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.
