COMMENTS INCLUDED IN COMPLETED
QUESTIONNAIRES
RESPONSES FROM
CENTRAL SURGERY
1
It would be handy to have a walk in surgery so people who need to see a doctor
urgently can do so without an appointment. All appointments are usually gone by
08:30 so people who are poorly don’t get the chance to see a doctor. You should
not have to discuss your medical problems with a triage nurse.
2
The appointments system is not working as the question indicates.
3
You should not expect Barton patients to go to Goxhill.
4
Unfortunately illness is not confined to a five day week.
5
It is difficult to see your preferred doctor or any other doctor on the day that you
are ill. It is a nightmare trying to get an appointment anytime. Pre-booked
appointments are always full no matter what time you start to ring unless you are
really lucky. It is an impossible situation.
6
I am concerned over replacement doctors not being found.
7
More consideration needs to be given to persons in employment who wish to
make appointments.
8
If you don’t ring up early enough you can not get an appointment. Rubbish
system. On the phone for ages. Never get to see own doctor so no continuity of
care. The appointments system needs changing.
9
The appointments system has always been a nightmare. Ringing up at 08:00
does not work for shift workers
Goxhill surgery is excellent and the pharmacist is always friendly and helpful. I
would like to be able to ring Goxhill surgery direct for appointments.
We have tried open surgeries only a few months ago.
Unfortunately we reached a point where so many patients
were crowded into the surgery that health & safety became an
issue. We now have a sit and wait surgery at 5.30 Monday to
Thursday which is accessed at the discretion of the triage
nurse.
We accept that this is the position and we are working to
resolve the situation.
We don’t expect them to. We simply offer it as another choice
as some patients are willing to use Goxhill if it means they
can see their preferred doctor.
There is an out-of-hours service available when the surgery is
closed. This can be accessed by telephoning 0345 604 7341.
Alternatively you may wish to phone NHS Direct on 0845 4647
Some doctors are more “popular” than other. As most
doctors have the same number of appointments available it
goes without saying that those in demand will be harder to
get an appointment with. Patients can now pre-book up to one
month ahead.
The partners believe that it is important to recruit the right
doctors. It can take time to find the right candidates.
This is a recurring theme from the patient survey, we are
open to suggestions as to how this may work. We have a
suggestion box in the surgery where you can post your
suggestions anonymously.
We have changed the appointments system a number of
times. What suits some patients seems not to suit others.
Patients are registered with Central Surgery not a particular
doctor.
Refer to point 7.
10
As Goxhill does not open until 8.30 having a separate number
could disadvantage Goxhill patients. Thank you for your
suggestion we will look at how this could be overcome.
As a result of this suggestion we have changed Goxhill
11
12
13
14
15
16
17
18
19
It is no good telling patients to ring at 08:00 the following day when you cannot get
through. Why can’t you see someone on the same day? The appointments
system needs a complete overhaul.
Some receptionists are quite rude. They need to attend a course on how to deal
with the public – without us they would not have a job! We should not be treated
as an inconvenience. More of their time should be spent at the front desk – not
chatting, giggling and ignoring patients from behind their glass screen.
I am very concerned at the lack of information sent to patients when changes are
made. I have found it difficult to make appointments when the system for making
these or the surgery times have changed without me being informed. A notice on
the surgery door is not sufficient especially for out of town patients. I only found
out about the change in telephone number by chance which I found particularly
concerning. Perhaps more postal communications or e-mails would help.
Waiting times at the surgery can sometimes be long but when you can see that
doctors are working hard to give patients time and care this is easier to accept. A
system to show how far behind doctors are running might help to ease the nerves
of waiting patients who sometimes feel they may have been forgotten.
I have never been able to book an appointment on the day or to get one for the
next week. I would like to be able to get an appointment on the day if urgent but I
don’t mind waiting if it is not urgent. The 17:30 waiting system is not very good. I
had to wait 45 minutes when my daughter was not very well.
A total overhaul of the appointments system is required. For example could a
certain number of GPs deal with advance appointments with one available all day
on a rota system just to deal with urgent same day appointments and
emergencies.
Can you install a drinks machine?
