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Results Summary
1. Personal Information
1. Please provide your gender:
Response Response
Percent
Total
1
Male
35.88%
188
2
Female
64.12%
336
answered
524
skipped
12
Analysis Mean:
1.641 Std. Deviation: 0.48
Variance: 0.23
Std. Error:
Satisfaction Rate:
64.12
0.021
2. What age group do you fall into?
Response Response
Percent
Total
1
18 or under
0.19%
1
2
19 - 25
0.57%
3
3
26 - 35
7.78%
41
4
36 - 45
18.60%
98
5
46 - 55
20.49%
108
6
56 - 65
23.72%
125
7
66 or over
28.65%
151
answered
527
skipped
9
Analysis Mean:
5.444 Std. Deviation: 1.328 Satisfaction Rate:
Variance: 1.765 Std. Error:
74.07
0.058
3. Approximate number of visits to the Derby Medical Centre in the last 12 months
Response Response
Percent
Total
1
1-3
42.97%
226
2
4-7
34.60%
182
3
5-9
12.36%
65
4
10+
10.08%
53
answered
526
skipped
10
Analysis Mean:
1.895 Std. Deviation: 0.972 Satisfaction Rate:
Variance: 0.945 Std. Error:
0.042
29.85
2. Patient Information
4. Are you a carer?
Response Response
Percent
Total
1
Yes
9.75%
51
2
No
90.25%
472
answered
523
skipped
13
Analysis Mean:
1.902 Std. Deviation: 0.297 Satisfaction Rate:
Variance: 0.088 Std. Error:
90.25
0.013
5. If you answered yes to being a carer, are you registered as a carer?
Response Response
Percent
Total
1
Yes
12.50%
17
2
No
87.50%
119
answered
136
skipped
400
Analysis Mean:
1.875 Std. Deviation: 0.331 Satisfaction Rate:
Variance: 0.109 Std. Error:
87.5
0.028
6. How would you rate our respect for your privacy?
Response Response
Percent
Total
1
Excellent
35.95%
188
2
Good
40.15%
210
3
Adequate
15.30%
80
4
Needs improvement
5.16%
27
5
Poor
0.38%
2
6
N/A
3.06%
16
answered
523
skipped
13
Analysis Mean:
2.031 Std. Deviation: 1.114 Satisfaction Rate: 20.61
Variance: 1.242 Std. Error:
0.049
3. Your Appointments
7. Are you aware that you can book appointments and order repeat prescriptions
online?
Response Response
Percent
Total
1
Yes
94.31%
497
2
No
5.69%
30
answered
527
Analysis Mean:
1.057 Std. Deviation: 0.232 Satisfaction Rate:
5.69
7. Are you aware that you can book appointments and order repeat prescriptions
online?
Response Response
Percent
Total
Variance: 0.054 Std. Error:
skipped
0.01
9
8. Did you know that we offer extended hours on a Monday evening between 6pm and
8pm?
Response Response
Percent
Total
1
Yes
29.60%
156
2
No
70.40%
371
answered
527
skipped
9
Analysis Mean:
1.704 Std. Deviation: 0.456 Satisfaction Rate:
Variance: 0.208 Std. Error:
70.4
0.02
9. Would you be interested in a facility for telephone consultations?
Response Response
Percent
Total
1
Yes
83.17%
435
2
No
16.83%
88
answered
523
skipped
13
Analysis Mean:
1.168 Std. Deviation: 0.374 Satisfaction Rate:
Variance: 0.14
Std. Error:
16.83
0.016
10. How did you schedule your appointment?
Response Response
Percent
Total
1
By phone
65.58%
343
2
Online
25.62%
134
3
Came into the clinic
8.80%
46
answered
523
skipped
13
Analysis Mean:
1.432 Std. Deviation: 0.649 Satisfaction Rate:
Variance: 0.421 Std. Error:
21.61
0.028
11. Please complete the following:
Very
Difficult
Confusing
Could be
better
Easy
Response
Total
How easy was it to schedule your
appointment over the phone?
12.4%
(61)
1.0%
(5)
37.5%
(184)
49.1%
(241)
491
How easy was it to order repeat
prescriptions online?
8.5%
(28)
6.4%
(21)
21.3%
(70)
63.7%
(209)
328
answered
503
11. Please complete the following:
Very
Difficult
Confusing
Could be
better
Easy
Response
Total
skipped
33
Matrix Charts
11.1. How easy was it to schedule your appointment over the phone?
Percent
Total
1
Very Difficult
12.42%
61
2
Confusing
1.02%
5
3
Could be better
37.47%
184
4
Easy
49.08%
241
answered
503
Percent
Total
Analysis Mean:
3.155 Std. Deviation: 0.963 Satisfaction Rate: 72.63
Variance: 0.927 Std. Error:
0.043
11.2. How easy was it to order repeat prescriptions online?
1
Very Difficult
8.54%
28
2
Confusing
6.40%
21
3
Could be better
21.34%
70
4
Easy
63.72%
209
answered
503
Analysis Mean:
2.219 Std. Deviation: 1.22
Variance: 1.488 Std. Error:
Satisfaction Rate: 52.22
0.054
12. Please complete the following:
Very
Important
Important
Not
important
Response
Total
How important is it to book an appointment in
advance?
47.1%
(246)
47.1%
(246)
5.7%
(30)
522
How important is it for you to be able to book an
appointment on the same day?
59.2%
(310)
34.0%
(178)
6.9%
(36)
524
answered
526
skipped
10
Matrix Charts
12.1. How important is it to book an appointment in advance?
Percent
Total
1
Very Important
47.13%
246
2
Important
47.13%
246
12.1. How important is it to book an appointment in advance?
3
Not important
Analysis Mean:
1.574 Std. Deviation: 0.596 Satisfaction Rate: 29.09
Variance: 0.355 Std. Error:
0.026
12.2. How important is it for you to be able to book an appointment on the same
day?
Percent
Total
5.75%
30
answered
526
Percent
Total
1
Very Important
59.16%
310
2
Important
33.97%
178
3
Not important
6.87%
36
answered
526
Analysis Mean:
1.471 Std. Deviation: 0.621 Satisfaction Rate: 23.76
Variance: 0.385 Std. Error:
0.027
4. Page 4
13. If you need to see a GP urgently, can you normally be seen on the same day?
Response Response
Percent
Total
1
Yes
76.34%
384
2
No
23.86%
120
answered
503
skipped
33
Analysis Mean:
1.241 Std. Deviation: 0.426 Satisfaction Rate:
Variance: 0.182 Std. Error:
23.86
0.019
14. How convenient do you find the opening times of the surgery?
Response Response
Percent
Total
1
Excellent
11.60%
61
2
Good
40.49%
213
3
Adequate
29.85%
157
4
Needs improving
15.40%
81
5
Poor
2.66%
14
6
N/A
0.00%
0
answered
526
skipped
10
Analysis Mean:
2.57
Std. Deviation: 0.972 Satisfaction Rate:
Variance: 0.945 Std. Error:
0.042
5. The Day of Your Appointment
15. How courteous was the receptionist?
31.41
Response Response
Percent
Total
1
Very courteous
18.63%
98
2
Courteous
57.98%
305
3
Not very courteous
16.92%
89
4
Rude
3.80%
20
5
N/A
2.66%
14
answered
526
skipped
10
Analysis Mean:
2.139 Std. Deviation: 0.853 Satisfaction Rate:
Variance: 0.728 Std. Error:
28.47
0.037
16. At your most recent visit, how long did you have to wait beyond your scheduled
appointment?
Response Response
Percent
Total
1
Less than 5 minutes
25.48%
134
2
5 - 10 minutes
33.84%
178
3
10 - 15 minutes
22.05%
116
4
15 - 20 minutes
9.70%
51
5
Over 20 minutes
8.94%
47
answered
526
skipped
10
Analysis Mean:
2.428 Std. Deviation: 1.218 Satisfaction Rate:
Variance: 1.484 Std. Error:
35.69
0.053
17. How would you rate the cleanliness of the practice?
Response Response
Percent
Total
1
Excellent
28.19%
148
2
Good
55.24%
290
3
Adequate
13.33%
70
4
Needs improving
2.67%
14
5
Poor
0.19%
1
6
N/A
0.38%
2
answered
525
skipped
11
Analysis Mean:
1.926 Std. Deviation: 0.771 Satisfaction Rate:
Variance: 0.594 Std. Error:
0.034
18.51
18. How would you rate the seating availability?
Response Response
Percent
Total
1
Excellent
11.95%
63
2
Good
43.07%
227
18. How would you rate the seating availability?
Response Response
Percent
Total
3
Adequate
32.64%
172
4
Needs improving
9.87%
52
5
Poor
2.28%
12
6
N/A
0.19%
1
answered
527
skipped
9
Analysis Mean:
2.48
Std. Deviation: 0.919 Satisfaction Rate:
Variance: 0.845 Std. Error:
29.6
0.04
6. Practice Information
19. How would you rate the information we provide about the practice and our services
Response Response
Percent
Total
1
Excellent
8.45%
44
2
Good
47.22%
246
3
Adequate
30.52%
159
4
Needs improving
11.32%
59
5
Poor
0.77%
4
6
N/A
1.73%
9
answered
521
skipped
15
Analysis Mean:
2.539 Std. Deviation: 0.947 Satisfaction Rate:
Variance: 0.897 Std. Error:
30.79
0.041
20. How do you rate the practice website?
Response Response
Percent
Total
1
Excellent
3.91%
20
2
Good
32.29%
165
3
Adequate
23.09%
118
4
Needs improving
10.76%
55
5
Poor
1.57%
8
6
N/A
28.38%
145
answered
511
skipped
25
Analysis Mean:
3.589 Std. Deviation: 1.69
Variance: 2.857 Std. Error:
Satisfaction Rate:
51.78
0.075
21. How effective do you find the patient television screen in reception?
Response Response
Percent
Total
1
Excellent
7.68%
40
2
Good
29.17%
152
3
Adequate
29.17%
152
4
Needs improving
19.39%
101
5
Poor
9.21%
48
6
N/A
5.37%
28
answered
521
skipped
15
Analysis Mean:
3.094 Std. Deviation: 1.279 Satisfaction Rate:
Variance: 1.636 Std. Error:
41.88
0.056
7. The Doctor
22. Were you able to see the doctor of your choice?
Response Response
Percent
Total
1
Yes
82.32%
433
2
No
13.88%
73
3
N/A
3.80%
20
answered
526
skipped
10
Analysis Mean:
1.215 Std. Deviation: 0.495 Satisfaction Rate:
Variance: 0.245 Std. Error:
10.74
0.022
23. Did you feel that the doctor spent enough time examining you?
Response Response
Percent
Total
1
Yes
93.92%
494
2
No
3.99%
21
3
N/A
2.09%
11
answered
526
skipped
10
Analysis Mean:
1.082 Std. Deviation: 0.342 Satisfaction Rate:
Variance: 0.117 Std. Error:
0.015
4.09
24. Which of the following options describes the doctor's characteristics?
Response Response
Percent
Total
1
Attentive
79.89%
417
2
Concerned
41.95%
219
3
Friendly
77.20%
403
4
Thorough
67.43%
352
5
Distracted
1.92%
10
24. Which of the following options describes the doctor's characteristics?
Response Response
Percent
Total
6
Rushed
5.36%
28
7
Inconsiderate
0.77%
4
8
Demeaning / Rude
0.19%
1
answered
522
skipped
14
Analysis Mean:
7.138
Std. Deviation: 7.822 Satisfaction Rate: 62.73
Variance: 61.189 Std. Error:
0.342
25. How would you rate the competence of the doctor?
Response Response
Percent
Total
1
Excellent
70.34%
370
2
Good
24.90%
131
3
Adequate
2.85%
15
4
Needs improving
1.14%
6
5
Poor
0.00%
0
6
N/A
0.76%
4
answered
526
skipped
10
Analysis Mean:
1.378 Std. Deviation: 0.716 Satisfaction Rate:
Variance: 0.513 Std. Error:
7.57
0.031
26. How would you rate the doctor's explanation of your condition and treatment
options?
Response Response
Percent
Total
1
Excellent
63.62%
334
2
Good
26.67%
140
3
Adequate
6.48%
34
4
Insufficient
1.90%
10
5
Poor
0.38%
2
6
N/A
0.95%
5
answered
525
skipped
11
Analysis Mean:
1.516 Std. Deviation: 0.854 Satisfaction Rate:
Variance: 0.73
Std. Error:
0.037
10.32
8. Page 8
27. Would your recommend this clinic and its staff to your family and friends?
Response Response
Percent
Total
27. Would your recommend this clinic and its staff to your family and friends?
Response Response
Percent
Total
1
Yes
93.23%
482
2
No
6.77%
35
answered
517
skipped
19
Analysis Mean:
1.068 Std. Deviation: 0.251 Satisfaction Rate:
Variance: 0.063 Std. Error:
6.77
0.011
28. What do you think we do particularly well?
Response Response
Percent
Total
1
Open-Ended Question
100.00%
359
1
13/01/15 Everything
2:47PM
ID:
14235756
2
13/01/15 From what one hears about other surgeries, it is good in every way. I get an appointment with
5:45PM someone when it is urgent everyone is friendly and competent.
ID:
14240403
3
13/01/15 Cope with the pressure very well
5:38PM
ID:
14240406
4
13/01/15 Surgery have been excellent when I have attended with my children. Dr Newton is our family
5:37PM GP and she is brilliant with all of us although I cannot fault the other doctors either.
ID:
14240408
5
13/01/15 Very polite and friendly staff who make time to listen to your concerns and needs.
5:36PM
ID:
14240409
6
13/01/15 I appreciate always being able to be seen on the same day I phone in.
5:35PM
ID:
14240414
7
13/01/15 Professional attitude
5:40PM
ID:
14240416
8
13/01/15 I like my GP; I know how busy she is but she is always concerned and friendly
5:36PM
ID:
14240417
9
13/01/15 Excellent doctors
5:37PM
ID:
14240419
10
13/01/15
5:43PM
Offered very good home visits when required for my father.
28. What do you think we do particularly well?
Response Response
Percent
Total
All doctors are extremely good.
ID:
14240429
11
13/01/15 The business of providing high quality medical care in a professional manner.
5:45PM
ID:
14240446
12
13/01/15 DR Harris is an excellent GP who always listens and deals with problems in a thorough
5:39PM manner, very friendly and approachable.
ID:
14240447
13
13/01/15 Staff are generally helpful.
6:10PM
ID:
14240450
14
13/01/15 Good doctors
5:39PM
ID:
14240476
15
13/01/15 The expertise of all the doctors is impressive. I have also found the telephone service
5:42PM whereby you can leave a message for you GP very useful - especially if there are no
appointments available for a face to face consultation.
ID:
14240480
16
13/01/15 Location, medical staffing
5:56PM
ID:
14240485
17
13/01/15 Online appointments are very useful and when I see my own GP, the service is excellent.
5:49PM Staff are always accommodating when getting appointments for children. Excellent referrals
when required.
ID:
14240488
18
13/01/15 Dr Harris is outstanding
5:39PM
ID:
14240489
19
13/01/15 You seem professional and efficient
5:42PM
ID:
14240492
20
13/01/15 Always pass on phone message for doctor who always calls back if on phone
5:42PM
ID:
14240499
21
13/01/15 Efficiently run practice, which eliminates stressful situations.
5:43PM
ID:
14240504
22
13/01/15 All very friendly
5:54PM
ID:
14240522
23
13/01/15
The care (which arguably is the most important thing) is always excellent. I do not mind
28. What do you think we do particularly well?
Response Response
Percent
Total
5:46PM waiting for an appointment because when I do see the GP or nurse they always provide top
class service and care.
ID:
14240537
24
13/01/15
5:59PM
ID:
14240542
Given that I have an autistic son and both children have ADHD, they are not the easiest of
patients, but every doctor at the practice I have ever had dealings with have been excellent.
Competent, sympathetic and very helpful. Particularly fantastic with my two - Drs Wormley
and Harris.
25
13/01/15 Well situated - and once one gets to see the doctor given time.
5:54PM
ID:
14240547
26
13/01/15 Our doctor (Dr Floyd) is wonderful which is the most important thing to us. Staff generally are
5:48PM very helpful, whether in arranging appointments, or obtaining prescriptions.
ID:
14240553
27
13/01/15 drs and nurses are excellent.
5:48PM
ID:
14240562
28
13/01/15 Availability of doctors when needed. The care of my GP is excellent.
5:52PM
ID:
14240566
29
13/01/15 Availability of appointments - answering phone in timely fashion and politely. Excellent GP.
5:45PM
ID:
14240577
30
13/01/15 The doctors in the surgery are always very efficient and kind and always take their time. They
5:48PM are very good at their jobs.
ID:
14240581
31
13/01/15 Great doctors and excellent nurses
5:49PM
ID:
14240584
32
13/01/15 patients normally get to see their GP without being too long in terms of days.
5:49PM
ID:
14240585
33
13/01/15 All of the doctors are caring and considerate
5:52PM
ID:
14240594
34
13/01/15 It is usually possible to see a doctor fir an emergency appointment.
5:58PM
ID:
14240595
35
13/01/15 Doctors especially Dr Deveson
5:50PM
ID:
14240601
28. What do you think we do particularly well?
Response Response
Percent
Total
36
13/01/15 Work well as a team, when we saw another dr they talked to one another to give great care.
5:50PM
ID:
14240611
37
13/01/15 You have improved availability of booking surgery appointments on the same day or in
6:06PM advance but communicating the availability to patients could be better.
ID:
14240652
38
13/01/15 friendly efficiency
5:49PM
ID:
14240664
39
13/01/15 Staff always try and accommodate your requests although sometimes it can be difficult to
6:18PM arrange the appt with your own Gp.
ID:
14240665
40
13/01/15 try hard to sort things out.
5:52PM
ID:
14240670
41
13/01/15 has done well in most of the service
5:55PM
ID:
14240675
42
13/01/15 All the staff and doctors and nurses are all great
5:53PM
ID:
14240688
43
13/01/15 Location
5:53PM
ID:
14240693
44
13/01/15 The doctor was helpful and considerate
5:57PM
ID:
14240710
45
13/01/15
5:56PM
ID:
14240721
46
13/01/15 appointments seem quite punctual
5:59PM
ID:
14240734
47
13/01/15 Make a patient feel confident
5:56PM
ID:
14240738
48
13/01/15
6:05PM
ID:
I have two young children & the practice is superb at ensuring we see our family doctor, even
for emergency appointments. Having moved to the area and experienced other medical
practices, this is extremely welcome as I feel the doctor concerned knows my family. Overall I
find all staff friendly & helpful. This has not always been my experience elsewhere, & I have
commented on the superior service at your practice to family.
Care and attention provided by doctors and nurses is very good.
28. What do you think we do particularly well?
Response Response
Percent
Total
14240749
49
13/01/15 Always a doctor available
6:03PM
ID:
14240761
50
13/01/15 Always manage to get an appointment. Helpful and polite admin staff. Informing patients
6:08PM when flu jabs etc./Blood tests are required
ID:
14240770
51
13/01/15 Have great availability.
6:04PM
ID:
14240782
52
13/01/15 I like being able to book appointments online. The doctors I have seen there have all been
6:05PM good.
ID:
14240799
53
13/01/15 Nothing in particular. All services are fine.
6:04PM
ID:
14240806
54
13/01/15 Our doctor is Peter Deveson and I like the open, informative way he does his consultations. I
6:03PM learned about lymph nodes last time and it really helped me to understand how my child was
unwell and why he had the symptoms he had.
ID:
14240813
55
13/01/15 I can leave a message for the doctor to ring me back when necessary
6:03PM
ID:
14240818
56
13/01/15 The quality of Doctors and nurses are great as they are friendly and easy to confide in if
6:10PM needs be and they appear thorough in there examination.
ID:
14240829
57
13/01/15 good Doctor service incl doctors other than my own
6:10PM
ID:
14240855
58
13/01/15 I am very fortunate with my GP. He is brilliant.
6:06PM
ID:
14240858
59
13/01/15 Thorough GP
6:07PM
ID:
14240859
60
13/01/15 I am happy that I can normally see my GP although I accept in an emergency that might not
6:13PM always be the case.
ID:
14240881
61
13/01/15
6:09PM
Friendly and approachable
28. What do you think we do particularly well?
Response Response
Percent
Total
ID:
14240897
62
13/01/15 Doctoring
6:12PM
ID:
14240911
63
13/01/15 Listen. Reassure. Refer to specialist when necessary.
6:18PM
ID:
14240934
64
13/01/15 Ensure that your patients are well cared for
6:15PM
ID:
14240945
65
13/01/15 My doctor is excellent. The facilities and location are ideal.
