Patient Feedback

This page contains a brief summary of some of the common feedback we have received from patients and the steps the Practice try and address these issues.

With the onset of COVID-19, all GP Practices across England were forced to change the way they worked in a short space of time. We understand that the switch to telephone consultations and changes to our services may have been inconvenient for some patients, but we are constantly reviewing the changes we can make whilst remaining safe and secure for all patients and staff.

Comment:

Patients said that phone lines were often busy when ringing at 8:15am to book an appointment. A queuing system was commonly requested.

What We Did:

  • Invested in a new telephone system that incorporates a queuing system to inform patients how many patients are also calling the Practice ahead of them.
  • Moved back to open online booking for all GP appointments when safe to do so.
  • Changed the release time for advanced booking appointments to the afternoon so spread calls across the day.
  • Continued running of dedicated prescription line to ensure long prescription orders do not block available lines.

Comment:

Patients said that they were unable to book an appointment outside their normal working hours.Feedbakc

What We Did:

  • Adjustment of advanced booking appointments to times outside of standard working hours (i.e before 9am and after 4pm).
  • Extended hours sessions now take place on a rotad basis on Tuesdays, Wednesdays, Thursdays and Saturdays
  • Nurse appointments now available before 8am on a Tuesday 

Comment:

Patients said that they were unable to get to see/speak to a GP to re-authorise long-term medication.

What We Did:

  • Patients can now be referred to our Clinical Pharmacist for a full medication reviews
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