It takes 20 minutes to have the phone answered in the morning and by then all the
appointments for that day have gone. So you have to ring every day to try to get
an appointment which took me two weeks to get one and that was not with my
preferred doctor. There are too many locum doctors.
Unfortunately it is common knowledge locally that the whole appointments system
is frustrating, unhelpful and simply does not work for patients. I personally spend
at least 20 minutes constantly re-dialling at 08:00 for an appointment only to be
told that there are no appointments left. This is a regular problem. I have
regularly had to rely on the triage nurses to ring me back and get in that way. This
opening time to 8am and given patients a number for Goxhill
surgery directly.
We do offer a mix of same day and advanced appointments.
Refer to point 8.
Point noted. We will work on this.
Central Surgery has a list of some 17000 patients it is simply
not feasible or practical to write personally to every patient
each time changes are made. The new telephone number was
advertised on our website www.centralsurgery-barton.co.uk
and we also have a recorded message on the old number for
a number of months giving patients the new number.
Point noted, thank you for your suggestion. We will see how
we can make this work.
The feedback from most patients is that they are happy with
the sit and wait system. This was introduced to deal with the
very issue raised here.
This is very similar to how the current situation works,
although all doctors have a mix of same and day and urgent
appointments except on a Monday and Friday when we only
offer same day appointments.
No
Our telephone system has 8 incoming lines, with three
receptionists answering the calls. Therefore at any one time
there could be a queue of 5 people maximum on hold. Once
you have got an answer the maximum you are likely to wait to
speak to someone is 5 minutes.
During the first hour on a Monday morning we typically
handle around 250 or more telephone calls and up to 180 on
the remaining days of the week. Therefore it is likely that the
majority of patients will have to try a number of times before
getting through to us. We do suggest that you do not attempt
20
21
22
23
24
25
26
27
28
results in hardly ever seeing the same/own doctor about an ongoing illness. I feel
that I have to repeat everything over and over again and sometimes the same
tests are repeated. It is very frustrating. Perhaps resorting back to the old way
where a patient only sees their own doctor may help. I do not believe that any
patient, emergency or otherwise, should have to wait more than 24 hours to see a
doctor. I do hope that something can be done to improve the appointments
system as there is a lot of bad mouthing about it locally. I also feel that the
receptionists are bearing the brunt regarding this which I think is a disgrace as
they are not the ones who can change it. They must suffer abuse constantly on a
daily basis. Not only should you have a duty of care to your patients but also to
your staff
The appointments system is not good for the elderly. They cannot wait in the cold
at 08:00. I try to help my 85 and 88 year old parents but it hard work getting them
an appointment to see the doctors.
I would like more appointments to be made available to ensure that when a health
crisis occurs it is possible to get an appointment. All appointments have often
gone by 08:20. It is also frustrating not to get to see your own GP to ensure
continuity of care. However overall I am very satisfied with GP care in Barton and
Goxhill.
All the doctors that I have seen are fine. The only problem at the surgery is the
receptionists. Trying to book an appointment whether on the day or in advance is
just awful. I have been booked in to see one doctor and an hour after my
appointment time I asked the receptionist about the long delay only to be told that
the doctor was not even in that day.
It is virtually impossible to contact the surgery by telephone early morning to
obtain an appointment. We have resorted to having to join the queue at 07:45
with all the others who are having the same problems with trying to get a
telephone appointment.
The appointments system needs altering. I never get to see my own doctor or
same doctor twice.
There should be a late evening surgery at least once a week.
Does the practice consider jeans and t-shirt to be appropriate dress for a GP?
My granddaughter became ill at the weekend and was able to see a doctor on
Monday at 10:30. Well done.
Longer hours are required (e.g. 08:00 – 20:00). A better telephone system with
more lines for incoming calls is needed. More appointments need to be made
available. I wanted an appointment on 20 August but was told that it was very
busy and short staffed. I had to wait until September for an appointment.
to use the BT ringback service though as this does not work
on multiline exchanges like ours and means you would have
even less chance of getting through.
Our receptionist do suffer a lot of abuse from patients at
times and as you say they are carrying out instructions. It is
not their fault if an appointment isn’t available.
Refer to point 8.
Refer to point 8.
This is unacceptable and we apologise for this. The practice
manager was made aware of this at the time and has dealt
with the matter.