6:12PM
ID:
14240946
66
13/01/15 this years flu clinic very good and quick
6:19PM
ID:
14240947
67
13/01/15 See people same day where possible
6:21PM
ID:
14241058
68
13/01/15 Compared to stories I have heard about other surgeries I think the ease of getting an
6:31PM appointment is particularly good.
ID:
14241090
69
13/01/15
6:29PM
ID:
14241105
Dr Harris is an excellent GP prepared to give time to ensure the patient's needs are attended
to, further consultations with specialists are arranged, and the patient understands the
problem / and any suggested further treatment. He makes the patient feel valued and that he
has time to listen and respond.
70
13/01/15
6:35PM
ID:
14241115
I have received outstanding care over many years from Dr. Floyd; she is truly caring and
looks at my life as a whole. This was of enormous help during treatment for severe illness at
more than one hospital, when she kept the different consultants informed of my background.
She has referred me rapidly when necessary and cared for my psychological as well as my
physical wellbeing.
I have also been happy with the care I have received from other GPs in the practice when I
could not see Dr. Floyd.
71
13/01/15 Pleased that there is now a very competent phlebotomist.
6:31PM
ID:
14241136
72
13/01/15 I am always impressed with the efficiency of the service - from booking appointments, to
6:29PM being on time, to following up with me if necessary.
ID:
14241172
73
13/01/15
6:31PM
ID:
Nothing
28. What do you think we do particularly well?
Response Response
Percent
Total
14241179
74
13/01/15 Quality of my own doctor
6:30PM
ID:
14241183
75
13/01/15
6:51PM
ID:
14241186
76
13/01/15 Punctuality re appointments
6:46PM
ID:
14241255
77
13/01/15 I always get to see a doctor the same day. I never wait too long when at the practise.
6:44PM Receptionists are clearly spoken and polite. Good doctors.
ID:
14241258
78
13/01/15 I Like the fact that DR McKee takes calls for advice on the phone when needed.
6:39PM Keep up the good work and thank you.
ID:
14241286
79
13/01/15 All staff including Doctors, receptionists and nurses have been friendly and helpful whenever
6:50PM we have needed to consult the practice. Very helpful that our doctor has followed up by
phone when we have written a couple of times.
ID:
14241321
80
13/01/15 Gp is exactly what I would want in a doctor
6:41PM
ID:
14241325
81
13/01/15 The doctors are excellent, are not rushed and I feel confident they know their job.
6:54PM
ID:
14241346
82
13/01/15 Whenever I have needed a fast appointment, the ladies on reception have been very good in
6:54PM getting me one. I have always found them very pleasant and courteous, and very efficient.
ID:
14241385
83
13/01/15 Convenient location of practice
6:52PM
ID:
14241413
84
13/01/15 In particular in 2014 when I have been quite ill on several occasions the GP has been
6:53PM particularly attentive and considerate. I also appreciate the receptionists concern, care and
support when I needed special help.
ID:
14241434
85
13/01/15 The doctors listen and pay attention to my concerns and do their best to address them
7:03PM
ID:
14241438
Text book differential diagnosis and referral by the two GPs I have seen
Although not so far a 'frequent flyer' I do feel good rapport and connection with Ps I have
seen.
I have significant trust in GPs within practice and the ways they work
Athough I have had to be very assertive with receptionist in order to get an emergency
appointment when I needed one - I did get one.
28. What do you think we do particularly well?
Response Response
Percent
Total
86
13/01/15 The doctors & nurses are good.
7:05PM
ID:
14241467
87
13/01/15 Handle a variety of people in large quantities professionally.
8:58PM
ID:
14241514
88
13/01/15 I love my doctor - once I managed to get an appointment that works for me I have no problem
7:04PM but getting an appointment or prescription is pretty much a nightmare
ID:
14241518
89
13/01/15 Listen and thoroughly investigate when there are areas of concern or recommend coming
6:59PM back after a time to check on the situation
ID:
14241528
90
13/01/15 Dr Wormley and the other doctors I have seen are excellent and I have every confidence in
7:09PM them. I think that they are very conscientious.
ID:
14241553
91
13/01/15 Dr Harris is always friendly and very thorough when seeing me or the children. He is usually
7:07PM running on time too.
ID:
14241605
92
13/01/15 The whole practice is excellent but it is particularly good that I can get a doctor's appointment
7:11PM on the day I ring. It may not be with my registered GP but if I am ill, I will be seen.
ID:
14241634
93
13/01/15 Good doctors
7:14PM
ID:
14241699
94
13/01/15 The doctors are fantastic. Whoever I see they are knowledgable, professional yet completely
7:24PM approachable. We are extremely lucky to have them. Thank you.
ID:
14241747
95
13/01/15 Very happy with my doctor
7:16PM
ID:
14241759
96
13/01/15 Seeing people on the same day. Modern premises
7:15PM
ID:
14241779
97
13/01/15 Very happy with my own doctor, very thorough and takes me seriously. The nurses I have
7:29PM seen are also good. Have only seen a couple of the other doctors and seem OK, apart from
one bad experience. I feel I am in safe hands.
ID:
14241815
98
13/01/15
7:28PM
ID:
Continuity of patient/doctor relationship.
28. What do you think we do particularly well?
Response Response
Percent
Total
14241821
99
13/01/15 Like seeing my own Dr - good that see same person generally
7:23PM
ID:
14241852
100
13/01/15 Home visits for elderly when required and fantastic follow ups.
7:29PM
ID:
14241865
101
13/01/15 Good patient care/advice/support and ease in making appointments. Also, good personal
7:40PM touch with patient.
ID:
14241902 Advance notification of routine check ups.
102
13/01/15 All the doctors seem thorough, competent, professional and good at communicating with
7:25PM children and adults alike.
ID:
14241908
103
13/01/15 Friendly caring professional doctors, who go the extra mile. Please never lose this! (I am sure
7:27PM this is getting harder and harder to achieve with government targets).
ID:
14241916
104
13/01/15 Doctors & Nurses are excellent
7:29PM
ID:
14241943
105
13/01/15 Take issues seriously. Very friendly and always keen to point out it is always better to get
7:30PM babies checked out, which is very reassuring
ID:
14241950
106
14/01/15 Always helpful, polite. Excellent doctors.
8:41AM
ID:
14241961
107
13/01/15 We recently registered with the practice this was easy to do and the staff were welcoming and
7:34PM helpful. I have not yet had cause to see a doctor, but my husband has made regular visits.
ID:
14241985
108
13/01/15 On line booking.
7:35PM
ID:
14241999
109
13/01/15 My doctor (Dr Harris) is excellent, professional and clearly cares for his patients. I feel he is
7:39PM let down by the "shop window" i.e. receptionist team who are, quite frankly, an
embarrassment
ID:
14242004
110
13/01/15 Patient care
7:38PM Thorough investigation
ID:
14242010
111
13/01/15
7:36PM
Doctors are excellent
28. What do you think we do particularly well?
Response Response
Percent
Total
ID:
14242031
112
13/01/15 Availability of online appointments
7:52PM
ID:
14242059
113
13/01/15 Able to see a doctor on same day if urgent
7:53PM
ID:
14242092
114
13/01/15 the service that i recieve at the surgery is always of an excellent nature. my gp Dr Floyd is
7:42PM fantastic
ID:
14242105
115
13/01/15
7:57PM
ID:
14242167
116
13/01/15 Pleasant n understanding when patient is late for appt .
9:40PM
ID:
14242170
117
13/01/15 Doctors I've seen have been very good
7:49PM
ID:
14242189
118
13/01/15 The Doctors and Nurses are generally good if overworked
7:57PM
ID:
14242294
119
13/01/15 Doctor and gp team are fantastic
7:59PM
ID:
14242331
120
13/01/15 Phlebotomist on site is excellent - accessibility to this service is very good.
8:03PM
ID:
14242369
121
13/01/15 You do everything very well apart from the two items below
8:09PM
ID:
14242418
122
13/01/15 Reception really helpful
8:10PM Nurses very good
ID:
14242424
123
13/01/15 You've made improvments by allowing check-in via the screens which means not queing for
8:13PM ages to speak to the receptionists. The screen is also helpful.
ID:
14242435
124
13/01/15
Its very important to me to have my appointments with Dr McKee as my named Dr, he has
cared for all of my family and knows is very well and I have several long term conditions so if
I'm unable to get an appointment with him I will wait if possible until he is available.
Phlebotomy and nursing staff are always kind and courteous and very efficient.
attention to detail - follow up after visits
28. What do you think we do particularly well?
Response Response
Percent
Total
8:12PM knowledge of patients previous problems
extremely good relationship with patients
ID:
14242437
125
13/01/15 I could get an emergency appointment on the day of telephoning for one.
8:08PM
ID:
14242458
126
13/01/15 Quality of care
8:15PM
ID:
14242514
127
13/01/15 Notify by post when an annual appointment is due
8:18PM
ID:
14242538
128
13/01/15 COMPARE THE SURVEY & FIND OUT
8:22PM
ID:
14242556
129
13/01/15 Care!
8:18PM
ID:
14242572
130
13/01/15 Dr Harris is brilliant
8:16PM
ID:
14242576
131
13/01/15 The general practice of medicine
8:37PM
ID:
14242639
132
13/01/15 Asthma care.
8:23PM
ID:
14242654
133
13/01/15 Good location, happy with my doctor. Clean spacious facilities.
8:27PM
ID:
14242662
134
13/01/15 Nice environment.
8:40PM Doctors are good
ID:
14242675
135
13/01/15 When I have needed to see a dr on the day I have been able to - but only if I phone at 8am
8:32PM
ID:
14242685
136
13/01/15 My doctor is very friendly and professional.
8:26PM
ID:
14242700
28. What do you think we do particularly well?
Response Response
Percent
Total
137
13/01/15 This survey is not a bad start
8:29PM
ID:
14242701
138
13/01/15 Dr Floyd is my GP and she is always polite and explains things and seems a very genuine
8:34PM person.
ID:
14242711
139
13/01/15 Thorough
8:36PM
ID:
14242811
140
13/01/15 Doctor whom we visit regularly is very friendly and patient to answer all queries and very
8:44PM considerate. I am not sure weather I can mention the name of doctor in survey.
ID:
14242821
141
13/01/15
8:48PM
ID:
14242843
142
13/01/15 Very efficient service
8:42PM
ID:
14242848
143
13/01/15 When I am able to see my doctor,I have no complaints
8:50PM
ID:
14242852
144
13/01/15 I have been happy with the doctors and medical attention I have received over many years at
9:08PM this surgery. I am a patient of Dr Floyd & rate her very highly.
ID:
14242873
145
13/01/15 The online repeat prescription I find very useful,but not all my medication is online,sometimes
8:59PM it takes a long time for the prescription to get to my chosen chemist
ID:
14243018
146
13/01/15 You aim to fit me and my family in the best you can.
9:19PM
ID:
14243089
147
13/01/15 The actual decisions and advice given by doctors and other nurses .
9:21PM
ID:
14243118
148
13/01/15 When phoning for an appointment the same day (if called early enough) the staff are very
9:18PM accomodating and an appointment will be offered.
ID:
14243133
149
13/01/15
9:09PM
ID:
I am very happy with my GP Dr Harris and have also been pleased with the other GPs at the
practice.
I like it that I can usually see my own GP for an apt and that you offer same day emergency
appointments.
Dr Harris is excellent. Caring, courteous and knowledgable. I could not have a better Dr.
28. What do you think we do particularly well?
Response Response
Percent
Total
14243143
150
13/01/15 The reception sugguest me to see other doctor as I was very concerned on my condition,
9:18PM even though my own GP was fully booked on that day. I was very pleased and appreciated.
Thank you.
ID:
14243203
151
13/01/15 Doctor telephones to discuss matters when necessary
9:17PM
ID:
14243212
152
13/01/15 My doctor is very good.
9:19PM
ID:
14243227
153
13/01/15 Understanding when I phone and say I need to an appointment that day.
9:28PM
ID:
14243234
154
13/01/15 Medicine.
9:21PM
ID:
14243263
155
13/01/15 Attentive doctors
9:42PM
ID:
14243313
156
13/01/15 Service is excellent.
9:29PM
ID:
14243393
157
14/01/15 The overall efficiency of the surgery is superb and belies the media reports so often exposing
8:50PM poor service generally. Well done
ID:
14243406
158
14/01/15
11:34AM
ID:
14243450
159
13/01/15 Dr Floyd has been a brilliant doctor for me and very supportive!
9:42PM Nurses lovely.
ID:
14243458
160
13/01/15 The personal list system that is still used in the practice is excellent
9:44PM
ID:
14243581
161
13/01/15 Offer extended hours.
9:53PM
Ability to book appointments in advance and order prescriptions via the website.
ID:
14243649
162
13/01/15
10:06PM
Flu jabs
Efficient nursing staff
Comfortable doctor's rooms
Pleasant desk staff
You mostly see you own GP which provides continuity and reassurance. An appointment can
usually be obtained on the same day particularly for children. Face to face consultation.
28. What do you think we do particularly well?
Response Response
Percent
Total
ID:
14243727
163
13/01/15 n/a
9:57PM
ID:
14243758
164
13/01/15 I think it is an excellent practice.
10:04PM
ID:
14243816
165
13/01/15
10:14PM
ID:
14243890
166
13/01/15 Dr Wormley very supportive and understanding. Rate him very highly.
10:24PM
ID:
14243927
167
13/01/15 Very good doctors
10:19PM
ID:
14243949
168
13/01/15 All the Doctors I have seen have been caring and highly committed to doing their best for
10:52PM their patients. A lot of effort has gone into opening times and trying new appraoches to
improve Patient experience.
ID:
14244038
169
13/01/15 Provide me with very good medical care during the time I have been registered with you.
10:35PM
ID:
14244096
170
13/01/15 Good and responsive doctors
10:43PM
ID:
14244126
171
13/01/15 speedy apprpriaate attention when required
10:44PM
ID:
14244188
172
13/01/15 The doctor was able to arrange for me to be seen at the eye hospital next day.
11:08PM
ID:
14244193
173
13/01/15 Doctors are very professional and caring, always willing to support. Dr Harris has been a
11:16PM brilliant GP and I always feel confident he will do his best for his patients.
ID:
14244243
174
13/01/15 Cope well with a large number of patients, some of whom are not always polite.
11:18PM
ID:
14244246
Dr Newton is a fantastic doctor who shows unfaltering care for patients and has a lovely
positive approach and demenour. She has really made a huge difference to our family life in
the dedication and care she has shown us, particularly my young son. She has gone out of
her way to provide the right care and medication for us, and it has made all the difference.
Outstanding! Thank you.
28. What do you think we do particularly well?
Response Response
Percent
Total
175
13/01/15 Normally can see a doctor at short notice
10:58PM
ID:
14244369
176
13/01/15 Flexibility of booking appointments in advance and on the day, trying to give out appointment
11:02PM with the GP we're registered with.
ID:
14244370
177
13/01/15 Keep to a tight time schedule to limit patient waiting time in reception
11:33PM
ID:
14244500
178
13/01/15 Friendly and helpful receptionists. My doctor takes my worries seriously and doesn't fob me
11:20PM off or send me away to get over the counter drugs.
ID:
14244512
179
13/01/15 Same day appointments
11:21PM
ID:
14244537
180
13/01/15 Employ fantastic doctors
11:25PM
ID:
14244555
181
13/01/15 i have often had to call reception stafff and find them very helpfull and will often go above and
11:36PM beyond what people should expect
ID:
14244621
182
13/01/15 My doctor, Dr McKee, is very good.
11:56PM
ID:
14244704
183
13/01/15 Excellent GPs
11:59PM
ID:
14244755
184
14/01/15 Dr always allows me enough time
6:09AM
ID:
14246391
185
14/01/15 Doctors all friendly/ approachable and knowledgeable.
6:49AM
ID:
14246623
186
14/01/15 Availability is the strong point
6:57AM Competence is assumed!
ID:
14246697
187
14/01/15
7:32AM
ID:
services offered by nurses.
28. What do you think we do particularly well?
Response Response
Percent
Total
14246944
188
14/01/15 The care of the doctors. I have not had a negative experience.
7:58AM
ID:
14247067
189
14/01/15 When the doctors intercom announcement with your name is on and not the screen
7:57AM
ID:
14247176
190
14/01/15 Excellent response when required
7:54AM
ID:
14247194
191
14/01/15 Doctors are excellent
8:15AM
ID:
14247401
192
14/01/15 Wide range of services offered.
8:37AM
ID:
14247518
193
14/01/15 the doctors treatment
8:30AM
ID:
14247583
194
14/01/15 Receptionists and nurses helpful.The offer of same day appointment if needed and a useful
8:46AM website.
ID:
14247648
195
14/01/15 Timing of appointments is good considering every individual has a different problem.
8:37AM
Open to communication through reception.
ID:
14247658
196
14/01/15 Waiting room temperature is good.
8:40AM
ID:
14247673
197
14/01/15 Great doctors.
9:03AM
ID:
14248167
198
14/01/15 Trying to fit in appointments when necessary for urgent conditions.
9:12AM
ID:
14248274
199
14/01/15 That there is the provision to see a Doctor at the morning clinic if it is an emergency,
9:11AM
ID:
14248303
200
14/01/15
9:09AM
You are always very helpful, and understanding
28. What do you think we do particularly well?
Response Response
Percent
Total
ID:
14248327
201
14/01/15 Dr Newton is brilliant! Could not ask for a better doctor. It is the first surgery I have been to in
9:26AM England where we feel like we have a family GP.
ID:
14248583
202
14/01/15 good & efficient operational organisation
9:23AM
ID:
14248624
203
14/01/15 Friendly attention to pacients' needs despite the numbers attending daily
9:30AM
ID:
14248678
204
14/01/15 Doctors very good at listening and at referring when necessary
9:27AM
ID:
14248736
205
14/01/15 not a lot
9:32AM
ID:
14248769
206
14/01/15 Attitudes, friendliness, competence of medical staff is fantastic - none of my family has any
9:48AM fear of going to the doctor (even the men!); even jabs are as stress-free as they can be;
everything is listened to, considered seriously and assessed and referred where necessary.
ID:
14249142
207
14/01/15 Nothing stands out I'm Afraid. Can tell from these questions I am not aware of services you
9:51AM offer.
ID:
14249189
208
14/01/15 A Professional service which is very busy most of time and under enormous preessure to look
9:42AM after the patients in a satisfactory way.
ID:
14249202
209
14/01/15 Drs genuinely appear interested in your wellbeing. Our Dr knows all our family well and
9:42AM considers the overall picture regarding our health and possible early warning signs this has
been particularly useful in the past.
ID:
14249218
210
14/01/15
10:00AM
ID:
14250124
211
14/01/15 Staff are courteous at all times
10:02AM
ID:
14250329
212
14/01/15 Provision of relevant information. Quite good at reminding people when follow ups etc are
10:12AM required. Medical staff are always very helpful and professional
ID:
14250352
213
14/01/15
Dr McKee is a completely different story, he is attentive, takes a genuine interest in you and
prescribes well. He never rushes you and we just wish everyone else in the surgery was like
him. He leads by example yet other Drs do not seem to try nearly as hard as he does with his
patients.
Dr Deverson explains options in a scientific / statistical manner rather than "old style - I know
28. What do you think we do particularly well?
Response Response
Percent
Total
10:28AM what is best for you ...."
ID:
14250597
214
14/01/15 Everything. I highly recommend this practise as my GP, Hilary Floyd, has been amazing with
10:11AM my daughter and myself. The nurses are also great with injections!
ID:
14250674
215
14/01/15 I have no problerms at all to report and consider the service I require, hopefully very
10:24AM occassionally, to be efficient
ID:
14250888
216
14/01/15 Good team of doctors and other supporting staff
10:30AM
ID:
14250904
217
14/01/15 I have only recently joined the practice and only visited once or twice but I like the facility to
10:29AM be able to book appointments and repeat prescriptions on-line.
ID:
14251101
218
14/01/15 Organising flu jabs efficiently. General organisation. Specialist referrals.
10:33AM
ID:
14251115
219
14/01/15 Good, attentive, knowledeable doctors and nurses.
10:27AM
ID:
14251130
220
14/01/15 Dr Wormley is always thorough, informed, clear, and superbly efficient at following through on
10:30AM actions.
ID:
14251157
221
14/01/15 Doctors and nurses Resoond to messages over the phone fairly quickly
10:48AM
ID:
14251710
222
14/01/15 Great at being able to be seen on the same day, easy to get emergency appointments, which
10:59AM is what I mostly need for the children
ID:
14252108
223
14/01/15 Dr Harris is the best GP I have ever used and I feel lucky to have him as a GP. He is the best
11:09AM thing about the practice.
