The practice survey was performed in October 2013. This was largely on paper during flu clinics but the survey was also available on line. There were a total of 392 responses.
The Surgery
This series of questions was based on a scale of 1 (Don't agree) to 5 (Completely agree)
We then asked a couple of questions about the reception area where patients are waiting.
We have recently put a radio in reception to try to reduce the effect of being overheard at reception. Whilst much of discussion in practice has been around which radio station to tune it to we were keen to find out if people thought that it was effective.
Communications
In addition to face to face contact at reception and the telephone we can now be contacted by email and have introduced an automatic SMS (text message) service for appointment reminders and cancellation in the past year. The text message system also allows us to send targeted messages about flu vaccinations or other reminders.
General Comments
We also asked for any comments, both positive and negative, that people had about the practice.
Are there any thing you particular like about the practice?
Everyone is quite friendly
Would like to be able to make appointment for same day
All staff very pleasant
Its OK
Alway friendly staff
No
Not realy
All doctors speak good English
Fine
Very friendly
No
Good doctors.
The practice is walking distance from my home.
Convenient
Friendly helpful staff
Central Position
Ease of access
Friendly staff
Receptionists alway helpful and try to accomodate with appt times.
Pre booking not available so have to use emergencies app.
Everything is OK
No
Air con
Satisfied
Staff very good help if they can
Service, a few ppl in reception area
Very polite and friendly
Generally friendly and helpful
The doctors and staff are very kind and helpful with my needs
The doctors I see, Especially Dr x look after my needs very well. Reception requirements are dealt with quite promptly.
When you can get in the Drs are very good
No
Early morning appointments are good
Yes
Can see who I want when I want (lunch breaks/after work) -Pharmacist helpful and knowledgeable. Flu clinics very well run. all staff seem to deal well with all cultures and entitlement to benefits
Reception are very efficient
Staff with a wide range of specialized skills and knowledge
General helpfulness
I don't have any complaints except those listed below
All are very helpfull
Illegible
I have had ongoing health problem for some years. I have found the practice. I have found the practice very understanding.
No. I find it is generally good all round.
Friendly & helpful
Staff and doctors very polite
Available appointment
N/O
Usually greeted with a smile by reception staff
I like the fact that I can mainly see one GP
No
Staff helpfull
The service. All the staff
Easy to get to
General helpfulness
Doctors are good, staff friendly
They are all friendly and try to help you.
The staff are polite they have a difficult job to do. Because people can be very rude.
Reception staff know patients
No
No
SOME GPs are easy to talk to
Timed appointments system (see below)
Close to home address"
None
i like that there is two women doctors on, so if i need i can see them.
Are there any areas where you thing we could improve
Not really
Housecalls when necessary
No
Receptionist last time I call was quick to end the call but I still had a couple of questions - had to call again. I appreciate they were very busy as I as ask to hold too before they could talk to me. Also was told that if providing a sample it need to be provided by a certain time on Friday or taken to the hospital.
No
Not realy
Waiting time for appointment
No
Waiting too long for an appointment
No
He have to wait quite a while
Make more easier appointments
Specific doctors more readily available for appointments.
If I have to make an urgent appointment with my GP it take at least 2 weeks so I have to see a differnt doctor each time.
Appointments should be book able online and it should be easer to book in advance, not have to call two weeks prior for a specific day especially if tole to come back in two weeks and cannot book at the time.
More varied flu jab hours
Before 8.00 appts for nurses as I wor and its difficult if a need a blood test or diabetes chick. This would be nice but not a necessity.
Maybe increase the image
Waiting time. If more than five minute late you have to rebook but if you arrive on time you are kept waiting ot see the doctor.
To get appointments that are not two weeks wait
No
Satisfied
Sometimes some doctors make feel there in a rush to see me.
I think we need a bigger surgery
Receptionist could be a bit happier. A smile goes a long way.
Be more polite to the patients and don\'t treat them like dirt especially reception staff
Not really
Not really. You all do your best. Lots of people are ill. Sometimes just to speak to a nurse saves lots of time.
No
Car parking for patients plus better seating
Read all above!
Follow up to blood test results could be much improved when phoning in.
For last Indian (Goan) population to helpful to recruit a member of staff from same culture. More train of staff on entitlements to benefits. When I come seem to be lost of questions regarding this when patients first language is not English. Takes a lot of time.
To get appointments quicker
To be able to book appointments during lunch time, reception is closed so I\'ve been unable to book an appointment in the past.
Quite satisfied
Not having to wait so long to obtain an appointment with doctor of my choice.
None
No, not at the moment!!
N/O
No
Improve flexibility on emergency appointments.
I never seem