Refer to point 19.
Refer to point 8.
Noted. We will discuss this suggestion in due course
No, we do not consider this to be appropriate
Thank you for your positive feedback
We currently have 8 incoming lines, this was increased from 5
lines in August 2011. Our experience is that it is only during
the first 30 to 60 minutes of each day that patients may get an
engaged tone. Adding more lines does not seem worthwhile
for the very limited time that this would be used.
August was very difficult for us this year, as well as being
peak holiday time, two doctors left the practice and a third
was on long term sick leave. We were rather caught out by
events and apologise to patients who experienced difficulties
during that time.
The self check-in system should not allow this to happen. It
will be investigated. Please let us know if this happens again.
29
Earlier this year my partner had a GP appointment. She used the touch screen
check-in on arrival, but after an hour of waiting she had still not been called for her
appointment. When she enquired at reception she was told that her GP was no
longer at the Surgery that day as the GP had either been unable to get in that day,
or had been called away (I cannot recall the exact reason). I just wanted to
highlight that the touch screen system was allowing patients to check in for a GP
who wasn’t even in Surgery.
30
Far too many appointments getting booked up to a week in advance. Should only
be able to book 2 to 3 days before. Also should be able to book an appointment
after 4 o’clock for the next day between 8 and 9 in the morning. That might help
us having to not queue from 7.40 in the morning outside, which in my opinion and
many more think it does not look very good for your Practice. So many
appointments should be left free for each day to be booked on the day.
Morning/afternoon and tea-time sessions.
Most patients tell us they prefer to book further ahead rather
than the 2-3 days as you suggest here. As said earlier
whatever system we put in place some will like it and others
will not.
31
I am surprised not to have been notified re Drs leaving the Practice and the
arrangements put in place. I do not know who I am now registered with. I still
have difficulty booking a non-urgent appointment to suit my working day. Office
life would run more smoothly if I could do this.
You are registered with Central Surgery not a particular
doctor. As we have 17000 patients, writing to each one
individually is simply not practical.
32
I would like to give you some constructive feedback regarding my experience at
the Central Surgery. I do not often visit the surgery in Barton, preferring instead to
use Goxhill Surgery which is nearer but on the small number of occasions I have
visited Barton I have always received good service from the receptionists, nurses,
doctors and the pharmacy. As I work full time I would normally request an
appointment before 9.30 am or after 5 pm, which should be possible with the
opening times, which I regard as very good. I have extreme difficulty in booking
an appointment in advance as, although appointments can supposedly be booked
This is disappointing, if the doctor has put on your notes that
you need to see him/her to discuss your results than you
should have been offered an appointment for that purpose.
The receptionists are aware of this. We are most surprised
that this didn’t happen and can only apologise.
The issue you raise regarding your repeat prescriptions is a
cause for concern. If you wish to discuss this further please
1 week in advance, there are never any available. A recent example is when I
tried to get the results of a head scan. The receptionist said I would need to see
the doctor for the results, but there were no appointments to book in advance as
they were all taken. I tried to get an appointment at anytime the following week as
I was on leave, but again all the advance appointments were booked up. All the
time it was delayed I was worrying about the results. I can easily arrange my
work around a doctor’s appointment booked in advance but it is not feasible for
me to telephone at 8 am for an appointment the same day. The Receptionists are
not at all helpful and do not offer to help resolve any issues. For 6 months my
monthly prescription was incorrect and the Receptionist was unable or unwilling to
help. Nearly every month some medication was missing and I was told by the
Receptionist I had to see the doctor for a review before it was issued. As this was
happening nearly every month and it did not relate to the review date on the
prescription I asked the Receptionist if she could help sort it out. The Receptionist
was less than helpful and offered no assistance. I find that having to walk past all
the patients in the waiting room to put my repeat prescription in the box next to the
Receptionist is intimidating and unnecessary. A secure box placed in the
Pharmacy would be much better, as at my previous doctors. The Reception area
is too open and everyone in the waiting room can hear everybody else’s business.