ID:
14252434
224
14/01/15 Prioritise children's appointments
11:09AM
ID:
14252555
225
14/01/15 Overall good service. I particularly enjoy my continuity of care by my GP.
11:13AM
ID:
14252562
28. What do you think we do particularly well?
Response Response
Percent
Total
226
14/01/15 The doctors are always very professional, caring and listen to your personal needs. They
12:04PM ensure you receive good treatment and effective communication of the diagnosis.
ID:
14253054 A great improvement has been the facility to book appointments on-line, for less urgent
matters it really does take away the stress of phoning for an appointment.
Thankfully our family are generally fit and well, so we don't often need a doctors
appointments, but when we do it can be frustrating to get through on the phone and to know
the current appointment procedures.
227
14/01/15 Doctor Harris is excellent and friendly with a good manner
11:39AM
ID:
14253303
228
14/01/15 Providing appointments when needed
11:52AM
ID:
14253869
229
14/01/15 All your staff are very helpful and considerate in dealing with patients. I have never had any
12:21PM difficulty in getting an appointment or anything else I needed.
ID:
14254038 I think the one thing that is very helpful is the annual MOT blood tests in your birthday month.
This certainly keeps an eye on you and it was through this that I learned I had the beginnings
of diabetes this year and began treatment. Thank you.
230
14/01/15 Generally appointment availabke as required and seen by own GP without problem
12:13PM Waiting time acceptable
ID:
14254172
231
14/01/15 The quality of care I have received from Dr Deveson over the time he has been in the
12:39PM Practice has been excellent.
Dr Deveson listens, clearly explains any issues and explains how to move forward.
ID:
14254947
232
14/01/15 Good medical attention including Blood tests on
1:02PM site, Vaccines for Flu etc. Diabetic checks and help if needed on the telephone.
ID:
14255638
233
14/01/15 You are supportive and willing to help - your receptionists have on occasions gone quite out
1:22PM of their way to be of assistance.
ID:
14255670
234
14/01/15 Provision of excellent professional service that is reliable and assuring.
1:19PM
ID:
14256345
235
14/01/15 Dr Harris has been our family GP for the last 15 years. He knows all of us by name and our
2:04PM histories. He is thorough and professional. We consider ourselves very lucky. The practice
staff generally are helpful and professional .
ID:
14257884
236
14/01/15 Repeat prescriptions on line.
2:15PM
ID:
14257986
237
14/01/15
Very good staff who always try to be helpful, expecially as some patients can be difficult
28. What do you think we do particularly well?
Response Response
Percent
Total
2:35PM
ID:
14259487
238
14/01/15 Appointment scheduling
3:01PM
ID:
14260541
239
14/01/15 You have some amazing doctors.
4:16PM
ID:
14261018
240
14/01/15 Everything, best doctors and facilities that I could ask for.
3:19PM
ID:
14261166
241
14/01/15 It is generally very easy to book appointments, and the staff are pleasant to deal with.
3:43PM
ID:
14261877
242
14/01/15 You are obviously a busy practice but I have noticed all the staff are calm professional and
4:02PM friendly. The doctors never seem rushed and are great at putting myself and my two little girls
at ease. I always feel listened to and respected.
ID:
14262272
243
14/01/15 Access to emergency appointments.
4:29PM
Drs personally phoning important results through
ID:
14262341
244
14/01/15 Getting an appointment on the day required
4:20PM
ID:
14262680
245
14/01/15 Caring practice
5:19PM
ID:
14262741
246
14/01/15 I and my family call my doctor the Magician as he is superb at diagnosis. He takes time, is
4:25PM always prompt and unhurried and always cures the problem. Reception staff are helpful, there
are aways magazines and lots of room.
ID:
14263290
247
14/01/15 Repeat prescription authorisation
4:53PM Flu jabs
.
ID:
14263717
248
14/01/15 Have extremely nice Doctors; and Secretaries who are always very helpful in sorting out
5:07PM problems when there arise.
ID:
14263876 There is usually quite a wait to see the Dr but as you are not rushed once in the surgery this
is more than acceptable.
249
14/01/15
4:59PM
ID:
14263964
Keeping to time with appointments. Availability of appointments except for some specialist
services such as mole clinic when there can be a long wait.
Answering the phone - rarely have to wait.
Bright clean environment.
28. What do you think we do particularly well?
Response Response
Percent
Total
250
14/01/15 Easy access to emergency appointments,
5:09PM Online repeat prescriptions
Receptionists extremely helpful
ID:
14264384
251
14/01/15 The Doctors are attentive and understanding.
5:16PM I have never had a rude Doctor.
ID:
14264400
252
14/01/15 SOME receptionists are extremely helpful
5:09PM
ID:
14264453
253
15/01/15 listen to and to treat the patient and to refer on as required for further tests and examinations.
2:53PM
ID:
14264620
254
14/01/15
6:09PM
ID:
14264685
255
14/01/15 Dr Newton is one of the nicest caring profession doctors she is a credit to her profession &
5:33PM clini
ID:
14264758
256
14/01/15 speedy but accurate diagnosing
5:42PM
ID:
14264927
257
14/01/15 Organise a good appointment system, give clear instructions and I appreciate the information
5:56PM on screen.
ID:
14265205
258
14/01/15
7:18PM
ID:
14266132
259
14/01/15 Well run surgery, informative staff, attentive even under stress of customer demands
7:28PM
ID:
14266249
260
14/01/15 In my experience both for myself and my kids the most impressive aspect is reassuringly the
7:29PM actual doctors - have always found them friendly, patient, explaining things & options clearly
as well as being sympathetic when appropriate.
ID:
14266267
261
14/01/15 Reception service is good.
7:44PM
ID:
14266451
My experience of the practice is that patients feel they have significance rather than being just
another NHS number. Having been a patient at the practice for a number of years, it is
comforting to know that the doctor has a broad knowledge of the medical history of members
of my family, in addition to that of my own.
attentive
friendly
helpful
continuity
personal doctoring
good clinical skills
28. What do you think we do particularly well?
Response Response
Percent
Total
262
14/01/15 I cannot see where much improvement could come from. Very satisfied patient.
7:51PM
ID:
14266569
263
14/01/15
8:04PM
ID:
14266710
Reception staff are very helpful. Have been with the practice for many years and have been
very happy with the service given. With my illness I need to be seen as soon as possible to
try and prevent me going to A&E. I have always been seen on the day I phone. I am also a
carer and have had no problems when I have had to request a home visit on the day for my
father.
264
14/01/15
8:49PM
ID:
14267042
normally I only have to wait a short time before my Doctor calls me. I have been able to see a
Doctor on the day I had a problem. All the various Doctors I have seen have been very
attentive and delt with me effectively and in a very professional manner. This also applies to
the nurses.
265
14/01/15 Efficient courteous service
8:47PM
ID:
14267149
266
14/01/15 Good set of doctors . Receptionists are not as good, not really interested. The telephone
8:49PM options are spoken by a lady with a terrible voice please Change her. She sounds so bored!,,
ID:
14267156
267
14/01/15 Doctors after you manage to get past reception
9:27PM
ID:
14267397
268
14/01/15 friendly doctors and nurses. Particularly like being able to book an appointment online. I
9:18PM haven't needed the doctor for over 16months so difficult to give opinion on anything else.
ID:
14267446
269
14/01/15 All nurses and Doctors I have met are excellent.
9:25PM
ID:
14267523
270
14/01/15 Deal with many people/children efficiently. Many of whom are not proficient in English.
10:06PM
ID:
14267891
271
14/01/15
10:16PM
ID:
14268045
272
14/01/15 Information to very informative
10:52PM
ID:
14268189
273
15/01/15 Good doctors
12:06AM
ID:
14268792
274
15/01/15
7:17AM
ID:
Dr Wormley is a fantastic GP I have 3 children under 4, he is attentive, considerate, puts
everyone at ease, always goes above and beyond what I would expect from a GP. He always
runs to time but doesn't give you a rushed feeling. In 7 years of fairly regular visits I have
never had a reason to fault him or question him.
Bloods and other tests through the nurses
28. What do you think we do particularly well?
Response Response
Percent
Total
14270228
275
15/01/15 I have a brilliant doctor & the staff are very helpful.
8:14AM
ID:
14270575
276
15/01/15 Greeting clients and the Doctors are excellent
8:35AM
ID:
14270909
277
15/01/15 Doctor/patient service consistently excellent.
8:40AM .
Nurse service excellent too
ID:
14270951
278
15/01/15 I have been treated, cared, respected and offered advice and options very well by my GP.
8:56AM
ID:
14271046
279
15/01/15 Friendly, knowledgable doctors, clean surgery and can normally get an appointment on the
9:20AM day if it is an emergency
ID:
14271682
280
15/01/15 My GP takes any medical issue I have seriously and does not 'fob me off'.
11:32AM
The waiting room and surgeries are light, bright and welcoming.
ID:
14275633
281
15/01/15 Provide screening services
11:37AM
ID:
14276121
282
15/01/15 Seeing doctor of one's choice
12:20PM
ID:
14277538
283
15/01/15 We particularly appreciate the way our doctor understands that my wife's family is highly
4:45PM medical, and provides us with information to pass onto the family, as well as welcoming calls
about our health from our GP daughter.
ID:
14277595
284
15/01/15
12:22PM
ID:
14277665
285
15/01/15 some of the doctors are excellent
1:08PM
ID:
14278915
286
15/01/15 I never feel as though I am being rushed through any appointment despite the huge demands
1:08PM upon the medical and admin staff. Everyone is always helpful and friendly.
ID:
14278938
287
15/01/15
2:29PM
Online booking
Excellent gp's
Emergency appts
Option to book with female Gp
Dr Newton and Dr Hamilton are both friendly, helpful and thorough doctors
28. What do you think we do particularly well?
Response Response
Percent
Total
ID:
14280856
288
15/01/15 our doctor is very kind and understanding and will refer you to hospital if necessary, I feel I
3:09PM could discuss anything with him.
ID:
14282316
289
15/01/15 I think overall the practice is doing very well, considering the amount of patients on their
3:35PM books.
ID:
14282995
290
15/01/15 I can always see my doctor.
3:39PM
ID:
14283415
291
15/01/15 The medical team are all excellent and are approachable and easy to talk to.
3:48PM
ID:
14283682
292
15/01/15 The best feature is the experience of my GP. I trust him totally, based on many years as one
4:15PM of his patients.
ID:
14284395
293
15/01/15 Dr Floyd is an excellent GP - one of the best doctors I have met! Really caring and willing to
5:07PM spend any amount of time I need during consultations.
ID:
14286015
294
15/01/15 Sending reminders
5:29PM
ID:
14286377
295
15/01/15 All ok
6:16PM
ID:
14287180
296
15/01/15 The availability to see a doctor (not necessarily your own) on the same day is valued.
6:30PM The ability to book longer ahead to see your own doctor is also good
ID:
14287390
297
15/01/15 Ability to book appointments online
6:43PM
ID:
14287531
298
15/01/15 We are very pleased with our doctor who is Dr Harris
6:44PM
ID:
14287634
299
15/01/15 Generally friendly and professional help with initial contact at the surgery
7:30PM
ID:
14288053
300
15/01/15
Excellent Doctors
28. What do you think we do particularly well?
Response Response
Percent
Total
7:51PM
ID:
14288458
301
15/01/15 There are some very good doctors and only one maybe two good receptionists in the practice
8:21PM
ID:
14289528
302
15/01/15
9:33PM Receptionist are friendly and empathetic in an urgent situation
ID:
14292011
303
15/01/15
11:05PM
ID:
14294814
304
16/01/15 Convenient location and an excellent doctor
7:09AM
ID:
14300597
305
16/01/15 Doctors are good and you can generally get an appointment when you need one
9:16AM
ID:
14303676
306
16/01/15 Provide a professional service at the clinic
11:47AM
ID:
14310169
307
16/01/15 service and attention of receiption good doctors very good.
12:00PM
ID:
14310653
308
16/01/15 Once I get to my GP his professionalism is outstanding.
12:43PM
ID:
14312797
309
16/01/15 The availability of practice nurses to cover a lot of medical procedures is a huge plus.
1:47PM
ID:
14315104
310
16/01/15 Face to face consultation with the GP
4:15PM
ID:
14321379
311
16/01/15 Booking in before consultation
4:37PM
ID:
14322071
312
16/01/15 Great doctors and always willing to send for tests and x-rays.
4:36PM
ID:
14322127
Having been a member of this practice for over 30 years I have always found the service I
have received from the doctors I have seen to be excellent on the relatively few ocassions
when I have needed to see my doctor. I have found them considerate and willing to explain
carefully any conditions and to answer my questions thoroughly, but without wasting time. In
my view a superb example of a general practice.
28. What do you think we do particularly well?
Response Response
Percent
Total
313
16/01/15 Friendly staff and excellent doctors
6:05PM
ID:
14324835
314
16/01/15 On two occasions, I have been lucky enough to get an appointment as opposed to "sit &
7:57PM wait". I need that as I look after my grandchildren and cannot afford to sit & wait
ID:
14328612
315
16/01/15 The receptionist staff are generally really kind and helpful. The New TV screen with info and
8:14PM for calling you to your appt is brilliant but I feel that the voice could be more clearer with the
names.
ID:
14329098
316
16/01/15 cannot answer this
8:43PM
ID:
14329662
317
16/01/15 Friendly.
9:45PM Taking care to meet patients' medical needs.
Feeling one is known personally.
ID:
14330861
318
17/01/15 Majority of doctors are very good. I like being able to have blood test without having to go to
9:49AM hospital.
ID:
14336507
319
17/01/15 My Doctor is brilliant
10:22AM
ID:
14336919
320
17/01/15 clinics are always good.
11:18AM
ID:
14337391
321
17/01/15 My doctor's attitude is excellent, even if running late never makes you feel that he is in a
12:16PM hurry.
ID:
14338125
322
17/01/15 I generally manage to get an appointment on the day when I need it for my two children.
2:22PM
ID:
14339550
323
17/01/15 Quality of the doctors
6:21PM
ID:
14341798
324
17/01/15 Compared to friend's surgeries, I think you have much better availability to see a doctor.
6:29PM
ID:
14341843
325
17/01/15
9:54PM
ID:
Appts for children. Excellent. All drs have been very nice.
28. What do you think we do particularly well?
Response Response
Percent
Total
14343414
326
17/01/15 I only ever see my registered GP, Dr Wormley who is excellent and I cannot recommend
11:19PM highly enough.
ID:
14343942
327
18/01/15 Friendliness of staff and doctors
12:51AM Home visits when necessary
ID:
14344345
328
18/01/15 Help to find an appointment that suits the patient as soon as possible. Pleasenty sort out
11:40AM problems or enquiries, especially any urgent problems.
ID:
14347441
329
18/01/15 Excellent treatment of patients - makes them feel as individuals, not another number
2:56PM
ID:
14348776
330
18/01/15 Medical care
2:53PM
ID:
14348893
331
18/01/15 Have a facility for turning up and waiting for an appointment if it is urgent.
7:47PM
ID:
14351469
332
18/01/15 Kindly, helpfull and friendly at the desk at the clinic.
9:31PM
ID:
14352315
333
19/01/15 Maintain an aura of confident efficiency, taking potential problems in your stride and providing
2:01AM solutions. Always helpful and calm.
ID:
14353765
334
19/01/15 extended appt times + emergency appts
12:22PM
ID:
14362999
335
19/01/15 Everything is done to the best of your ability. Affable staff
3:14PM
ID:
14369612
336
19/01/15 Once you get to the surgery everyone is friendly and helpful
5:53PM
ID:
14375689
337
19/01/15 Dr Wormley is an excellent doctor. I do not mind if he is running late as I know that I will be
8:08PM given the time I need in my appointment.
ID:
14377968
338
19/01/15
9:49PM
Great doctors - very professional
28. What do you think we do particularly well?
Response Response
Percent
Total
ID:
14378127
339
19/01/15 All consultations with a variety of the GPs and nurses are good
8:46PM
ID:
14378729
340
20/01/15 We have been looked after by this practice for 30 years, and find it excellent. No gripes!
9:06AM
ID:
14385221
341
20/01/15 Appointment booking, excellent doctor.
10:59AM
ID:
14388717
342
20/01/15 Dr Harris is a first class doctor
12:17PM Nurse warfarin checks are on time and helpful
ID:
14391453
343
20/01/15 I am never rushed in my appointment with the GP. I am always given plenty of time which
12:22PM makes me feel that he/she is giving due consideration. I would rather be a bit late into the
appointment and know that I am being thoroughly assessed.
ID:
14391734
In addition I am happy to see any GP within the practice as I think they are all of a good
standard.
344
20/01/15 The clinicians, whether it be the doctors or nurses
12:34PM
ID:
14392198
345
20/01/15 All the Doctors I have met have been excellent
8:39PM
ID:
14405213
346
20/01/15 Keep my medical records up to date
10:09PM
ID:
14406557
347
21/01/15 I am always able to see a doctor at short notice, even if it is not my own, but often it is!
12:51PM
I rarely have to wait beyond my appointment to time, which is appreciated.
ID:
14418277
348
22/01/15 The quality of Doctots available is excellent both their medical knowledge and their attitude
8:42AM and approach to patient care.
ID:
14437043
349
22/01/15 able to be seen same day if urgent
1:32PM
ID:
14446183
350
22/01/15
6:00PM
ID:
14454058
I have a few chronic illnesses and can always manage to get a 'same day' emergency
appointment with a doctor when necessary. I can always get an appointment to see my own
GP fairly quickly. My GP is brilliant, very caring and understanding and listens to what I have
to say. The GP explains everything to me and never uses the computer, or starts writing,
28. What do you think we do particularly well?
Response Response
Percent
Total
whilst I am explaining the reason I am there. I have seen many of the other doctors at the
surgery too and they are all excellent. All the nurses and reception staff are very courteous
and friendly too. I feel lucky to be a patient at this surgery.
351
22/01/15 Looking after the patients the receptionist are alway polte and try to meet my requirements.
6:17PM The nurses are excellent and I can't praise my doctor enough he is excellent
ID:
14454389
352
22/01/15 Listen to the patient and not get annoyed that i have some knowledge but are prepared to
9:38PM discuss on an equal basis
ID:
14457343
353
23/01/15 Dr Harris is caring and kind and comes through as supportive and helpful. Not the case for
1:42PM some other doctors in the practice.
ID:
14470352
354
24/01/15 Excellent team of doctors and nurses.
7:15PM
ID:
14489694
355
25/01/15 In my experience I have always been able to see my own GP, which I think is very important.
8:33AM I usually only need a routine appointment so don't know how easy it would be in an
emergency.
ID:
14498510
356
25/01/15 Ability to see the Doctor of your choice. Keeping to time. Being referred if necessary.
7:07PM
ID:
14506403
357
26/01/15 always helpful
9:51AM
ID:
14520164
358
26/01/15
12:07PM
ID:
14525462
359
28/01/15 Availability of appointments is much better than expected, compared to friends' experiences
12:30PM elsewhere. Also Dr & Nurse I have come across were fantastic.
ID:
14599234
Having built up a relationship with my doctor for over 20 years I have nothing but praise for
her. She takes the time when necessary to explain and instruct (medication/injections etc) but
doesn't waste time. I prefer to see a doctor who listens to me and my explanation of my
symptoms and should we have a difference of opinion on the way forward is prepared to
discuss and listen to my point of view.
answered
359
skipped
177
29. What do we not do so well?
Response Response
Percent
Total
1
Open-Ended Question
1
13/01/15
100.00%
353
The only thing I don't like is the method of calling you into the doctor. The display can't be
29. What do we not do so well?
Response Response
Percent
Total
5:45PM seen from about half the seats and I hate my name 'up in lights'for all to see.
ID:
14240403
2
13/01/15 Provide an area where you do not here the receptionists talking to and about patients
5:38PM
ID:
14240406
3
13/01/15 Hard to get through on phone however this is a difficult issue to resolve
5:37PM
ID:
14240408
4
13/01/15 Intercom/patient appointment alert system
5:40PM
ID:
14240416
5
13/01/15 Very hard to get an appointment with my GP. Usually have to schedule weeks in advance.
5:36PM You cannot plan to be ill! Have even considered booking an appointment in case I need it but
that would only add to the problem
ID:
14240417
I registered for the online appointment system but could never get it to work (I am good with
computers so am pretty sure it was not down to me!)
6
13/01/15 Receptionists could pay more attention to personal callers rather than those on the phone.
5:37PM Could be more courteous and show more empathy to patients.
ID:
14240419
7
13/01/15 Think generally the practise performs better than other services that I have heard about or
5:43PM experienced - so well done.
