satisfied with the conversation |
| Very helpful |
| DR Slade was compassionate and very understanding |
| Seen me at short notice |
| Doctor listened to my problem |
| He rang to check how things were going no scheduled so very happy with the follow up |
| The GP took time to answer all my questions |
| Listened to me |
| Questions asked were what I expected. Basically the same as previous medication reviews. |
| Just got a phone call after going to chemist . He gave me a letter to say l needed to be seen today after the receptionist refused to give me an appointment |
| The offer of a face to face appt. following a telephone conversation |
| A good telephone consultation |
| The doctor was friendly, helpful and understanding |
| Very polite response in reception |
| Listen and answered any questions I asked. |
| I asked for help about 08.30 & in less than 1 hour was dealt with by doctor. |
| Very nice person |
| Professional care and attention. |
| Dr listened and sorted out my problem |
| Answered all my questions and reassured me |
| I was told I am not eligible |
| I was returned first because I was told I wasn’t eligible then received a call to comeback as I was discovered to be eligible |
| I felt I was in good hands and the nurse was lovely |
| I have a problem with accents so I had to ask my friend to tell me what he said. When translated he was good, but I battle with over the phone accents. |
| Very efficient and thorough |
| Nurse took bloods very light hand |
| Telephone consultation was all that was necessary. It was prompt and efficient. |
| I turned up and you were shut. |
| Appointment on time and the nurse was caring |
| Apots were running 20 mins late |
| Clear answers |
| Telephone appt. call was on time with information promised. |
| Very helpful Dr |
| The nurse was brilliant and put me at ease |
| Hardly any eye contact.most of meeting inputing the computer.smiled on arrival |
| Professional, Friendly, highly informative, caring. |
| Dr was very thorough with me,as I have a ongoing chest problem |
| Everything was great, well organised and on time. |
| I spent most of it talking to her back.while she was on.thecomputer. |
| Very professional |
| He was very pleasant and professional |
| He was very thorough and professional |
| Always polite and professional |
| Nearest to my place |
| As doctors appointments are very rare these days it was a phone consultation |
| Always had good service |
| Doctor was professional and courteous |
| The doctor was great very thorough made sure he understood everything that was wrong with me did his best to help |
| Good attentive doctor |
| All great |
| Dr morris is great in listening to the parents point of view and give clear advice |
| Caring and explained everything. |
| I was given an appointment without a fuss for my baby |
| Great Conversation |
| Some Highlights From All This Feedback Were:
‘Explain everything clear in my language and i understood what doctors are doing for my treatment’
“Excellent and efficient service.” “I spoke with the receptionist, explained why I was calling,she said she would consult with GP and call me back later. She called me back as promised and explained what the GP had said. The receptionist called back when she said she would so I wasn’t left waiting around.”
“Dr took my concerns seriously & made referrals for scans”
“I was listened to and treated with respect by reception staff and the GP.”
“Easy Choice to make looked after so well was given the time and care that was required”
“Dr was lovely didn’t rush and spoke directly to katie”
“GP was helpful, listened, took time to understand and investigate and gave impeccable service.”
“Very punctual Very humble Explain all though I am doctor” “I felt that the nurse really listened to me and took notice of what my son and I were telling her about my health issues. She was very kind and helpful and went straight away to make a note for the doctor who had seen me originally to assess my bad back to phone me to make an appointment to see him again in person.”
Please Take Note of Our Review Of the Negative Feedback: We value all feedback from our patients and take it seriously. Below are some of the negative comments we have received and our responses to them.
– We understand the importance of face-to-face appointments and would like to clarify that we do not offer online consultations. We prioritize face-to-face appointments and only conduct phone consultations when necessary.
– We are required to triage all calls to ensure that they are appropriate uses of GP time. This helps us free up more GP time for more serious cases. We apologize for any inconvenience caused.
– We have passed this feedback onto the Pharmacist’s manager at the Pharmacy Hub, Mehmoona.
– Unfortunately, these comments were submitted anonymously, so we cannot investigate who saw this patient.
– We apologize for any confusion caused. We will review our processes to ensure that we are maintaining patient confidentiality.
– We would never book someone for bloods into a telephone consultation appointment.
– We apologize for any inconvenience caused. We will review our processes to ensure that we are prioritizing urgent cases.
– We apologize for any inconvenience caused. We will ensure that when calling patients for a telephone consultation, we let it ring out for at least a minute.
– We apologize for any confusion caused. We will review our processes to ensure that our GPs are fully informed before making calls to patients.
– We apologize for any inconvenience caused. We will review our processes to ensure that urgent physio appointments are prioritized. We are liaising with the Physiotherapist’s manager to ensure that they are onsite at least 50% more time than they are currently.
– We apologize for any confusion caused. We will review our processes to ensure that our receptionists are fully informed and able to book appointments appropriately. There are some bugs to work out in the process of referring patients to the Pharmacy and this has been raised in our PCN meeting and to the wider teams in order to make things smoother in the future.
– We appreciate all feedback and would like to clarify that we prioritize giving enough time to each patient during appointments. We have received dozens of positive comments from patients who have appreciated the time we have given them.
– We apologize for any confusion caused. We are aware of some anomalies with the Ardens searches for the COVID jabs and are working with Ardens to clean up their searches to prevent this from happening again.
– We apologize for any inconvenience caused. This was a bank holiday, and all GPs were closed.
– We appreciate all feedback and would like to remind our GPs to connect with patients during appointments while also making good use of technology. We understand that some demographics may be more sensitive to this than others
|