I would like more privacy but by asking to speak to the receptionist in another
room would draw attention to myself, which I would not like. I feel a different
solution is required and it would be of benefit to all patients. I do not know
whether the Goxhill Pharmacy is under the management of the Surgery, but the
waiting times for service are really dreadful. Overall, I feel that the service and
care at the Central Surgery are very good, but it is let down by a small number of
individuals who are unhelpful and the lack of enough advance appointments.
contact the practice manager at the surgery.
33
I am not satisfied with the appointment system and finding it difficult to see a
doctor.
Refer to point 8
34
I very rarely use doctors so really can’t say how new appointment system working
as it has only been running 2 months and only used doctors once.
If patients do not wish to walk past reception to post repeat
requests you can order by telephone, email
repeats@bartoncare.com or on-line at
www.centralsurgery-barton.co.uk.
We are working on the assumption that these comments
relate to the Goxhill surgery.
35
I am hard of hearing and sometimes have difficulty hearing my name being called.
Also, I see your Nurses regularly for wax removal. I understand that the present
system of high pressure irrigation could damage the ear drum. I only have some
hearing in one ear, could a safer alternative be made available?
Your comments have been noted for further discussion.
36
Prescriptions: mostly working, multiples are never ready together, frequently lost
and generally shambles. Receptionists: always stressed, rushed, surly and
unhelpful. Flu jab information none existent. Medication reviews: pointless,
unnecessary and treated as time wasting. Patients made to feel as hindrance by
staff. Parking ridiculous and the list goes on……………………
We can sort out the timing issue for your repeat prescription
so that they fall due together. Please phone Danielle at the
surgery to arrange this.
Medication reviews are part of the Government’s best
practice guidelines. If you object to this you may wish to
contact your MP.
We can do nothing about the parking issue in Barton.
37
I myself have had no real issue but I have heard from several people that they are
unhappy with the telephone system for booking appointments, taking upto an hour
before someone answers the telephone. Having to ring same day for
appointments!
We accept that during very busy times (ie Monday morning) it
may take an hour to get through because of the engaged
tone. However, once patients are connected, the wait should
be less than 5 minutes before speaking to someone.
38
Repositioning of the self checking in machine to avoid being in the queue.
It is accepted that this is a problem, we will look to see if this
is possible.
39
Yes my concern is with the patients who do not keep their appointments and spoil
it for someone who would turn up and keep the appointment.
This is our concern too and unfortunately happens far too
often.
40
The two issues I have had problems with now seem to have been addressed – 1)
Receptionist attitude and 2) dress of certain Doctors, they should not wear
trainers etc
We do hope these issues have been addressed
41
It is still very hard to get an appointment on the day. You start to ring at 8am you
usually get through at 8.30 by then all the appointments are gone. I have never
yet been able to get an advanced appointment. This system is terrible. I don’t
know of any other surgery where it is so hard to get an appointment to see a
doctor. My doctor is Dr F Macmillan I hardly ever get to see him as he is always
Refer to point 8. To add to this there are many other surgeries
in North Lincolnshire and on the North Bank where getting an
appointment is a lottery. We do accept though, that getting an
appointment with a” preferred” doctor can be difficult.
booked up.
42
I would like to be able to see my OWN doctor at all times at BARTON Surgery as
it is so much easier to get to when you don’t drive.
You are registered with Central Surgery not a named doctor,
however your point about being seen at Barton when you do
not drive is accepted.
43
The appointment system keeps changing. I understand that you are trying to find
the best system, but you don’t seem to communicate what the system is. When
my review is due I find it difficult to see the doctor of my choice. Re Goxhill
Surgery, it would be extremely difficult to attend as the public transport system
does not cater for residents in the low villages. Buses are few and far between.
We are trying out various permutations for the appointments
system to achieve the best result for the majority.
44
More flexibility in appointments system. Not very easy booking appointments
when you have to ring on the day to book one. When you ring all that day’s quota
has gone!! If you are working it is very difficult to ring from work. You need to be
able to pre-book these appointments 2 to 4 weeks in advance and this is not very
easy to do. Saturday surgery (morning) opening for people who work or later in
the evening for appointments to see GP or Practice Nurses.
Refer to point 7.
45
In general we as a family have no complaints with doctors at Central Surgery. We
do, and I know other people who have a real problem with the rest of your
receptionists, both on the telephone and face to face attitude is not at all
acceptable. Who gives them the right to talk down to me or any other patient??