ID:
14240429
8
13/01/15 I really dislike the patient screen in the waiting area. Everyone stares at the screen! It is better
5:45PM now that the screen can 'speak'
ID:
14240446 The patient seating area can get quite crowded at times.
I also dislike the 8:00 telephone 'race' for a same day appt. but at the same time, I am grateful
to see my doctor on the same day.
9
13/01/15 Sometimes the waiting time on the phone is too long
5:39PM
ID:
14240447
10
13/01/15 Keep appointment times. Often running late
6:10PM
ID:
14240450
11
13/01/15 I didn't know about extended opening hours. Receptionists tend to be rushed and not always
5:39PM polite
ID:
14240476
12
13/01/15
Phoning on the day at 8.00 for an emergency appointment can be stressful - may have to ring
29. What do we not do so well?
Response Response
Percent
Total
5:42PM many times before getting through because all the lines are busy.
ID:
14240480
13
13/01/15 Telephone welcome message, Timekeeping, car parking, some receptionist manners.
5:56PM
ID:
14240485
14
13/01/15
5:49PM
ID:
14240488
15
13/01/15 The appointments staff seem harassed at times
5:42PM (understandably)
ID:
14240492
16
13/01/15 Perhaps there is not enough privacy when receptionists are on phone to patients making
5:42PM appointments
ID:
14240499
17
13/01/15 Appointments and online prescriptions not getting done quick enough or sent to requested
5:50PM chemist
ID:
14240502
18
13/01/15 Sometimes there is confusion over prescriptions.
5:43PM
ID:
14240504
19
14/01/15 availability of advance booking of appointments quite often over 7 days (I had to attend an
8:56AM 'emergency' slot as I could not book an appointment sooner than 10 days).
ID:
14240516
20
13/01/15 Trying to get an appointment
5:54PM
ID:
14240522
21
13/01/15 Reception staff are not always as welcoming and helpful as they could be. Sometimes you
5:46PM feel as though you are intruding on them whereas you are simply looking to book another
appointment.
ID:
14240537
22
13/01/15 I have tried several times to be signed on to the 'on-line' service and it hasn't worked for a
5:59PM variety of reasons. On the last occasion, my nine year old daughter was able to go on line but
I wasn't! NOT IMPRESSED!
ID:
14240542
23
13/01/15 Not keen on the screen in reception.
5:54PM
ID:
14240547
24
13/01/15 Availability of appointments with our doctor is sometimes not great (because she's so good!).
5:48PM Opening hours of the surgery are not great, eg. longer availability at the weekends would be
helpful.
ID:
14240553
Some receptionists can be dismissive, rude and discourteous no matter how they are
addressed initially - either in person or on the phone. This is not the best first impression of
the practice. They also sometimes give incorrect information on flu jabs etc so perseverance
and patience is required to get the right outcome.
29. What do we not do so well?
Response Response
Percent
Total
25
13/01/15 My 3 year old did not get her flu vaccination and I was not told why. Patient confidentiality
5:48PM could be better in the waiting room. The surgery is always too hot.
ID:
14240562
26
13/01/15 Seating in the waiting room is not co-ordinated with the position of the television screen and
5:52PM the pronunciation of people's names by the automated system is obscure and not easily
understandable.
ID:
14240566
27
13/01/15 Giving information about new procedures eg late opening for those people who do not attend
5:45PM the GP frequently.
ID:
14240577
28
13/01/15 The receptionists seem to be rude and bossy. They never look up when I reach the desk and
5:48PM sometimes carry on a private conversation with their colleagues. Their customer service
needs to be improved.
ID:
14240581
29
13/01/15 Telephone manor is rushed and sometimes feels very unhelpful
5:49PM
ID:
14240584
30
13/01/15 can't think of any.
5:49PM
ID:
14240585
31
13/01/15 Sometimes reception staff are not too helpful.
5:52PM
ID:
14240594
32
13/01/15
5:58PM
ID:
14240595
33
13/01/15 One or two of the receptionists are not always pleasant and helpful. Sometimes difficult to get
5:50PM nurse appointments
ID:
14240601
34
13/01/15 the need to have e-mail communications
5:49PM
ID:
14240607
35
13/01/15 I have a baby and often I need to see a dr on the same day, I always get a same day
5:50PM 'emergency' appointment but I sometimes feel it isn't an emergency, is there a way to offer a
same day appointment without it being an emergency.
ID:
14240611
36
13/01/15
6:06PM
ID:
14240652
Can you set up a system so that carers of elderly patients, subject to the patient's permission
can use the on line prescription renewal system on their behalf when the patient is unable to
visit the surgery or use a computer. It is disturbing for the patient if the carer has to be away
too often to order prescriptions at the surgery if auto renewal at pharmacy is inappropriate.
37
13/01/15
6:18PM
I really do not like the open reception into the waiting room, as there is no privacy. When im
sitting there i can hear all the conversations they have with patients at the desk or on the
Receptionists can be a little condescending when trying to make an appointment asking if it's
an emergency which if it were I would be going directly to A & E. I am sure this is not the
intention but I really don't want to discuss my medical problem with anyone but the doctor.
Also had to wait 40 mins for my son to see the dr at an emergency appt which for him wasn't
good as he was feeling so poorly. Also we were all at greater risk of catching germs from
other patients also waiting.
29. What do we not do so well?
Response Response
Percent
Total
phone. This includes asking them about their conditions, what's wrong with them and they
ID:
14240665 repeat it out loud. I have also observed them sometimes not being too patient with people
who are elderly or have some sort of disability or language barrier. Also conversations
between staff and their private lives as well as about their patients is unprofessional and i
really would like to see this area cordened off all together.
38
13/01/15 booking appointments with the diabetic nurse is very difficult
5:55PM
ID:
14240675
39
13/01/15 Online booking. I failed
5:53PM
ID:
14240693
40
13/01/15 Lack of privacy when talking to the receptionists when in the waiting room and also when on
6:02PM the phone - you can hear all conversations with anyone and the receptionists whether they
are on the phone or in the waiting room including patients names and conditions
ID:
14240699
your availability of appointments for urgent and non urgent cases for people who work is
hopeless as is trying to get an appointment with the nurse for an injection etc. etc. out of
normal working hours
not everyone is able to or wants to take a days holiday to have an injection or just to see the
doctor because their ear is blocked or their arm is itching or they have a bad bout of hayfever
41
13/01/15
5:57PM
ID:
14240710
I have been trying to register to get online repeats and have had to give up as emails don't
come through to allow this registration and no one seems to care, despite many requests.
Its really annoying and time consuming having to drop repeats in.
I found the booking system difficult to understand, no one explained but expected me to
understand the procedure without explaining and the receptionists generally not that helpful
and the office manager abrupt!
42
13/01/15 Nothing I can think of. Please keep doing what you're doing!
5:56PM
ID:
14240721
43
13/01/15 online appointments seem to be available only in a week's time
5:59PM
ID:
14240734
44
13/01/15 No comment
5:56PM
ID:
14240738
45
13/01/15
6:05PM
ID:
14240749
46
13/01/15 Handling repeat prescriptiona via the internet service.
6:03PM Items ordered are sometimes omitted in particular if they are requested in the section where
messages can be placed
ID:
14240761
47
13/01/15 Online repeat prescription service not always efficient. If doctor forgets to sign it, chemist
6:08PM won't accept faxed copy which causes delay and inconvenience to patient
ID:
14240770
Reception is poor, it is sometimes very difficult to make an appointment. The last time I saw
the nurse she had a number of time slots available when reception had told me that none
were available. The television screen which advises when the doctor/nurse is ready to see
you is only visable from about 60% of waiting area so some patients don't know the
doctor/nurse is ready to see them.
29. What do we not do so well?
Response Response
Percent
Total
48
13/01/15 The staff are harassed because there are two many customers and callers for the number of
6:04PM staff making them grumpy Staff not the customers!
ID:
14240782
49
13/01/15
6:05PM
ID:
14240799
50
13/01/15 Not noticed anything.
6:04PM
ID:
14240806
51
13/01/15 We normally have to wait a long time in reception even though we turn up perfectly on time.
6:03PM
ID:
14240813
52
13/01/15 Being able to book an appointment on the day. I prefer being able to ring at 8 and get an
6:03PM appointment the same day.
ID:
14240818
53
13/01/15
6:10PM
ID:
14240829
54
13/01/15 Receptionists sometimes not up to speed
6:10PM
Tv in reception cannot be seen in present seating arrangement. Names incorrectly
ID:
14240855 pronounced although can be recognised
55
13/01/15 Names being called out for the doctor.
6:06PM
ID:
14240858
56
13/01/15 Some of reception staff can be abrupt
6:07PM
ID:
14240859
57
13/01/15 I felt that my annual respiratory check was not as good as before. Being given a
6:13PM questionnaire to complete in reception rather than discuss with the nurse was a surprise.
ID:
14240881
58
13/01/15 Computerised check in doesn't always work
6:09PM
ID:
14240897
59
13/01/15
6:17PM
ID:
14240903
Too long to wait for advance appointments - 1 and a half to 2 weeks! This puts too many
conditions into the emergency need to seen today category. Could wait a day or two but not
that long. Receptionists on the phone come across very abrupt and uncurteous, I prefer to
book appointments online to avoid this.
Appointment organisation. There are not enough appointments to be had on the day and the
receptionist always asks what the appointment is about when it should be confidential.
Children will always be seen but at the come and wait appointment which is very inconvenient
and keeps them out of school for longer if it is not an infectious illness.
Appointments and ordering repeat prescriptions. Takes too long to answer the phone then
usually fully booked. Repeat prescriptions and any other correspondence has to be done in
person or letter, not conducive to working life. There are so many things that can be done like
email and secure online forms, etc but the surgery seems uninterested in changing. I hate to
say it but 90% of my experience has been with reception staff who are often rude, impatient
and unsupportive.
Also, dealing with delays, see below.
29. What do we not do so well?
Response Response
Percent
Total
60
13/01/15 None.
6:18PM
ID:
14240934
61
13/01/15 Nothing
6:15PM
ID:
14240945
62
13/01/15 I work full time and could do with more out of hours availability or on-the-day appointment
6:12PM availability. That said, I've rarely not been able to see someone when it's been required.
ID:
14240946
63
13/01/15
6:19PM
ID:
14240947
64
13/01/15 Confusion as where to stand when you want to speak to a receptionist - which side of the
6:16PM door? Lack of privacy when speaking to receptionist
ID:
14240949
65
13/01/15 The reception staff in general is incredibly rude. I always feel like it is such an inconvenience
6:21PM for them to answer the phone, do any admin or speak to patients. Also there is no privacy at
appointment desk so the whole surgery will hear what you are being treated for.
ID:
14241057
66
13/01/15 Opening hours
6:21PM
ID:
14241058
67
13/01/15 Some of the receptionists used to be quite rude and offhand, but in recent years, this is much
6:31PM less evident, indeed may have disappeared.
ID:
14241090
68
13/01/15
6:29PM
ID:
14241105
69
13/01/15 N/A
6:35PM
ID:
14241115
70
13/01/15 Don't know.
6:31PM
ID:
14241136
71
13/01/15 The reception staff can be a little busy and distracted. But it's a minor point n
6:29PM
ID:
14241172
72
13/01/15
opening hours - need to be open at weekends and bank Hols as per other services-all GPs
nationally need to move with the times - patients do actually get ill at weekends and bank
holidays !
could do with drop in sessions for weight/diet
GPs nationally need to give after cares for illnesses like stroke, heart attacks and cancer
patients are 'dropped' not knowing how to cope after the event.
Reception area - no privacy when personal questions are being asked or replied to.
Repeat prescriptions often are not forwarded to pharmacy of choice on day agreed.
When booking an appointment for the same day, the receptionist asks personal questions
about why the appointment is needed; I do not wish to discuss my illness with a receptionist.
This is an intrusion of my privacy and the doctor-patient confidentiality.
Everthing
29. What do we not do so well?
Response Response
Percent
Total
6:31PM
ID:
14241179
73
13/01/15 Saturday , more late opening
6:30PM
ID:
14241183
74
13/01/15
6:51PM
ID:
14241186
Overuse of receptionists as gate keepers - I don't want to tell the receptionist why I want an
appointment.
My son in his 20s NEVER had a single consultation in the 5 years he lived in Epsom. When
he had serious eye problems probably arising primarily from an allergy. He was sent home
from work having never had a sick day before.... He really needed advice / referral.
Pharmacist persuaded him to make an appt with GP. Then the receptioist asked for his
symptoms which he probably did not communicate very well... and receptioist told him he
shouldn't bother the doctor with those symptoms. He did not get an appointment and he is
even less inclined to seek help when he should now. He will probably only use private health
in future and that not as frequent,y as he should... but I believe NHS would and should serve
him better. This was an example of very bad practice.
Husband and I are extremely tech savvy but neither of us can make online bookings work and
have given up on it. We registered on two occasions but could not validate / gain access to
the system. You need to get your IT staff To check / update your security certificates as our
computers think you are not to be trusted and we have to over ride that to use your website.
75
13/01/15 Appointments should be more available, Questioning by the receptionist sometimes is very
6:37PM personal concidering they are not medicaly trained.
ID:
14241218
76
13/01/15 Nothing identified
6:46PM
ID:
14241255
77
13/01/15 Appointment machine never works.
6:44PM
ID:
14241258
78
13/01/15
6:43PM
ID:
14241298
79
13/01/15 We will in future use the online services but we didn't know about them as there had been no
6:50PM promotional or information sent out or highlighted to us.
ID:
14241321
80
13/01/15 Understanding the patients need and requirements.
6:43PM
ID:
14241324
81
13/01/15 Online appointments. Gave up trying this method. Never any there.
6:41PM
ID:
14241325
A very untidy waiting room,out of date posters. And displayed messily ,seats could do with
replacing
I do not like the television announcing my name much preferred the old system
Paper notices stuck up advising where the various Surgeries are ,
Looks unprofessional ,
In all a very depressing welcome, does not inspire confidence in the Practice, patients and
?Doctors deserve more.
29. What do we not do so well?
Response Response
Percent
Total
82
13/01/15
6:54PM
ID:
14241346
Total opposite of the doctors: the receptionists attitude, administration skills and general
competence are just awful and need distinct improvement. They ignore people when they are
in front of them, are curt and generally unhelpful. It is NOT a good experience dealing with
them, they have missed prescriptions etc with no sign of an apology - they need a course(s)
on customer service!
83
13/01/15 It's hard to sit in a position in the waiting area where you can see the screen that shows your
6:52PM name when you are called, and I am worried about missing it. I preferred it when my name
was called out.
ID:
14241371
84
13/01/15 I think the open plan format of reception is difficult when a private discussion is necessary. I
6:54PM also don't like overhearing the phone conversations between staff and patients when waiting
for my appointment.
ID:
14241385
85
13/01/15 The ineractive screen that records that you are at the Surgery for your appointment, has been
6:53PM out of action several times. It would be nice if it were less inactive
ID:
14241434
86
13/01/15
7:03PM
ID:
14241438
87
13/01/15 The receptionists are poor - not customer-facing. You can stand in front of the desk & be
7:05PM ignored for far too long. The patient should be the focus of the receptionists attentions - not
some back office administration that can be done later.
ID:
14241467
There is a lack of flexibility in the nursing support services, requiring patients to go home and
revisit for blood tests etc instead of being able to get immediate attention following a
consultation with the doctor. This delays diagnosis and places an unnecessary burden on the
patient. Not many years ago doctors would provide such services directly as part of the
consultation. Division into separate disciplines make life far more difficult fo patients.
Getting an appointment on the day is is far too difficult. Do you really expect people to be able
to predict when they will be ill days in advance?
88
13/01/15 lack of confidentiality in reception area
7:00PM
ID:
14241481
89
13/01/15 The waiting room is way too hot. I'm sure there are people who feel the cold more than me so
8:58PM it would be interesting to see what they say, but I hope it could be turned down a couple of
degrees.
ID:
14241514
90
13/01/15
7:04PM
ID:
14241518
91
13/01/15 It is sometimes hard to get appointments
6:59PM
ID:
14241528
92
13/01/15 I have today 13/01/15 received a letter from Charter healthcare saying that that they have not
7:09PM received a prescription from my GP for an order that I placed on 31/01/15. I will have to get in
touch with surgery tomorrow as I am getting worryingly low on supplies.
ID:
14241553
93
13/01/15 Sometimes prescriptions haven't been sent through to the requested pharmacy.
7:07PM
ID:
14241605
Catering for people with full time jobs. The system seems archaic in this day and age! Lack of
the use of email, relying on faxes and the post is embarrassing. Getting my prescription does
not work for me under current options and restrictive opening times also is difficult and not
patient friendly compared with other surgeries
29. What do we not do so well?
Response Response
Percent
Total
94
13/01/15
7:14PM
ID:
14241699
On the phone bad attitude of reception staff.
Having to wait for over 2 weeks to see my doctor, you don,t seem to appreciate people who
work and who can not just take time off to see a doctor!, when they have only one day off a
week, and work long hours.
95
13/01/15
7:24PM
ID:
14241747
The quality of reception staff is very variable in quality. Nobody is disasterous and I
understand they try to 'protect' the Drs as time is precious. I also see the expectations made
upon them and understand that as front line staff they are considerable. I just think that
perhaps, if a quick system could be found, by looking at a patients attendance you can see
when somebody needs an emergency appointment without the full grilling! That said I was
amazed that 4 names called before mine did not go into see the Dr before me, keeping those
who did turn up waiting for over 20, mins. So I saw time wasting first hand both for Dr and
patient. Frustrating all around.
I also think you could improve travel advice. For regular travellers I think a different level of
conversation is needed.
96
13/01/15 Time keeping
7:16PM Appointments by phone
ID:
14241759
97
13/01/15 waiting times.
7:15PM
ID:
14241779
98
13/01/15 Provide appointments on the day.
7:18PM
ID:
14241787
99
13/01/15
7:29PM
ID:
14241815
100
13/01/15 See below.
7:28PM
ID:
14241821
101
13/01/15 V difficult to get through on phone and limited appts, have not tried online yet
7:23PM
ID:
14241852
102
13/01/15 Reception area,could be improved with possibly more privacy.
7:29PM
ID:
14241865
103
13/01/15 Nurse appointments could be more easily available although I personally have not been
7:40PM disadvantaged,
ID:
14241902
104
13/01/15 Normally my visits to the Centre are for blood tests only i.e.Warfarin Monitoring. It would be
7:27PM convenient to be able to book these visits on line.
ID:
14241907
105
13/01/15
7:27PM
Basics such as audible/visible alert that doctor is ready to see you (improved lately I think).
Receptionists could explain things better and make eye contact while you are hovering to get
somebody's attention. I do everything I can online, but I hear receptionists being a bit offhand
to others when I'm waiting in reception. Not clear where reception is, as it could be the bit
where prescriptions are collected, but no signage - could confuse new patients.
Getting appointments in the morning can be difficult. Sometimes receptionists could be a bit
more organised.
29. What do we not do so well?
Response Response
Percent
Total
ID:
14241916
106
13/01/15 Waiting times can be long, the electronic notifications are not good.
7:29PM
ID:
14241943
107
13/01/15 It can be worrying when you know you need to get a same day appointment, but you know
7:30PM there are many other people wanting the same thing!
ID:
14241950
108
14/01/15 Television screen is not visible from all seating positions, possibly two are needed due to
8:41AM seating arrangements.
ID:
14241961
109
13/01/15 Living abroad and only home for a few weeks a few times a year, it isn't very easy to get an
8:58PM appointment when I get sick siddenly at home. Otherwise, the practise is excellent.
ID:
14241967
110
13/01/15 New patient notification (to go in to see the GP) signs.
7:35PM
ID:
14241999
111
13/01/15
7:39PM
ID:
14242004
112
13/01/15 Sometimes it is hard to get an appointment with my own doctor when the problem isn't urgent
7:38PM but I can't wait two or moreweeks for a non-urgent appointment.
ID:
14242010
113
13/01/15 Always helpful
7:36PM
ID:
14242031
114
13/01/15
7:52PM
ID:
14242059
115
13/01/15 Use of technology for consultations ie telephone and video
7:53PM
ID:
14242092
116
13/01/15 nothing
7:42PM
ID:
14242105
117
13/01/15
The receptionist team are generally cold, disinterested and would seem to not wish to help
the patient.
I do not waste the doctor's time and do not wish any symptom to be broadcast to the
surgery's waiting area; a number of the receptionist team should be removed from their duties
without notice - and found duties that better suit their impersonal demeanour. When waiting
and I hear the receptionists speaking either by telephone or face to face with patients I wince
- it really is that bad.
Reception could be improved:
- computer screen for arrivals is often out of order
- some receptionists are rude over the phone
- confidential discussions can be overheard by everyone in the waiting room
- waiting room can be too hot and stuffy, a girl passed out one time while I was in the waiting
room as reception switched off the air conditioning during summer
The checking in screen is rarely used and there is usually a queue of people waiting - a
29. What do we not do so well?
Response Response
Percent
Total
7:57PM couple of times when I have used the screen check in, it hasn't worked properly so I think this
puts people off. The reception seems to be well staffed but it actually makes the waiting area
ID:
14242167 noisy - not just usual phone call and appointment line noise. I have seen people ignored in
person and also on calls while people chat which is a shame. I absolutely understand it's nice
to have a chat at work with friends but it's sometimes quite loud and I think it frustrates people
waiting as usually they have had trouble getting the appointment in the first place and it gives
the impression people aren't working, which I'm sure is not the case. I completely understand
how busy it must be for staff as there is a constant stream of calls and and people and
requests.
118
13/01/15 Keeping noisy n rowdy kids quiet or at least say something to distract them
9:40PM
ID:
14242170
119
13/01/15 TV screen in reception is not easily seen from many of the seats.
7:49PM
ID:
14242189
120
13/01/15 have enough appointments on the day
7:52PM
ID:
14242219
121
13/01/15 One of the receptionist staff can come across as being patronising and disinterested over the
7:57PM phone.
ID:
14242294
122
13/01/15 It would be great if front of staff team could be a little friendlier
7:59PM
ID:
14242331
123
13/01/15 Prescription repeats are very slow.
8:03PM Feel GP I am signed up to a bit patronising.
Not very friendly practice as a general feel.
ID:
14242369
124
13/01/15 Online appointment booking never works, and I am very computer literate.
8:09PM Calling in at 8 am is impossible.
ID:
14242418
125
13/01/15 Fasting blood tests - long waiting list
8:10PM
ID:
14242424
126
13/01/15 You need to move to the 21st Century and allow communication by email/sms. Who has a fax
8:13PM machine these days??
ID:
14242435 You also need to have the flexibilty to offer appointment to people who work by offering
appointments in the early morning and evening. It is unreasonable to expect people to take a
half day just to see their GP
127
13/01/15 no complaints
8:12PM
ID:
14242437
128
13/01/15
8:15PM
I find the receptionists unfriendly. They often fail to acknowledge patients and level of
customer service has significant room for improvement.
29. What do we not do so well?
Response Response
Percent
Total
ID:
14242514
129
13/01/15 Include all tests at one appointment
8:18PM
ID:
14242538
130
13/01/15 COMPARE THE SURVEY & FIND OUT
8:22PM
ID:
14242556
131
13/01/15 Reception area is not very inviting: TV screen is not in the best place and I hate it
8:18PM anyway....very impersonal
ID:
14242572
132
13/01/15 The waiting room facilities, see below
8:37PM
ID:
14242639
133
13/01/15 Making advanced appointments, of any kind, that suit the hours of my teaching.
8:23PM
ID:
14242654
134
13/01/15
8:27PM
ID:
14242662
Often delays, which is ok but to be honest general perception is the reception staff are
generally stern looking, and not proactive in advising of delays. I have to keep asking; they
seem surprised I have to ask (no idea that perhaps my car is in the car park with a ticket that
may run out)
135
13/01/15
8:40PM
ID:
14242675
Hate the fact that everyone in the waiting room can hear all conversations with receptionists,
what happened to privacy & dignity, bad design of reception in an otherwise pleasant
environment.
If you are not a regular attendee to the practice you have no idea when things change, if I did
not have an elderly relative who is aware of hours of operation, and when new services
introduced, I would not know.
Receptionists are brusk and not customer friendly.
Need to inform those using services infrequently of procedures, not assume everyone knows.
136
13/01/15
8:32PM
ID:
14242685
If you want to book a non urgent appt then you often have to wait a long time as can only see
your doctor - in my mind one of the benefits of being a patient at a large practice would be
that there are more drs to be able to see but this is not the case at Derby Medical Centre as
you are tied in to your allocated dr.
There have been a number of instances where I have wanted to see a dr for something that is
not an emergency - but is also not something that I want to wait 1 week with before seeing a
dr.
So I think you are good at on the day appointments and far in the future ones - but for ones in
the next day or so it is very difficult.
137
13/01/15 More flexible ways of communicating with the drs without the necessity of a face to face
8:29PM appointment
ID:
14242701
138
13/01/15 Difficult to get through on the telephone. I tried calling at 8am and it took me 25 minutes and
8:34PM over a hundred callbacks before I got through and I am not exaggerating.
ID:
14242711 Dr Floyd is always running at least 20 minutes plus late.
The receptionists look down on everyone especially the practice manger who can be quite
rude.
29. What do we not do so well?
Response Response
Percent
Total
139
13/01/15 Sometimes the receptionists are abrupt
8:36PM
ID:
14242811
140
13/01/15 Many times we need to wait in long que in reception with only one person in reception.
8:44PM
ID:
14242821
141
13/01/15
8:48PM
ID:
14242843
142
13/01/15 Everything very satisfactory.
8:42PM
ID:
14242848
143
13/01/15
8:50PM
ID:
14242852
144
13/01/15 In previous years getting an appointment either on the day or at a suitable time in the future
9:08PM has been a frustrating experience with long waits on the phone & few options. For advanced
bookings the online system has been a massive improvement - but urgent ones remain tricky.
ID:
14242873
At the beginning of this winter I booked for my daughters to have a flu jab, having seen it
recommended in the newspaper. I phoned to check if that would be ok. On the day of the apt
I waited 40 minutes and then the nurse told me they were not eligible for the jab. It was a
waste of my time & a waste of 1 of your appointments.
I get VERY stressed when I have to ring at 8 am to get to see the doctor the same day.It is an
emergency when I need a same day appointment otherwise I would not ring.
Trying to get through the receptionist is very difficult.
Why do we have to tell HER what's wrong ,it's personal and she can be very intimidating
It is very unsatisfactory
Everything about the reception area and waiting room is awful. Every word said is overheard
by the entire waiting room, where the lighting is horrible, ventilation lacking & the
tannoy/patient screens inadequate. It's badly designed (probably for the staff as well as
patients).
145
13/01/15
8:59PM
ID:
14243018
Trying to get through the receptionist to get an appoinment is very difficult,she seems to be
the person who decides if you can see the doctor.it is NOT up to her ,it can be a serious
ailment .who is she to decide?
She can come across to be very uncaring
146
13/01/15
9:19PM
ID:
14243089
Hard to see TV screen and understand the voice speaking when you are not in view.
Sometimes difficult to see a doctor in a non-urgent manner and often have to wait over a
week. I would like to see a doctor within a couple of days as I do not always present with an
urgent case but still feel unwell enough to see a doctor as soon as possible.
147
13/01/15
9:21PM
ID:
14243118
The receptionists should not be giving health care advice to patients. The confidentiality when
they take phone calls in front of patients within earshot in the waiting room also gives out
sensitive information about patients. They also chat amongst themselves. The Internet
appointments do not seem to exist and the prescription request on the Internet does not work
as previous ones are not in putted such as my sons certirizine and all my husbands
drugs.There is no email contact for the practise, reliance on faxing is not great. Trying to get
through when the telephone lines open is very time consuming. You need a credit card reader
for taking payments for things such as vacinations which may be quite costly. When you do
make requests for prescriptions to be sent to Sainsburys they often do not get sent without
being chased.
148
13/01/15 Sometimes and I have experienced it more so than once certain members of reception can
9:18PM be rude the majority are very nice and friendly but others have been quite rude to me and I
have heard them speaking rude to patients when I have been waiting for my appointment too.
ID:
14243133
149
13/01/15
9:09PM
ID:
Extremely hard to get an appointment. You often can't get one for two weeks if you book
online but even if you phone at 8am you cannot get one on the day either. I've had to pretend
to have an emergency just to get an appointment.
29. What do we not do so well?
Response Response
Percent
Total
14243143
150
13/01/15 no comment
9:18PM
ID:
14243203
151
13/01/15 It is less easy to make an appointment since the changes were made
9:17PM
ID:
14243212
152
13/01/15 Receptionists are sometimes rude and abrupt. But to be fair just a few of them.
9:19PM
ID:
14243227
153
13/01/15 Was aware that on the Monday Evening Surgery i attended there was only 1 member of staff
9:28PM on reception this was not sufficient to manage - continual door buzzer/make
appointments/take money for inoculations.
ID:
14243234
154
13/01/15 IT
9:21PM
ID:
14243263
155
13/01/15 Feel like a number when in reception area. Reception staff sometimes not that friendly. They
9:42PM could smile a bit more.
ID:
14243313
156
13/01/15 not able to get t a non urgent appointment in the same week.
9:27PM
ID:
14243354
157
13/01/15 Getting an emergency appointment is not always easy.
9:29PM Phone system sometimes requires a long wait.
None of the above are a major problem.
ID:
14243393
158
14/01/15
11:34AM
ID:
14243450
159
13/01/15 Certain receptionists can be rude/short on the phone. many a time in reception I have
9:42PM overheard them shouting down the phone at patients and getting impatient with them- not
ideal when you are feeling ill!
ID:
14243458
160
13/01/15 Receptionists are rude, abrupt and not helpful.
9:53PM
ID:
14243649
161
13/01/15 Same day appointments more difficult to obtain since new system introduced.
10:06PM
ID:
14243727
162
13/01/15
9:57PM
Meet and greet.
Ghastly patient calling system, always wondering when you turn away if you have missed
your name.
Unimpressed by signing in computer.
n/a
29. What do we not do so well?
Response Response
Percent
Total
ID:
14243758
163
13/01/15 Prioritisation of patients in drop in clinics - people with younger children should be seen
10:14PM before adults except where medical condition of adult more urgent
ID:
14243890
164
13/01/15 Waiting area far too hot and lacks air circulation. Receptionists sometimes ask inappropriate
10:24PM questions eg is it an emergency? Very long wait to get nurse's appointment for blood test had to get GP to do it (for my daughter).
ID:
14243927
165
13/01/15
10:52PM
ID:
14244038
166
13/01/15 Ensure appointments are available in a reasonable amount of time after contacting you.
10:35PM
ID:
14244096
167
13/01/15 Privacy when in reception sometimes receptionist discuss calls in front of waiting patients with
10:43PM their colleagues. The announcement system cannot pronounce many names properly Nd
goes off the screen too quickly only announced once.
ID:
14244126
168
13/01/15
11:08PM
ID:
14244193
The previous day both the computer screen and the receptionist told me that I was late for my
appointment even though I was 5 min early, which was confirmed by the nurse when I saw
her. This made me feel as if I was causing a problem for the nurse so I was extremely
flustered when the nurse took my blood pressure and so it was extremely high. While waiting
for the doctor later in the day an elderly lady had a similar experience. In both cases I felt the
receptionist could have looked into what had happened rather than making us feel that we
were in the wrong and would have to come back another day.
169
13/01/15
11:16PM
ID:
14244243
It is almost impossible to get past reception staff, they very rarely listen to what is being said
and do little to help. My son was very poorly and was admitted to hospital for emergency
operation. As he was at university he was a temporary patient and was told he would need
dressing changed daily by his GP. The receptionist said he could not have an appointment
with the nurse as they fully booked and said there was nothing she could do cos he was not
registered. Thankfully another local surgery were prepared to help despite not ever being
registered there and being fully booked themselves Receptionist listen to our problem and
spoke to the nurse and they squeezed him in. We felt totally let down by the surgery my son
has been a patient for his whole life and the receptionist did not care, in fact she was quite
rude. It was a stressful time and the receptionist made it worse. Had we been allowed to talk
to medical staff I sure this woul have been a different story.
170
13/01/15 Appts with own GP may not be available for one or two weeks.
11:18PM Patients sometimes have to wait 20 minutes or more when attending booked appointments.
ID:
14244246
171
13/01/15 Nurse appointments..
11:33PM
ID:
14244500
172
13/01/15
11:20PM
ID:
14244512
Repeat prescriptions sometimes go very wrong - incomplete, not sent to pharmacy. This is
problematic if you are elderly or managing a chronic illness and taking a lot of medication as it
can mean an extra trip to the surgery to sort out. Also getting the prescription turned around
often takes longer than the published time which can mean wasted journeys to collect from
pharmacy.
Difficult to find availability for appointments online. Can't find anything, but then I call and
there is an appointment available.
The online facility also says phone consultations are available, but then there is no
availability. Sometimes you just need to ask the doctor a question and don't need to take the
time to come in for an appointment.
29. What do we not do so well?
Response Response
Percent
Total
173
13/01/15 Bedside manner and caring
11:21PM
ID:
14244537
174
13/01/15 Answer the telephone, I've been trying to get through a number of times, listening to some
11:25PM female telling me there's one person ahead yet it's still taken 20 minutes to speak to someone
ID:
14244555
175
13/01/15 do not like the new automated vopice system as it
11:36PM misprounces names and is hard to understand
ID:
14244621
176
13/01/15
11:56PM
ID:
14244704
177
13/01/15 It is very difficult to get an appointment, whether in advance or on the day. I had a non urgent
11:50PM issue I wanted an appointment for weeks in advance, and after a couple of attempts I just
gave up because of lack of availability, and I still have the issue.
ID:
14244727
178
13/01/15 Receptionists are so busy that unfortunately I think this has an impact on their approach to
11:59PM patients. When calling for an appointment I have been asked before by them why I want to
see a GP which I don't think is appropriate.
ID:
14244755
179
14/01/15 Trying to get an appointment for a fairly urgent (but not must be seen that day) condition
5:28AM within 2 or 3 days is near impossible
Later opening hours or a Saturday.
ID:
14246145
180
14/01/15 Receptionists can be somewhat abrupt. Sometimes have to wait quite a while to be seen.
6:09AM Could not always see my prem grandson until the end of the day in a sit and wait appointment
- he can get poorly very quickly
ID:
14246391
181
14/01/15 Reception staff attitude/ understanding on phone.
6:49AM Is the question 'is it an emergency?' any use? What is the definition? Some people say yes
regardless/ some say no when they should be seen!
ID:
14246623
182
14/01/15 Option for email contact with doctor would be helpful though this could be abused!
6:57AM
ID:
14246697
183
14/01/15 Appointments when required
7:21AM
ID:
14246833
184
14/01/15
7:58AM
ID:
14247067
Phone system is awful. Get cut off 9 times out of 10. Hate the changes to appointment
system.
Although a registered carer, I was refused a doctor to come out to my disabled daughter in
December 2013, had to call an ambulance and she ended up in hospital for 10 days. Was
told I could bring her, in a dazed state, with chronic diarrhoea into the surgery. Not by my
doctor, but by reception.
The bookings system is terrible. I dread having to battle at 8am for an appointment. You need
two phones calling concurrently to be in with a chance. YOu can't ever book for a next day
non-urgent appointment. The concern of 'urgent' is unclear. I would say urgent is one step
away from A&E but the receptionist told me recently that if you think you need antibiotcs then
that is urgent. Either you lie and say its urgent or you can't book any appointment. It needs rethinking, with some kind of penalty for failure to turn up.
29. What do we not do so well?
Response Response
Percent
Total
The online system I gave up on as they never had any advance appointments with my doctor.
185
14/01/15 I think the television screen a good idea but not for anyone who can't read or understand
7:57AM English very well
ID:
14247176
186
14/01/15 FOH could stop talking about difficult callers in front of patients
8:15AM
ID:
14247401
187
14/01/15 Punctuality.
8:37AM
ID:
14247518
188
14/01/15 booking practices
8:30AM
ID:
14247583
189
14/01/15 There has not been an occasion that has warranted criticism .
8:46AM
ID:
14247648
190
14/01/15 Patients sit too closely together.
8:37AM
Doors should be automatic so that germs from dirty hands are not transferred
ID:
14247658
191
14/01/15 TV screen often not working, terrible accent of person on screen when names are announced
8:40AM that can not be understood by all. The seating and screen location are mismatched so you
can not always see the screen. More seats in a better layout and a second screen.
ID:
14247673
192
14/01/15 Too long a wait for an appointment, regularly over a week.
8:49AM
ID:
14247818
193
14/01/15 Receptionists telephone conversations with patients on telephone can be heard.
9:01AM
ID:
14248093
194
14/01/15 Attitude of receptionists on the phone when trying to book an appointment. Not all of us are
9:03AM time wasters and I don't appreciate being given such a hard time when I need an
appointment.
ID:
14248167
Rarely have I been called into an appointment on time.
195
14/01/15 Availability of nurses. When I needed my ear syringed it was going to take about 3 weeks
9:12AM before a nurse could see me. I accept this was when the practice was operating with one
nurse below normal capacity. In the end I had to pay privately to get this done.
ID:
14248274
196
14/01/15
9:09AM
ID:
sometimes a little slow with the repeat presciptions
29. What do we not do so well?
Response Response
Percent
Total
14248327
197
14/01/15 Receptionists can sometimes be downright rude, and I often wonder why they would choose
9:26AM to be in the business of health care, when they seem to care so little for people.
ID:
14248583
198
14/01/15 praxis tv system needs improved heuristics software
9:23AM
ID:
14248624
199
14/01/15 The position of the announcement television is not easy for everyone to see, no matter where
9:30AM it is placed.
ID:
14248678
200
14/01/15 Sometimes difficult to book online appointments for that week.
9:27AM
ID:
14248736
201
14/01/15 Staff more happy to talk amongst themselves. A lot of time wasted by not linking different
9:32AM aspects of care - blood tests, etc. Splitting routine appointments from current sickness. Seven
day cover. More joining up with other surgeries in the area. More prevention than reaction.
ID:
14248769
202
14/01/15 Joined-up communication between doctors, clinics, nurses, receptionists, etc. - notes are not
9:48AM necessarily comprehensive enough for everyone to understand everyone else's thinking; time
is clearly a scarce resource.
ID:
14249142
I think you could push / promote the online system more, too (the phones are still SO busy). I
am very willing to do things like this, but I confess that I don't, because it was complicated to
get a login and now I don't remember what it was. Old habits die hard...
203
14/01/15
9:51AM
ID:
14249189
You seem to have too many patients!! Needed a referral for my back but in receptionists eyes
it wasn't important and could see doctor for for a week! I couldn't walk and needed physio. I
even offered to be seen by any other doctor. Again when my son needed to seen we had to
wait a week. Do we need to start lying about the urgency just to get to see someone????
Absolutely dreadful these days. However, I am happy with my GP himself.
Ladies on the phone could try to be bit friendlier.
204
14/01/15 Trying to cope with the increasing number of patients in the Epsom area.
9:42AM
ID:
14249202
205
14/01/15 Regular 6 monthly checks, the appointment letters are often sent out after the 6 month period
9:42AM has elapsed
ID:
14249218
206
14/01/15 did not help when I talk about potential metal issue that I have experience
9:58AM
ID:
14250020
207
14/01/15 Answers are based on seeing Dr Floyd, felt rushed and felt she didn't listen to all ailments.
10:00AM
Receptionists very hormonal/up and down. Some days they are absolutely lovely, friendly etc.
ID:
14250124 Others you feel like you are a burden to them, they are not approachable or welcoming at
times either
208
14/01/15
Frequently unable to see your own doctor at short notice. Lack of confidentiality among
29. What do we not do so well?
Response Response
Percent
Total
10:12AM reception staff who can often be heard talking about patients
ID:
14250352
209
14/01/15
10:28AM
ID:
14250597
Answering the phone for urgent appointments in the morning.
I wrote a letter to the doctor detailing the dates and times for a blood test and the follow up
consultation and yet I got a letter in the post requesting that a make an appointment for the
consultation; this lack of efficiency costs money and time better spent on health care.
210
14/01/15 N/A
10:11AM
ID:
14250674
211
14/01/15 I don't like the voice on the TV screen who finds it difficult to pronounce names correctly. I
10:24AM realise it is computer generated but annoying!!!
ID:
14250888
212
14/01/15 Getting appointments to see the doctor of your choice
10:30AM
ID:
14250904
213
14/01/15 When I tried to book an appointment for my husband for the following day I was unable to get
10:29AM a pre-bookable appointment with any doctor until the following week. (His own GP was on
leave and I was told that there was no doctor covering).
ID:
14251101
214
14/01/15 All has been efficient
10:33AM
ID:
14251115
215
14/01/15 Appointment bookings.
10:27AM
ID:
14251130
216
14/01/15 The registration for online access is painful. I have tried twice but because I have to go in to
10:30AM do it and then register within a timeframe, I have missed my timeframe because I got
distracted by the time I got home. There must be an easier but no less secure way.
ID:
14251157
217
14/01/15 privacy at reception
10:48AM
ID:
14251710
218
14/01/15 When phoning for a same day appointment at 8 am I normally have to redial for up to 10-15
10:59AM minutes. A longer telephone queue would be helpful with music or something while holding.
While holding on your booking line now it is so quite I often worry that I have been cut off.
ID:
14252108
219
14/01/15
11:09AM
ID:
14252434
The reception service at this practice is utterly appalling, the worst I have ever come across.
The receptionists are rude, unhelpful and unwelcoming. They are either under trained,
unmotivated or both and I think they seem their role as a block to patient requests (to reduce
workload on the surgery) as opposed to someone who can actually provide solutions.
Everything takes too long, e.g. waiting to speak with someone at reception, getting an
appointment, hoping to speak to the right doctor on the phone, trying to get basic information
such as medical records.
220
14/01/15
11:13AM
Confidentiality issues with the television screen and names displayed. Could that be improved
by issuing some number system rather than names? Not sure?
29. What do we not do so well?
Response Response
Percent
Total
ID:
14252562
221
14/01/15 Telephone waiting times.
11:15AM
ID:
14252626
222
14/01/15 The reception area is okay, the seating is not very comfortable and some places you can't
12:04PM see the screen for appointment calling.
ID:
14253054 It is not very private for patients when talking to the reception staff. I still haven't quite worked
out what the two reception desks are for? Perhaps some sign age / desk signs would make it
a bit more friendly and help know what the desks are for. (It would save the staff having to
repeatedly explain?).
It can be difficult to get appointments by phone, especially for an advance appointment although on-line has eased this to an extent.
There have been occasions when reception staff make you feel a nuisance - I do understand
it can be a challenging role and times patients may be rude or impolite, but just sharing my
limited experience (as we don't often need to come to the surgery).
223
14/01/15 The one or two receptionists are aloof and very abrupt I know some other patients feel the
11:39AM same
ID:
14253303
224
14/01/15 Flexible jabs tend to be a bit of a scrum
11:52AM
ID:
14253869
225
14/01/15 There is always room for improvement in any situation, but I cannot put my finger on any
12:21PM particular one at present.
ID:
14254038
226
14/01/15 Phone to get appointment difficult to get a free line and often quite a wait for receptionist to
12:13PM answer often end up going yo surgery to name appointments as too much hassle phoning
ID:
14254172
227
14/01/15
12:39PM
ID:
14254947
228
14/01/15 Apart from having to wait in a queue sometimes when booking an appointment, very little
1:02PM else.
ID:
14255638
229
14/01/15 No comment!
1:22PM
ID:
14255670
230
14/01/15
1:19PM
ID:
The Reception staff could improve their interpersonal skills - I appreciate that this is a difficult
and at times frustrating job but people do need to be treated with respect and care.
Also there is real difficulty in getting some services - I was told that I had to wait for a week
and a half to have my ears syringed - this was unacceptable as I was in pain and discomfort
but there seemed to be a shortage of nursing staff. In the end I had to have the problem
sorted by taking the private route which proved to be very expensive but gave me relief from
the pain and discomfort.
Nothing worth mentioning
29. What do we not do so well?
Response Response
Percent
Total
14256345
231
14/01/15 I have found making an appointment with my gp increasingly difficult without knowing well in
2:04PM advance that I want to see him. Unless it was a medical emergency I was unable to see ANY
GP for over a week when i last enquired.
ID:
14257884
232
14/01/15
2:15PM
ID:
14257986
233
14/01/15 Sometimes can be difficult to get through on the phone.
2:35PM
ID:
14259487
234
14/01/15 The announcement system in the waiting room
3:01PM
ID:
14260541
235
14/01/15 If your own doctor is unavailable you should be able to make an appointment with a doctor of
4:16PM your choice and not have to see one that you don't know, who doesn't know you at all and
you don't feel comfortable talking to.
ID:
14261018
Blood test could be done as part of the same appointment with Doctor.
More time with Doctor needed.
Parking is very expensive and difficult.
Chairs/seats to face screen system in reception
Receptionist are too brusque and one often has to wait to be seen [ everyone can hear your
business too]
Provide more urgent appointments especially Saturday and evenings.
Reception often overheated
No privacy at reception
A couple of the admin staff could do with a course on how to b approachable, customer
friendly and polite! Not nice being made to feel guilty for asking for an appointment or just a
question.
236
14/01/15 Waiting time on telephone
3:19PM
ID:
14261166
237
14/01/15 I am not so keen on the computerised calling system for patients as the name is often
3:43PM distorted and could be confusing, especially for elderly patients with hearing loss.
ID:
14261877
238
14/01/15 Sometimes the receptionist can be rude !! Trying to get through at 8am is a nightmare over
3:41PM the phone.
ID:
14261918
239
14/01/15
4:02PM
ID:
14262272
240
14/01/15 Not being able to have an appointment with the doctor of my choice especially in the case of
4:20PM a follow up of an appointment about an item that has already been examined.
ID:
14262680
241
14/01/15
5:19PM
ID:
It can be very hard to get through to make an emergency appointment by phone.
I have noticed that appointment's and cancellations are on the same line. This has meant
when I cancel appointments it can take a very long time to get through - perhaps it would be
better to have a separate line or maybe an email address to send cancellations to? I have
tried the online system in the past but found it very slow (that could be my computer).
Sometimes the receptionists sound a little exasperated, I suspect because they are very busy
and can't fit everyone in on the days that the patient wants.
29. What do we not do so well?
Response Response
Percent
Total
14262741
242
14/01/15 The patient welcome screen rarely works.
4:25PM
Getting an appointment is almost impossible. You have to phone at 08:00 to the second and
ID:
14263290 you can never get through and you have to continue re-dialling for up to 15 minutes and then
all the appointments have gone! A hopeless system - definitely not user friendly and definitely
not remotely customer service.
243
14/01/15 Seeing the nurse for blood tests
4:53PM Supplying the patient with the results of the blood test.
ID:
14263717
244
14/01/15 Not have enough nurses.
5:07PM
Not have an agreement with NCP car parks as they charge £2.70 for 2 hours or a smaller
ID:
14263876 charge for half an hour. You cannot see a Dr within half an hour. There is no facility for a 1
hour visit.
245
14/01/15
4:59PM
ID:
14263964
Information on conditions - helpful to give patients a place to go to find out more information
than can be given in a short consultation.
Prevention - advice to over 50s about what to look out for and what you can do to improve
health.
Regular checks for patients over 50. If you don't come into the clinic then there is no contact.
Email communication - changes to appointment times etc - these could be sent to patients by
email.
246
14/01/15 Occasionally disconnected by switchboard when calling at 8am.
5:09PM
ID:
14264384
247
14/01/15 The waiting room is dreary and the reading material is old and grubby.
5:16PM The reception staff seem to talk among themselves and not always discreet about patients.
Last time I was in the surgery the T.V. screen was not working nor the Dr's intercom.
ID:
14264400
248
14/01/15 Waiting time to get through on phone could be improved at times
5:09PM
ID:
14264453
249
14/01/15
5:33PM
ID:
14264758
250
14/01/15 The facility you offer where a repeat prescription can be sent directly to the named chemist is
5:42PM wonderful - when and if it actually happens.
ID:
14264927
251
14/01/15 N/a
5:56PM
ID:
14265205
252
14/01/15
6:20PM
ID:
90% of Reception staff are abrupt, unfriendly, don't say hello if you approach the desk,
unfriendly on the phones but they talk friendly and lovely to each other and chat about their
own private lives in front of a waiting room for people but are cold & dismissive to us patients.
I have only ever had one nice reception lady who helped me and she had blonde hair. This is
your biggest downfall in the clini the doctors and nurses are nice and professional. Your
reception staff are a shambles. I dread ringing up or having to deal with them if coming to the
surgery
Getting an appointment on the day you require with your own doctor.
29. What do we not do so well?
Response Response
Percent
Total
14265552
253
14/01/15 the names are displayed on the screen but its not very discreet when you then shout out a
6:59PM name !
ID:
14266008
254
14/01/15 I'm not worried about seeing the same GP every time for non urgent appointments and would
7:18PM be happier to see any of the doctors quicker when my own doctor is not available rather than
having to wait.
ID:
14266132
i had a technical problem with online access caused by a transcription error by your
receptionist when registering
long waits on the telephone and i have given up waiting several times so I don't know how
someone much older or less able can cope
255
14/01/15 sharper telephone pick up
7:28PM
ID:
14266249
256
14/01/15 Reception staff be more welcoming / friendly
7:29PM
ID:
14266267
257
14/01/15 I have twice filled in the form for online registeration so that I can book appointments which
7:44PM will be a bless for my life with two younger kids.
ID:
14266451 Still today I did recieve the username and passport for online portal. I would be great if you
can do something regarding online registeration
258
14/01/15 I suppose opening at week ends but as a pensioner it is no drawback to me
7:51PM
ID:
14266569
259
14/01/15 I have never had any concerns
8:04PM
ID:
14266710
260
14/01/15 The TV Screen booking system has badly let me down , causing me to miss my apontment
8:49PM and therefore wait a very long time.
ID:
14267042
261
14/01/15 Not always easy to book apps online not much availability. Online booking easier if one has a
8:47PM busy life so more appts useful
ID:
14267149
262
14/01/15 The waiting room is terrible. You can hear what the receptionists are saying and patients
8:49PM talking to them
ID:
14267156
263
14/01/15
9:27PM
ID:
14267397
Reception think it is there job to stop patients from seeing the doctor.
They make everything difficult,
I wanted to register as the carer for my mother, they told me I could not, evev though I am my
90 year old mother's carer .
It took three visits and a lot of argument with reception to register for on line booking of
appointment s
29. What do we not do so well?
Response Response
Percent
Total
Reception staff are very unhelpful in every way.
264
14/01/15 opening times could be better for people that work, particularly those that work in London.
9:18PM Last time I was there - over 16 months ago the seating area was looking a bit tired and when
it's busy a bit crowded.
ID:
14267446
265
14/01/15 Offhand receptionists
9:25PM
ID:
14267523
266
14/01/15 Reception desk is too public. Visitors have to speak about their problems and are overheard
10:06PM by all in the waiting room.
ID:
14267891
267
14/01/15 I am very happy with all aspects of the practice
10:16PM
ID:
14268045
268
15/01/15 Scheduling appointments
12:06AM
ID:
14268792
269
15/01/15 Same day appointments.
7:17AM
ID:
14270228
270
15/01/15 Sometimes when the reception staff are busy/stressed, they can come across as being
8:14AM unfriendly.
ID:
14270575
271
15/01/15 Getting appointments in advance with my own Doctor - this is always difficult
8:35AM
ID:
14270909
272
15/01/15 N/A
8:40AM
ID:
14270951
273
15/01/15 It can be very difficult to get an appointment if it is not an emergency - sometimes it can be 2
9:20AM or 3 weeks before one is available, so you end up having to book an emergency one, as it is
not that urgent but you can't wait 3 weeks!
ID:
14271682
The availability of the nurses is also a problem - it is very difficult to get an appointment with
them.
274
15/01/15 I would like to know what 'concerns' I can see a nurse about rather than a doctor, eg could I
11:32AM just make an appointment with a nurse for something like a verruca?
ID:
14275633
275
15/01/15 Not all reception staff have a good attitude
11:37AM
ID:
14276121
29. What do we not do so well?
Response Response
Percent
Total
276
15/01/15 nc
12:20PM
ID:
14277538
277
15/01/15 The reception desk is very variable. Sometimes they are very helpful, but sometimes they are
4:45PM curt to the point of rudeness. You never know how you will be received.
ID:
14277595
278
15/01/15 some of the receptionists can be very rude and unhelpful on the phone
1:08PM
ID:
14278915
279
15/01/15 There's much to be critical about. Perhaps the reception area could be improved. I find the
1:08PM seating very uncomfortable but that may be just me.
ID:
14278938
280
15/01/15
2:29PM
ID:
14280856
281
15/01/15 Sometimes the Receptionists seem too busy to want to help and listen. This is not always and
3:09PM not all the Receptionists.
ID:
14282316
282
15/01/15 Most of the Receptionists are polite and kind.
3:39PM
But one is always abrupt.
ID:
14283415
283
15/01/15 The reception staff are sometimes a bit rude or dismissive on the phone.
3:48PM
ID:
14283682
284
15/01/15 The reception area needs modifying so that people can deal with receptionists without being
4:15PM overheard by other patients.
ID:
14284395
285
15/01/15 Can be difficult to book appointments but this is understandable in the current state of the
5:07PM NHS/ England.
ID:
14286015
286
15/01/15 Coordinating timing of 2 appointments in the same week I.e. Having to se a doctor before
5:29PM getting apt with nurse for fasting blood test .
ID:
14286377
287
15/01/15 The reception area is very tired, uncomfortable an uncongenial
6:30PM
ID:
14287390
288
15/01/15
6:44PM
ID:
My family have all been given three dedicated doctors for appointments all of which work
part-time and none of which work after school so for a routine appointment for my son I need
to take him out of school. I have queried this with reception and was not given and help or
advice to improve this situation. Taking children out of school for a routine appointment is not
fair. At least one of our Doctors should work out of school hours.
Trying to book appointment over phone is sometimes difficult
29. What do we not do so well?
Response Response
Percent
Total
14287634
289
15/01/15
7:30PM
ID:
14288053
At a recent appointment with a doctor for coil removal I was surprised to find the receptionist
assisting the doctor with this procedure. No explanation or introduction was given and I did
query it with my own GP at a later date, assuming that the receptionist was training to be a
Health Care Assistant, but she was not - just "standing in". I do not think this was right or
professional in all aspects and was disappointed with the Practice.
290
15/01/15 Reception staff need training in friendly interaction with patients. My dental practice(NHS)
7:51PM much more friendly!
ID:
14288458 Web site logging in for patients needs improving I've tried twice and failed and Im not a
complete IT nerd
Would like to be able to be able to email my doctor. Often its a simple question that does not
need a visit. Could limit length of patients email to eg 50 words
291
15/01/15
8:21PM
ID:
14289528
Receptionists can be abrupt and too nosey and rude sometimes, the telephoning system for
booking an appointment is not good at all I have rung over 50 times from 8 am to 8.15am only
to be told all appointments have gone and to ring back the next day and then have the same
problem that day as well!
292
15/01/15
9:33PM Listen to patient's concern over the phone.
ID:
14292011
293
15/01/15
11:05PM
ID:
14294814
294
16/01/15 Everything is good
7:09AM
ID:
14300597
295
16/01/15
9:16AM
ID:
14303676
296
16/01/15 I like the fact that services are offered on line, but that facility then needs to work. I have
11:47AM found it difficult to book an appointment/ order prescription on-line; and an email I posted
asking specific questions went unanswered.
ID:
14310169
297
16/01/15 always take a long time to get an answer on the phone because one is in a queue have
12:00PM waited 20 minutes or more having been 10 or more calls in front of my call.
ID:
14310653
298
16/01/15 There have been problems with administration, for example receiving a letter that refers to an
12:43PM attached report - that is not attached.
ID:
14312797
299
16/01/15
1:47PM
ID:
Unfortunately I have been less impressed by the service from the nurse. I had to leave after
having waited almost 15 mintues when I had been requested to provide a blood sample. and
when I booked again had to wait about 20 mintues before being seen for a less tahn five
minutes appointment to give the blood sample, I was not allowed to give the sample from my
left arm (as I am right handed), and am not given the results of the sample taken.
Not as easy as it should be to contact the surgery. Would like to be able to email non urgent
queries in particular and have telephone conversations with the doctor.
I don't find the online repeat prescriptions service very reliable - the system tells me a
prescription has been dealt with but then I turn up at Boots and its not there and in the
meantime I've lost a few days.
Reception area is not very private for things like booking a smear test but understand this is
being looked into.
There are a number of occasions when the attitude of the receptionists has not been
particularly welcoming both face to face and over the phone. This has been the experience
for a number of years.
29. What do we not do so well?
Response Response
Percent
Total
14315104
300
16/01/15 Asking for help from the receptionist.
4:15PM
ID:
14321379
301
16/01/15
4:36PM
ID:
14322127
302
16/01/15 keeping time of appointments but it is also result of the excellence of my GP that does not
6:05PM rush the to meet time targets
ID:
14324835
303
16/01/15
8:14PM
ID:
14329098
304
16/01/15 cannot answer this
8:43PM
ID:
14329662
305
17/01/15 One receptionist is quite rude and not helpful.
9:49AM Appointment availability is not good.
ID:
14336507
306
17/01/15
10:22AM
ID:
14336919
307
17/01/15 I feel rushed most of the time when booking appointment's..
11:18AM
ID:
14337391
308
17/01/15 Not too keen on the seating, can't reach the floor! Screen in reception a bit too temperamental
12:16PM and once failed to register that I had signed in for the nurse; long wait!
ID:
14338125
309
17/01/15 Even when one calls at 8.00 am the wait on the phone can be very long to get an
2:22PM appointment.
ID:
14339550
310
17/01/15 Reception staff and seating. Not particularly pleasant sitting in an airless warm environment
6:21PM with ill people.
ID:
14341798
311
17/01/15
Telephone system! Terrible trying to get through at 8.0, although it's better than it was.
Always a wait to get through to talk to someone.
Good to be told how many people ahead, but the silence between these messages makes
one feel one has been cut off.
Confidentiality at desk not as good as would want.
Particular staff member quite rude.
The only thing I can think of is when I pick up prescriptions from the surgery I have managed
to receive other people's prescriptions as well as my own (which as soon as we realise we
ring and tell the practice. They could just be a bit more thorough when looking for
prescriptions and make sure you only receive what is yours. Some of the ones I have
received of other patients have been fairly important medication too - we generally realise it is
not ours when we see a weird medication.
The poor quality of receptionists who come across as difficult, disinterested, obstructive and
down right rude ignoring people who come in and stand at the desk, particularly the elderly. I
also do not appreciate them discussing people's results, conditions etc in the open reception
area - that is private between the Dr and the patient. The new plasma screen with electronic
voice is also very poor as it not easy to see from all parts of the room and the electronic voice
is unintelligible.
Would like more availability to see doctor. Earliest is rarely under a week unless you want to
29. What do we not do so well?
Response Response
Percent
Total
6:29PM have an emergency appt.
ID:
14341843
312
17/01/15
8:08PM
ID:
14342643
Your reception staff are rude and condescending to most patients. I cringe when I listen to
them bark at people over the phone - and in person. Their attitude is always obstructive,
always saying what they can't do, never giving a can do option. Awful experience everytime I
deal with them.
313
17/01/15 I didnt know i could get repeat prescriptions by completing form. Wasted a few drs appts. Im
9:54PM sure people who regularly take medication long term know but took me a while to find out.
ID:
14343414
314
17/01/15 Whilst sitting in the waiting room, you can hear everything that other people say to the
11:19PM receptionist. It is not private or confidential.
ID:
14343942
315
18/01/15 The seating makes seeing the information on screen difficult to see unless one is facing
12:51AM forward towards the screen.
ID:
14344345
316
18/01/15 results of tests are never passed on and it is not clear if the patient should contact the doctor
9:00AM
ID:
14346275
317
18/01/15 Position the TV screen where more people can read it as very good information on it!
11:40AM
ID:
14347441
318
18/01/15 Nothing
2:56PM
ID:
14348776
319
18/01/15 Receptionists tone and helpfulness could be improved considerably and access to
2:53PM appointments for working people is poor with long wait.
ID:
14348893
320
18/01/15 Depending on who it is, receptionists can be insensitive and unhelpful
2:58PM
ID:
14348957
321
18/01/15 Television screen is badly placed - probably two screens are needed.
3:03PM
ID:
14348979
322
18/01/15 Don't cater well for people who are busy and working. Very difficult to book an appointment
7:47PM on the telephone from an open plan office. Should be able to chose a time that suits at
beginning or end of day. Should be able to book evening on line.
ID:
14351469
323
18/01/15 No complaints.
9:31PM
ID:
14352315
29. What do we not do so well?
Response Response
Percent
Total
324
19/01/15
3:01PM
ID:
14369334
Making holistic medical decisions that take into account all of a patient's medical background.
I tend to feel that sometimes doctors fall back onto 'firefighting' type consultations i.e. meeting
immediate needs without factoring in other factors.
Obviously a question of too little time.
325
19/01/15 Nothing that I can think of. Well done
3:14PM
ID:
14369612
326
19/01/15 The auto voice appointment calling could be improved at bit. There are a lot of names it can't
4:46PM handle.
ID:
14373669
327
19/01/15 Trying to book appointments can be very frustrating and online virtually impossible
5:53PM
ID:
14375689
328
19/01/15 It is unusual for me to be able to have an emergency appointment for one of my children or
8:08PM myself with my preferred doctor. The doctor we have often seen in this situation has been of
variable quality.
ID:
14377968
329
19/01/15 Appointments - availabililty, advertising. Saturday availability and later nghts
9:49PM
ID:
14378127
330
19/01/15 Receptionists are rarely friendly, unwelcoming and appear reluctant to help
8:46PM
ID:
14378729
331
20/01/15 Not your fault, but feel NCP rips us off. Half hour concessionary slot is too short and does not
9:06AM allow for delays.
ID:
14385221
332
20/01/15 Having to speak to reception staff about further bookings or support services in front of a
10:59AM waiting room of patients all listening to your conversation. A private / soundproof area would
ensure confidentiality.
ID:
14388717
333
20/01/15 The 8am phone in for a doctor appointment is sometimes difficult to get through
12:17PM
ID:
14391453
334
20/01/15 Automated annoucing of the appointments is often inaudible and the positioning of the screen
12:22PM gives limited vision to a few seats in the waiting area.
ID:
14391734
335
20/01/15 The receptionists are terrible apart from a couple. They seem to think the running of the
12:34PM practice and how it should be run is for them to decide. Patient care doesn't seem to come
into the equation and they contradict instructions given by the doctors.
ID:
14392198
336
20/01/15
8:39PM
ID:
the access is the problem, my dr is part time, last summer there were no appointments with
any three of them for a whole month.
you cant e mail the practice, its like the dark ages, if you want to get a prescription, you have
29. What do we not do so well?
Response Response
Percent
Total
14405213 to fax, which no one has these days.
you cant access the letter box, as within a centre, which is closed out of hours, so cant even
drop a letter in.
the repeat on line prescriptions is a good system, but is restricted and take long term
medicines off it, even when advised by a consultant
the on line apptmt is hopeless as usually no appointment available for some weeks, and quite
restricted times.
a lot of people in espom commute each day to London, but surgery doesn't open in evenings
or weekends (I didn't know about the Mondays, but even that is not very late, when could only
make after 7 pm.
the waiting room needs renovating, furniture is awful.
needs better signage at reception, have no idea which area you are supposed to go to for
what.
the access to blood tests are hopeless, and they wont let you take the form elsewhere.
in summary access is impossible for workers who commute to London. and this could be
compensated for if on line service and e mail , plus more tele appointments were available
337
20/01/15 Registration for your on-line service, which is just awful. I have tried on 3 separate occasions
10:09PM to register, and you have been unable to send me the necessary e-mail each time. What am I
supposed to do next?
ID:
14406557
338
21/01/15 Both times I tried to access the website I was unable to get it to accept the "code'/"password"I
12:51PM was given, so I have given up on that method of of booking, although it would have been the
one I preferred.
ID:
14418277
339
22/01/15 Italics always be nicer to gets more timely appointment
8:36AM
ID:
14436844
340
22/01/15 Having to phone at 8am in order to get an appointment on the same day is very stressful as
8:42AM the telephone lines are quickly swamped and constantly engaged.
ID:
14437043
341
22/01/15
1:32PM
ID:
14446183 Would like to be referred on sooner when something is
wrong
342
22/01/15 Can't think of anything.
6:00PM
ID:
14454058
343
22/01/15 I can't think of anything you do bad
6:17PM
ID:
14454389
344
22/01/15
9:38PM
ID:
14457343
345
22/01/15 I've never been able to get an appointment within a week .
9:54PM
ID:
14457504
346
23/01/15
same day appointment defintion of an emergency is too narrow - I could not get one as i had
an accident 2 weeks before and was getting a lot more pain over the previous day or two but
because it started 2 weeks before i could not have an emergency appointment - need to have
a better defintion of 'emergency'
There is often a long phone wait ...
29. What do we not do so well?
Response Response
Percent
Total
1:42PM
ID:
14470352
347
23/01/15 Change people's appointment and give very little notice or reason why
8:42PM
ID:
14480100
348
24/01/15
7:15PM
ID:
14489694
Certain members of the reception staff can be rude, impatient and generally unhelpful. They
need to watch the way they speak to people both at the desk and on the phone. This includes
not just patients, but speaking to other members of staff, or about them when they are not
present!
A long wait for appointments for some nurse/blood test appointments due to apparent lack of
cover on several weekdays.
349
25/01/15 If you need to talk to the receptionist about anything private you are standing in the waiting
8:33AM room where other patients can overhear.
ID:
14498510
350
25/01/15 Unable to order repeat prescriptions on line.
7:07PM
ID:
14506403
351
26/01/15 Nothing
9:51AM
ID:
14520164
352
26/01/15
12:07PM
ID:
14525462
My family have been with the practice for over 25 years. We are very pleased with the
practice BUT when people work in the city (my husband leaves home at 7.30 a.m. and
doesn't return home until 8.30 p.m.) he puts off low level medical referrals for months at a
time because he cannot see a clear spell in his very manic work diary. You used to be able to
book a Saturday morning appointment for such cases which was very useful and whilst you
have one late night opening I'm sorry its still not that convenient he never knows what last
minute hiccups prevent him from leaving nor indeed whether the train journey will leave or
arrive on time. He doesn't want to waste an appointment or arrive late so just want book it.
I know this is our problem but a pre-bookable Saturday morning appointment would be so
helpful please.
353
28/01/15
12:30PM
ID:
14599234
Receptionists are friendly & efficient, again better than friends' experiences that have been
shared with me. Just feel that when arriving at the desk, they are always mid conversation &
finish that before attending to a patient. In any other place (ie shop, restaurant, hotel), the
customer is put first. Would very much expect a Receptionist to be immediately available &
attentive to a customer, rather than finish a personal conversation before attending to their
customer.
answered
353
skipped
183
30. If you have any further comments you wish to share, please enter them in the box
below.
Response Response
Percent
Total
1
Open-Ended Question
100.00%
167
30. If you have any further comments you wish to share, please enter them in the box
below.
Response Response
Percent
Total
1
13/01/15 I have tried to log on for your Internet services but it got stuck half way and I conldnt get it to
5:45PM accept me. The only help offered at reception was to see someone who only works part time
and I have never remembered go in when they are there. So I am opting for 'personal service'
ID:
14240403
2
13/01/15 I think the chairs in the waiting room are very uncomfortable.
5:35PM
ID:
14240414
3
13/01/15 Patient auto booking in system - not always working or patient not always aware if they are
5:40PM booked in or not
ID:
14240416
4
13/01/15 I feel the staff at the Derby Medical Centre do a good job but they always seem to be far too
5:36PM busy / under-resourced
ID:
14240417
5
13/01/15 Extended/Saturday morning opening hours would be useful
5:37PM
ID:
14240419
6
13/01/15 Thank you for you professional service
5:42PM
ID:
14240492
7
13/01/15 It would be nice to see my own Doctor instead of any doctor.
5:54PM
ID:
14240522
8
13/01/15
5:59PM
ID:
14240542
9
13/01/15 I don't find the out of hours service satisfactory at all. Used it twice over the years. Doctor who
5:54PM came seemed reluctant and disinterested.
ID:
14240547 My daughter subsequently was seen the next day in the pracrice and sent straight to hospital.
Wish there was a service whereby children such as my son (who has ADHD and autism) did
not have to wait for appointments. Last year we had to wait 45 minutes for an emergency
appointment and he was deeply distressed/out of control (he is now 14 and I am not able to
control him physically anymore)by the time we got in. It took several days for him to calm
down.
Could there not be some kind of note on his and similar children's records that he is unable to
'wait' ?
The occasions when this situation occurs is very rare but they are deeply distressing and
difficult to handle.
I have found that the hospital do now try and accomodate him if I mention his condition, is it
possible for the surgery to do the same??
I apprecate that this is not your fault but the old system. where one's practice doctors knew
their patients worked better.
10
13/01/15 It would be nice to be able to communicate with the surgery by email. I know this might put
5:48PM extra pressure on resources, but at least with email requests they can be dealt with in one's
own time and in order or priority/emergency.
ID:
14240553
11
13/01/15 It is hard to get an appointment when needed with the nurses
5:48PM
ID:
14240581
30. If you have any further comments you wish to share, please enter them in the box
below.
Response Response
Percent
Total
12
13/01/15
5:49PM
ID:
14240584
Generally I think this is a great practice. The waiting room needs updating, and also the
lighting, as it is very poor. Better communication to waiting patients if doctors are running late.
If you know the reason, or that there is a delay it stops you getting annoyed. I understand that
some appointments may over run and do not begrudge that as the doctors really care, but
please let us know hen we check in would help
13
13/01/15 nil particular
5:49PM
ID:
14240585
14
13/01/15
5:58PM
ID:
14240595
15
13/01/15 Seating is particularly uncomfortable.
7:52PM
ID:
14240597
16
13/01/15 Online appointment system could be improved
5:50PM
ID:
14240601
17
13/01/15 Overall happy with the service and doctors
5:50PM
ID:
14240611
18
13/01/15 It is not very clear how to request home visits for homebound patients.
6:06PM
ID:
14240652
19
13/01/15 Please take greater care when giving out repeat prescriptions as more than one ocassion I
6:18PM have been given someone elses by ghe receptionist, realising this on the way out and then
returning to the surgery, althought this practice has improved.
ID:
14240665
Tickets used to be available for 1 hour from the library for the car park but are not any more. It
recently cost me £52.70 to bring my son to an emergency appt as I got a parking ticket for
displaying the wrong ticket. I had paid £2.70 as I had to pay for 2 hours (1/2 hr wouldn't hv
been long enough).
The appt system is really stressful, when trying to secure an appt for the same day with your
own Gp at 0800.But can see another doctor sameday if urgent, but we avoid this whenever
possible as not the same experience as seeing our own Gp who knows exactly where we are
in relation to our health and we feel happy and safe in his hands. He is also very caring,
gentle and understanding.
Our GP has good bedside manners and looks after the health of the whole family.
20
13/01/15 The practice Manager can be very rude at times.
5:55PM
ID:
14240686
21
13/01/15 Be able to pick up a repeat prescription on Saturday mornings
5:53PM
ID:
14240688
22
13/01/15 please see my comments above
6:02PM
lack of privacy whilst in the waiting room and getting a non urgent appointment out of working
ID:
14240699 hours is almost impossible.
not everyone can take holiday at the drop of a hat to 'go to see the doctor'
30. If you have any further comments you wish to share, please enter them in the box
below.
Response Response
Percent
Total
many people work shifts and have set holidays that they cannot change. I wonder how would
one of your doctors manage if they needed to book an appointment with a doctor or a nurse
at the derby medical practice?
23
13/01/15 The only thing I like about the practise is Dr Wormley
5:57PM
ID:
14240710
24
13/01/15 No comment
5:56PM
ID:
14240738
25
13/01/15 Nigel is Great!
6:04PM
ID:
14240782
26
13/01/15 This visit was to a nurse so doctor questions not relevant but I have had full confidence in
6:04PM doctors I have seen and Dr Floyd, my usual doctor, is very good.
ID:
14240806
27
13/01/15 Online bookings is a good thing.
6:03PM
ID:
14240813
28
13/01/15 Ensure that receptionists and nurses are in tune. e.g if nurse says ask about this at reception
6:10PM and receptioists say they know nothing about it - confusing.
ID:
14240855
29
13/01/15 I attempted to make an appointment to see a doctor (first available one) on tuesday 6th but
6:13PM first appointment was today 13th!!!! To wait a week to see a doctor is very sad????
ID:
14240856
30
13/01/15 I think it would be good not to have names shouted out. Each patient should be given a
6:06PM number when they arrive and numbers should be shown.
ID:
14240858 This would ensure confidentiality rather than everyone knowing your name.
31
13/01/15 Hate the circular middle seats
6:09PM
ID:
14240897
32
13/01/15
6:17PM
ID:
14240903
The idea of on the phone consultations is excellent, worked incredibly well in a previous
surgery where 1/2 hours a day were set aside for this (perhaps not every day). I had a recent
example where the doctor had asked me to come back about something, my circumstances
changed and I was not sure if still relevant to come in. I just wanted the doctor to be asked or
for me to speak to them. The receptionist was rude and unhelpful, refusing to help, I came in,
took time off work and wasted both mine and the doctors time, and took up an appointment.
Also, wait times/delays are shocking, there needs to be a policy to tell people, the impact on
parking charges is really bad. Twice I have had to talk to the car park attendant and ask for
no fine. I appreciate that doctors get emergencies and patients with needs that can't be
covered in a 10 minute window, but talk to your other patients (customers!), update them,
apologise, don't be rude and dismissive.
33
13/01/15
6:18PM
ID:
Lack of privacy at reception when making apps etc.
You can hear discussions between patients and receptionist, sometimes personal details,
medical problems. Also incoming phone calls can be heard.
30. If you have any further comments you wish to share, please enter them in the box
below.
Response Response
Percent
Total
14240934
Other than this, excellent service.
34
13/01/15 WA well run practice with caring staff.
6:15PM
ID:
14240945
35
13/01/15
6:19PM
ID:
14240947
36
13/01/15 None.
6:31PM
ID:
14241136
37
13/01/15 The surgery is terrible. Inconsiderate doctors/staff and the experience of booking an
6:31PM appointment when you know the outcome is a waste of time. It puts you off going to the
surgery altogether. If we had more choices we would move
ID:
14241179
38
13/01/15
6:51PM
ID:
14241186
39
13/01/15 It can take up to 3 weeks to see my own GP for a non urgent appointment
6:46PM
ID:
14241255
40
13/01/15 Flu jabs were very well organised
6:50PM
ID:
14241321
41
13/01/15
6:54PM
ID:
14241346
42
13/01/15 This survey is not as well designed as it could be. I have not been able to answer some
7:03PM question because the appropriate options were not available. I have had about five visits this
year and a number of questions cannot be answered for multiple visits.
ID:
14241438
43
13/01/15 It would be useful if you could offer patient-specific advice from doctors/nurses without having
7:05PM to visit the surgery (where appropriate, e.g. no examination needed). For example, advice
over the phone or by secure electronic message.
ID:
14241467
44
13/01/15 I would prefer a GP to phone back rather than interupting a consultation with another patient.
7:00PM It id not good for either hte patient whose consultation is interupted or the person who phones
in because conversations must be slightly false for confidentiality.
ID:
14241481
45
13/01/15
6:59PM
ID:
opening hours - need to be open at weekends and bank Hols as per other services-all GPs
nationally need to move with the times - patients do actually get ill at weekends and bank
holidays !
could do with drop in sessions for weight/diet
GPs nationally need to give after cares for illnesses like stroke, heart attacks and cancer
patients are 'dropped' not knowing how to cope after the event.
Realise the stresses GP services are under and on the whole I think you do a very efficient
and very business like job and manage to maintain a good atmosphere and friendly feeling at
the same time. I understand the scene is changing and has to change - but I do hope the
personal touch of GPs and surgery staff who know who patients are - does not get lost in the
process of change. Hope you can hang on to that. I highly value it.
I am concerned that, if I was very ill, I would have no confidence that I could see a doctor
quickly - at worst, this might make me commit the sin of troubling the local A & E department
(which I have not done as yet). I am pleased with the service from the doctors (when I get to
see them) and disgusted with the attitude/service of the receptionists.
Overall I am very happy with the practice
30. If you have any further comments you wish to share, please enter them in the box
below.
Response Response
Percent
Total
14241528
46
13/01/15
7:24PM
ID:
14241747
I feel exceptionally lucky to be a patient. My family has never had anything other than
excellent treatment and working in public service I fullly appreciate the demands and
resources issue. It NEVER feels like that...well done. Always good to try and improve but you
should all be very proud of what you already achieve. Thank you to everyone.
47
13/01/15 Could open earlier to book an appointment.
7:18PM
ID:
14241787
48
13/01/15
7:28PM
ID:
14241821
49
13/01/15 I have been coming to the practice for many years now, and it I have always received
7:27PM excellent service. My own GP is brilliant, but if I do have to see another doctor, I am always
impressed by them too.
ID:
14241916
50
13/01/15 I think the vulnerable should be given priority for appts, my child had to wait 2 weeks for an
7:35PM appt, so we went to AandE as he had a suspected fracture and a rash.
ID:
14241999
51
13/01/15 Without hesitation, I would recommend my GP, Doctor Harris. However, I would not
7:39PM recommend the surgery because of the issues I have recorded about the DMC "reception"
team.
ID:
14242004
52
13/01/15 Some patients very demanding and difficult
7:36PM
ID:
14242031
53
13/01/15 I find the surgery generally unfriendly and am considering going somewhere else this year.
7:52PM It is mostly due to reception and the waiting area, not because of my GP. Also, appointments
always run late, even if i book the very first one.
ID:
14242059
54
13/01/15 i have been very happy at this surgery
7:42PM
ID:
14242105
55
13/01/15 Overall, I'm very happy with the practice as I can see my own gp and all clinicians I have had
7:57PM appointments with have been great.
ID:
14242167
56
13/01/15 Please correct the pronunciation of the call system and use the patients title Dr , Rev , prof.
9:40PM Sir etc and respect their choice of name as per their request.instead of saying it cannot be
amended . Use of the red led system instead of voice is So much better and peaceful
ID:
14242170
57
13/01/15 I always find the nurses very friendly and approachable
8:18PM
ID:
14242538
58
13/01/15
8:22PM
Confidentiality is probably the most concerning thing. Whilst, I was in the waiting area at my
last visit, I overheard a telephone conversation (as must have many), including the first name,
age, DOB and street address of a minor child. I gathered the caller's first language was not
English.
N/A
30. If you have any further comments you wish to share, please enter them in the box
below.
Response Response
Percent
Total
ID:
14242556
59
13/01/15 More receptionists at busiest times
8:18PM
ID:
14242572
60
13/01/15
8:37PM
ID:
14242639
The waiting room layout, its bench seating (which is too high) and the calling system are
difficult for the elderly, who may be short, have poor eyesight and hearing. And the lighting
and ventilation are poor. It has always given the impression of a cheap job. Maybe, as an
architect who used to design for BUPA, I am over critical; but a good interior designer would
find it easy to improve the things I have mentioned - and at not great expense.
61
13/01/15
8:40PM
ID:
14242675
Husband waiting for some results of x-Ray done at Epsom Hospital. He was not told to book
appt with GP nor to ring surgery, or if he would be contacted/ written to - you assume he will
know? He doesn't.
I had tests done for a problem, it was negative, I was informed. But then nothing- well the
problem is still there, so is it up to me to come back or what?
Too often, initiative left with patient, I don't expect to have to tell GP what to do next.
62
13/01/15 The auto announcements are terrible. The 'voice' cannot even pronounce the doctor's names,
8:34PM let alone the patient's. It's an embarrassment to the surgery.
ID:
14242711
63
13/01/15 Repeat prescription take long time to reach the pharmacy it would be nice if they are
8:44PM delivered soon.
ID:
14242821
64
13/01/15 Keep up the good work!
8:42PM
ID:
14242848
65
13/01/15
8:50PM
ID:
14242852
66
13/01/15 A return to weekend appointments - you used to be open Saturday.
9:08PM
Admin - a number of times I have left a note requesting information of the nurse or doctor &
ID:
14242873 not received a reply. I have had to subsequently repeat the request as the message had not
I have spent minutes before 8 am just redailing as I know the surgery doesn't open till 8
am,Then it's engaged,Then there are no appointments.when I have kept my finger on the
redailing button ,how can that happen???
Having a telephone consultation with my own doctor would be a great help for me
Usually the appointment is not for me but for the person I care for
been passed on.
67
13/01/15 It would be helpful if sometimes I couldjust talk tothe doctor
8:59PM
ID:
14243018
68
13/01/15
9:19PM
ID:
14243089
69
13/01/15 I could save clinicians and my time by not having to attend for face to face appointments so
9:21PM love the idea of a scheduled phone call.
ID:
14243118
Would be good if you could open another evening surgery to alleviate non-urgent
appointments. I feel the emphasis is too much on urgent appointments and unless you have
something dropping off, you feel you cannot see your GP quickly enough. I would like to ring
the surgery and make a routine appointment without the long wait. Generally, the surgery has
offered a good service to me and my family but I thought i would get my say on a couple of
things!
30. If you have any further comments you wish to share, please enter them in the box
below.
Response Response
Percent
Total
70
13/01/15 The receptionists are more friendly than they used to be
9:17PM
ID:
14243212
71
13/01/15 GP promised to get an appointment from speciality hospital for my son but I havent heard
9:22PM anything from last 4 months.
ID:
14243257
72
13/01/15 cannot book an appointment with the nurse at the same time as booking an appointment with
9:27PM the doctor.
ID:
14243354
73
13/01/15 I have always had excellent care. I usually manage to get appointments if needed. I feel
9:29PM comfortable coming to the surgery and that my worries will be listened to.
ID:
14243393 Very happy with the Practice.
74
14/01/15 Car park charges excessive especially as one doesn't know how long one will be kept waiting
11:34AM in the surgery. An arrangement with the carpark for special surgery tickets would be a great
improvement.
ID:
14243450
75
13/01/15 I hope you are not considering telephone only consultations. Family and friends in other
10:06PM surgeries have confirmed it is a poor move.
ID:
14243727
76
13/01/15 n/a
9:57PM
ID:
14243758
77
13/01/15 Dr Dean Harris is my Dr and I can honestly say he is the best GP I have ever had. I feel lucky
10:52PM to have found the Derby Medical Centre.
ID:
14244038
78
13/01/15
10:43PM
ID:
14244126
79
13/01/15 In general I have found all staff to be very helpful although I have often had to wait up to an
11:08PM hour to see my doctor even when the appointment has been made in advance.
ID:
14244193
80
13/01/15 It is the medical staff that keep us at the surgery, the reception staff whilst I appreciate are
11:16PM under pressure need training in people skills as for some this is clearly lacking.
ID:
14244243
81
13/01/15 Provide same day Appts. Weekend surgeries.
11:18PM Provide a range of in house tests and scans with speedy results.
ID:
14244246
82
13/01/15
11:20PM
When calling by phone when you are waiting on the line it sounds like the phone is dead as
there is no music etc., also trying to get through at 08.00 is very difficult. By 08.10 most
appointments for the morning have gone because you spend so long on the phone trying to
get through.
Water cooler would be good in reception especially after a fasting blood test.
Fasting blood tests should be the first appointments of the dat not after 09.30
Should open on Saturdays and reserve early, late & weekend appointments for people who
work. Someone who is retired or not working shouldn't be offered an appointment before
30. If you have any further comments you wish to share, please enter them in the box
below.
Response Response
Percent
Total
10am or after 5pm.
ID:
14244512
83
13/01/15 I don't avoid seeing my doctor unless I'm desperate as I find him very dismissive and
11:21PM uncaring. I am considering leaving the surgery permanently to find support elsewhere.
ID:
14244537
84
13/01/15 please ensure the reception staff are made aware of my comments they do a great job for
11:36PM little praise from the paintents of the practice
ID:
14244621
85
13/01/15
11:58PM
ID:
14244673
Fortunately for me, I haven't needed to use the Derby's services too often, but last year I
encountered a problem which my GP judged needed investigation. This necessitated visits to
Epsom Hospital, St. Helier Hospital, the Heart Hospital in London and a CT heart scan, also
in London. This was set in train by my GP, for which I am grateful. The results obtained after
consultations spread over about nine months seem to be sufficiently optimistic to allow me
not to have to trouble the practice for a while, hopefully!
The service has been appreciated.
86
13/01/15
11:56PM
ID:
14244704
I have put that I wouldn't recommend this clinic simply because of the wait to get an
appointment with your own doctor. Had to wait a week last time and that was a cancellation
not with my own doctor. Tried to book online and nothing - not even phone consultation available for a month. I believe there are already too many patients on the books without
recommending any more.
87
14/01/15 Keep up the good work.
6:57AM
ID:
14246697
88
14/01/15 When booking appointments on line there are never any slots free
7:21AM
ID:
14246833
89
14/01/15 some GPs need to update the neck exercises they are recommending - any physio would be
7:58AM horrified.
Your website looks nice but has no functionality. It should link directly to the booking system.
ID:
14247067
90
14/01/15
8:37AM
ID:
14247518
91
14/01/15 The seating and screen location are mismatched so you can not always see the screen. More
8:40AM seats in a better layout and a second screen required.
ID:
14247673 Heavy fire doors need to be automatic, so easier to get around the surgery.
92
14/01/15
8:46AM
ID:
14247685
It appears that at some practices one is able to order a repeat prescription and collect it
directly from the dispenser thereby saving a visit to the surgery. We do not appear to have
this facility at present and when I last enquired of the receptionist she didn't appear to have
any idea what I was asking about. Surely any arrangement that prevents people visiting the
surgery can only be better. If this arrangement is available then best to make all patients
aware.
93
14/01/15
Thank you for setting up this survey. As a researcher I regularly develop questionnaires in
order to conduct surveys. From a survey perspective this questionnaire could be improved
As with other health services I find it hard to understand why it's rare to be seen at the
appointed time. Recently had an eye test. 15 minutes late. My dentist is always late. My
doctor is always late. I would not feel so strongly about this if all the aforementioned services
didn't display signs telling me how missed appointments can be so expensive to the service.
One dentist even had signs threatening to bill for missed appointments. When I asked if I
could bill for my wasted time the signs disappeared. I understand that some consultations can
over run. But all the time? I am not singling your practice out. It seems to be a problem
everywhere.
30. If you have any further comments you wish to share, please enter them in the box
below.
Response Response
Percent
Total
8:42AM (there are quite a few basic mistakes). Furthermore, you need to be clear about
confidentiality. Given that this response is linked to my email address, theoretically you'll be
ID:
14247688 able to identify me as a respondent. It is therefore important that a confidentiality clause is
included upfront.
94
14/01/15 Would be good if car park could offer something for patients visiting surgery as very
9:03AM expensive.
ID:
14248167
95
14/01/15
9:12AM
ID:
14248274
96
14/01/15 Second screen required in reception so that a screen can be clearly visible to all waiting
9:14AM patients and therefore all available seats can be utilised
ID:
14248370
97
14/01/15 I am particularly keen on out of hours consultations / appointments. I am also very willing to
9:48AM participate in patient consultation on issues (by surveys like this or otherwise).
ID:
14249142
98
14/01/15
10:28AM
ID:
14250597
99
14/01/15 I answered NO regarding seeing a GP in an emergency on the same day as I don't know the
10:24AM answer as fortunately I have not, so far, had to call upon it
ID:
14250888
100
14/01/15 Doctors to be available on Saturdays on a router system. Surgery to be open in the evenings
10:30AM
ID:
14250904
101
14/01/15 The gp's manner and interest is of paramount importance for patient's confidence in them.
10:33AM
ID:
14251115
102
14/01/15 No
10:48AM
ID:
14251710
103
14/01/15 Overall I feel we made a great choice when becoming patients at your clinic.
10:59AM
ID:
14252108
104
14/01/15 We are new to area. Found them very accommodating and responsive.
11:30AM
ID:
14252966
Longer or more flexible surgery hours to accommodate people who work in London would be
good. Monday evening late surgery is a good innovation. A Saturday morning surgery would
be good. Restrict early morning and late afternoon appointments to those who work and
encourage people not working to have appointments in the middle of the day.
You should find someway of rewarding people that give up smoking & drinking alcohol, are at
the correct weight and generally look after themselves with a good diet / exercise regime.
Plus finding someway of indicating to people that if they do not take a positive approach to
their health they will not get such a good service from the NHS.
30. If you have any further comments you wish to share, please enter them in the box
below.
Response Response
Percent
Total
105
14/01/15 Thanks for asking for our comments and doing a survey.
12:04PM
ID:
14253054
106
14/01/15 I am very satisfied and pleased that I have a very good doctor who has always taken care
12:21PM with me. I feel privileged to have such a good practice - some I know do not!!! Keep up the
good work!!!
ID:
14254038
107
14/01/15
1:22PM
ID:
14255670
Your idea of telephone contact could be useful as after a consultation sometimes you think of
something you should have asked or perhaps have not understood on reflection. Also there
are times when you think you would like advice but don't want to bother the doctor or take 10
minutes of his time. There are times, too, when you are not able to get to the surgery.
However, if you do try this, there will obviously be waiting times/queues so if you fill the
waiting time with music please choose something quiet and soothing!
108
14/01/15 see above. Appointments are very short and it is sometimes difficult to be able to tell the
2:15PM doctor of all your symptoms [ or ask questions] as they are in a hurry to get you through the
system.
ID:
14257986
109
14/01/15 Television screen in the waiting room is difficult to see from some of the seating areas.
2:35PM
ID:
14259487
110
14/01/15 Dr McKee is a legend and a true super star that has helped me though out my life and I could
3:19PM never ask for a better GP.
ID:
14261166
111
14/01/15 In all my experience of GPs, my current GP is far and away the best and pleasantest.
3:43PM
ID:
14261877
112
14/01/15 Whereas I quite like the informal seating arrangement, the screen is not universally visible.
4:29PM Why not have two screens ?
ID:
14262341 and please could the bleep alerting patients to a name being shown, be louder?
The scrum in the waiting room for emergency appointments in Christmas week was most
unpleasant, thank goodness it's not usually like that.
113
14/01/15 I find it difficult to have a quick appointment with the doctor whose list I am on.
4:20PM
ID:
14262680
114
14/01/15
5:19PM
ID:
14262741
115
14/01/15 repeat prescriptions on line are not comprehensive and list all pevious medications
4:29PM so still need Dr appt to get repeats = wasting my GP's time and mine
ID:
14263424
116
14/01/15
4:53PM
I came to pick up a prescription up at the first desk and although I could hear 2 receptionists
having a conversation no one had bothered to look in that direction. Their conversation was
also about a recent call from a patient and it was not complimentary. I would not like to think
they were talking about me, nor any other patient in that manner. If they are in reception any
patients can overhear.
For years on my birthday or thereabout I have a blood test for CHD and CKD, this year for
CKD only? no real explanation from the nurse and my heart is certainly no better. Are you
30. If you have any further comments you wish to share, please enter them in the box
below.
Response Response
Percent
Total
making cuts?
ID:
14263717
117
14/01/15
5:07PM
ID:
14263876
Question re choice of Dr: the Drs are always heavily booked up. Unless you book well in
advance you cannot see your own Dr - which is a worry if something is wrong and needing
attention - which is usually the case. I know you can see a Dr as an emergency on the day. I
would like to see my Dr within a couple of days.
The TV screen cannot be seen from all seats and if someone is deaf and the screen is also
out of vision this causes a problem. The reception staff are obviously unaware when people
are called but do not realise it is their turn. I am not sure what the answer is but perhaps the
Doctor eventually calls reception and they sort it out.
118
14/01/15
4:59PM
ID:
14263964
I am on the committee for a local support group for osteoporosis. This is linked to the National
Osteoporosis Society (charity). I left some literature about a free talk that we had arranged by
two local NHS consultants about the condition. I tried to see the practice manager but was
unable to do so left the infor with reception. However it was not displayed so nearer the time I
spoke to my GP and left a poster with him. Unfortunately the poster was displayed after the
event. Such a shame!
119
14/01/15
5:09PM
ID:
14264384
Overall, I find the Derby Medical Practice exceptionally helpful and friendly. I have a chronic
systemic illness and a degenerating spine, so require appointments often, however I believe
that I am always treated quickly, to maximum effect, and have no complaint at all about the
services provided!
120
14/01/15 I have always had excellent support from my Doctor.
5:16PM
ID:
14264400
121
14/01/15 In the main satisfied with service
5:09PM
ID:
14264453
122
14/01/15 Please improve your services regarding reception staff
5:33PM
ID:
14264758
123
14/01/15
5:42PM
ID:
14264927
The front desk personnel has been a lot more 'helpful' recently, and less intimidating. Also,
the inaccuracies on repeat prescriptions have subsided. I really appreciate the fact that
recently their voices lower when they are discussing personal details with a patient in a full
waiting room! Thanks all round
124
14/01/15
5:56PM
ID:
14265205
I believe there could be more information available. It's good to see more information fir those
who care for others.
I found it diffucult when my Mother was dieing to readily access information and would have
appreciated help with accessing the system.
125
14/01/15 I'm very satisfied with the service I received considering the pressure the surgeries are under.
7:28PM
ID:
14266249
126
14/01/15 Have a second appointments screen so that you can see one from all positions in the waiting
7:29PM room.
ID:
14266267
127
14/01/15 My mother's surgery have a system that I can arrange the doctor phonss me at a certain time,
9:27PM discuss a problem and nine times out of ten I do not need to take her to the surgery.
This would be useful f implemented at the Derby Medical Centre
ID:
14267397
30. If you have any further comments you wish to share, please enter them in the box
below.
Response Response
Percent
Total
128
14/01/15 The seating is extremely uncomforable, ok if you are tall but really uncomfortable for average
9:25PM to short people.
ID:
14267523
129
14/01/15 Receptionists vary from lovely very considerate and understanding to rude. Rude in some
10:52PM cases dealing with the elderly who can't help getting old and maybe being a bit slower.
Seeing this while waiting in the waiting room is quite shocking.
ID:
14268189
Doctors seem to want to get you in and out as quickly as possible. Sometimes they seem in
attentive / distracted. Or perhaps just too busy! telephone consultation sounds like a good
way to go most of the time people want reassurance of a condition and normally if it's ongoing
you have to go back about 3 times before you get referred on. Something like Skype could
also fill a gap if a condition needs to be seen.
Would prefer a female doctor but advised there has to be specific reason for this.
Details of the doctors specialist areas would be good to see on tv in reception. One doctor
may be preferable to another if it's their specialist area.
A running list of where you are in the queue to get into the doctor could be good especially
when you are there for 30 mins or more. I haven't looked at the online apptments and
prescriptions but I will now, again put this on to tv in reception to draw people's attention to it
130
15/01/15 No
7:17AM
ID:
14270228
131
15/01/15 Sometimes when I ring for an emergency appointment at 8am, by the time I get through, all
8:14AM the appointments with my gp have gone. And that seems to happen in the first few minutes ie
even though I have got through really quickly
ID:
14270575
132
15/01/15
9:20AM
ID:
14271682
133
15/01/15 I know I am really lucky with the excellent primary medical care I and my husband receive.
11:32AM Many thanks! and long may it continue.
ID:
14275633
134
15/01/15 nc
12:20PM
ID:
14277538
135
15/01/15 We tried the on-line appointment system but found it difficult to operate - probably our fault.
4:45PM We understand the advantages of such a system, and wish we could make it work for us.
ID:
14277595 Some kind of cover at weekends would be extremely welcome.
136
15/01/15 We feel we are very lucky to see our own Doctor most of the time and feel that he knows us.
3:09PM
ID:
14282316
137
15/01/15
3:48PM
ID:
14283682
I tried several times to register for the online appointment booking service for myself & my
family. The password I was given didn't work, so I have given up trying to use it. It is a shame
as it would be my preference to book online. Please make the registration online selfautomated.
138
15/01/15
My appointment was to check a 'jumping nerve' in my chest. After having blood tests and a
On the whole the reception team are extremely helpful, especially when it concerns my young
children, but there is one receptionist that I find quite rude and unhelpful, especially when
trying to get an appointment. I understand that there needs to be some level of screening on
the emergency appointments, but sometimes I have had to have such a long conversation
with her and my answer is I don't know if it is an emergency, which is why I want to see the
doctor!
30. If you have any further comments you wish to share, please enter them in the box
below.
Response Response
Percent
Total
6:07PM slightly irregular ECG test result, was referred to a cardiologist. I mentioned that I'd had an
ECG a few years previously and he asked to see it. I asked my GP if I could obtain a copy
ID:
14286830 and was told that they would look for it. A while passed, so I came in to the surgery and tried
to explain what I needed to a very unhelpful receptionist who told me that the doctor was very
busy, archives were a lot of work and that I would have to pay for the service. I left a message
for my GP and one year later, have still not heard anything back from the surgery.
Fortunately, I decided in the meantime to write to my old surgery GP who found, copied and
then posted a copy of the ECG that I had been trying to obtain. There has been no follow up
to my initial appointment. An appointment that I made in light of the fact that though I am a
reasonably fit 56 year old man, both my grandfather at 56 years old and my brother at 7 years
old both died of heart attacks.
139
15/01/15
6:12PM
ID:
14286946
the receptionist named Sherie/Sheree is the rudest person I have come across, She is rude in
the way that she answers the phone and is SO un-helpful.
She makes you feel that she owns the practice and that she is doing you a favor.
You don't need to be spoken to like that/ You only phone when your ill!
This does not include the others.
140
15/01/15 Can you consider longer opening hours and ability to book appointments with nurses online
6:43PM
ID:
14287531
141
16/01/15
2:17AM
ID:
14297645
142
16/01/15 Keep it up
7:09AM
ID:
14300597
143
16/01/15
12:43PM
ID:
14312797
I think that, for working people, the practice should have doctors and a nurse available at
weekends. I also think that the practice should have extended hours on more than one
weekday, again to benefit working people. I recognise that the weekend and out of normal
working hours service would have a reduced number of clinical staff.
144
16/01/15
1:47PM
ID:
14315104
The TV in the waiting room is a total waste of time. Yes it's been improved since installation
by having a 'voice' to call patients to see the doctor but the pronunciations of names are so
poor in a lot of instances that you may as well revert to the old method of the individual
doctors doing the announcements. What was wrong with that anyway?
145
16/01/15 Booking appointments - I have used phone, internet and walked in, but you onle allow me to
4:36PM tick one of these options.
ID:
14322127
146
16/01/15 Keep up the good work ^_^
8:14PM
ID:
14329098
147
16/01/15 In general I find that all is fine with my dealings with the Clinic. I do get frustrated when the
8:43PM on-line prescriptions don't work properly. Also it is frustrating needing to see one's own Doctor
and she isn't free for a week.
ID:
14329662
148
17/01/15 The only reason I would not recommend this practice is because of the poor quality of the
10:22AM receptionists.
ID:
14336919
149
17/01/15
Thank you for the opportunity to provide feedback However I'm afraid I had to leave some
questions unanswered as options such as n/a didn't exist.
Also some questions need thinking through - some seem to be directed at practise staff rather
than patients. Worth standing the other side of the desk when designing questions.
Most of the receptionist are nice,but there are some that are very rude.
30. If you have any further comments you wish to share, please enter them in the box
below.
Response Response
Percent
Total
11:18AM
ID:
14337391
150
17/01/15 I didn't answer the question about getting an appointment the same day as I don't think I've
12:16PM ever tried to do this. I would hope that it would be possible.
ID:
14338125
151
17/01/15 It would be good to have a baby changing facility at the surgery.
2:22PM
ID:
14339550
152
17/01/15 The Vision Online service is not user friendly at all. Some Prescriptions disappeared from the
11:55PM list without explaining why. Much improvement is needed!
ID:
14344137
153
18/01/15 The sympathetic caring given to me by reception staff was very comforting and reassuring
12:51AM after my husband died..
ID:
14344345
154
18/01/15 Very happy with the surgery and doctors
2:56PM
ID:
14348776
155
18/01/15 Still concerned that when a serious complaint needs further investigation speed is not good
3:03PM enough - although this was he case with the temporary doctor I saw in the summer who sent
me straight to A & E. I think it was a young doctor - Wolford or something like that.
ID:
14348979
156
19/01/15 We think you do a brilliant job. Well done!
2:01AM
ID:
14353765
157
19/01/15 no
12:22PM
ID:
14362999
158
19/01/15 I have concerns about the reception desk: One the staff can be rather off-hand, impersonal to
3:01PM say the least. Two is is difficult to to overhear both phone conversations & in person ones,
often able to hear inappropriately personal information.
ID:
14369334
159
19/01/15 Please improve the online appointment booking service
5:53PM
ID:
14375689
160
20/01/15 Excellent care, much appreciated. One small grumble--a smile from the receptionists would
9:06AM be nice.
ID:
14385221
161
20/01/15 My partner needs to register with a GP, but cant go here as access so difficult.
8:39PM
All of this could be easily recitified ,
ID:
14405213
The doctors that I have seen have all been excellent, the only problem for this surgery is
30. If you have any further comments you wish to share, please enter them in the box
below.
Response Response
Percent
Total
access.
I moved from west Sussex where my surgery had three late evenings a week, which was 5
years ago, so shows it can be done
162
22/01/15 Just to say I hope the surgery stays this good and doesn't take on too many new patients, as
6:00PM that could mean the service the surgery gives now starts to suffer.
ID:
14454058 I have been attending this surgery since the days it was situated in The Parade in Epsom. I
have always found it to be excellent.
163
22/01/15 please make the TV in the waiting room make a sound every time someone is called - it
9:38PM doesn't so it is hard to read or do anything while waiting in case you are announced but did
not happen to be looking!
ID:
14457343
164
25/01/15 Although I have rather limited experience, my GP is always very friendly and takes the time to
8:33AM discuss my concerns.
ID:
14498510
165
25/01/15 Not very easy to read noticeboard.
7:07PM
ID:
14506403
166
26/01/15 Reduced car parking fees and on line booking if poss.
9:51AM
ID:
14520164
167
26/01/15
12:07PM
ID:
14525462
Having been with the practice for so long we probably aren't up to date with all you do. I know
you have started using modern technology but once you have our email address perhaps a
quartely newsletter of advice when you can start to book flu jabs and the like would be useful.
Also being diabetic at times I need to make several appointments at the same time with blood
tests; follow ups dietician etc so it might benice to have more information on how to go about
these things?
Thank you for asking.
answered
167
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