Totally unacceptable and it has been for many years.
If a patient is finding a problem with the attitude of particular
staff member(s) please contact the practice manager with the
name of the staff member concerned so that he may be able
to address this.
46
I am very satisfied with the service provided. My only concern has been the
difficulty in getting through on the telephone.
Refer to point 8.
47
Even though appointments can be booked up to 7 days in advance – they are
usually all booked up and unless it is an emergency you are left with the only
option of ringing the following day at 8 am. I needed a flu jab as I am asthmatic
but couldn’t make the clinics due to work but I was unable to make an
appointment for the jab, I still haven’t had my flu jab.
Taking on board the comments in the survey, patients can
now book up to four weeks in advance.
We are astonished that you were unable to make an
alternative appointment for a flu jab. Please contact the
practice manager if you wish to discuss this further. This
should be very easy for the receptionist to sort out.
48
I would like some of the receptionists to go on a peoples skill course, they can be
very abrupt when talking on the phone and you feel as though they need to know
the problem before they let you even near a doctor. I find this very rude and
intrusive into patient confidentiality. I do no like to have to visit the Surgery, I do
not like being poorly so when I do actually ring for an appointment I either get put
on hold (la di da) or turned down and advised to call the next day at 8 am when
everyone else rings at the same time. Surely you can stagger the times on the
phones so you can actually make an appointment for 2016!!! I do apologise about
my spelling but as you can tell from my scribble that the Surgery patient line is a
load of poppy cock!!
The receptionists have no right to ask you why you need to
see a doctor. The receptionist may enquire if you feel that
your need is of an urgent nature so that alternatives can be
offered. When patients need an appointment with the nurse
they may be asked for the reason as each nurse offers
different clinics and it is important that you get to see the
right person, otherwise the appointment will be a waste of
your time.
49
It is very difficult when you work out of town to get an appointment it’s very hard to
get through on the phone at 8 am. I think more help with pre-booking to see a
doctor should be given to those that work. Saturday appointments would be
perfect.
Refer to point 7.
50
Reported Drs and Surgery twice to the GMC but nothing ever said/done (stick
together). Still waiting for results from 10 October 2011 when Dr Blumenthal told
me to make appt to see him for results. Receptionist said NO PRE-BOOK. So
now not interested.
We do not wish to respond to this.
51
Only concern is the receptionists they could be nicer when speaking to you. One
is very rude, abrupt and generally not helpful.
Refer to point 12.
52
Principal concern is the difficulty in obtaining an appointment at short notice.
Advice to ring at 8 am is not very helpful. Phone is usually engaged and periods
of up to 60 mins have elapsed before communication is made – only to be told
that there are no appointments available that day, or indeed, that week. I have
seen queues outside the Surgery from 7.40 am so that appointments can be
made. Perhaps a number of appointment “spaces” could be set aside for
telephone enquiries each day!!! A difficult problem which may not be easy to
resolve.
Refer to point 8.
53
Booking in screen is blocked by queuing patients at 8.00 am. People with
appointments cannot get to it. Relocate to other door? Pre booking appointments
with preferred doctor is often difficult. Patients phoning in at 8.00 am take spaces
for following week blocking phone lines for that day appointments. If the doctor s
not in the Surgery in 7 days time there should be the flexibility to pre-book for their
next available surgery even if this is day 8 or 9.
Refer to point 38.
54
I am a new patient to this surgery as I’ve only been here a year. So far I have to
say I am completely satisfied with every time I have rang, always a polite answer
and helped with the appointments. Both Barton and Goxhill surgeries are good.
The doctors and nurses I have been in contact with have been kind and
understanding.
Thank you for your comments. It is interesting to note that
patients who come to us from elsewhere tend to be much
more complimentary than those patients who have always
been registered with us.
55
More appointments available at Barton. Wanted an appointment on 2 occasions
and both times had to travel to Goxhill (although Goxhill is a nice and punctual
surgery). I think Barton people should be able to get appointments at Barton.
When we opened Goxhill surgery it was our expectation that
new Holland and Barrow patients would also use Goxhill.
Many New Holland and Barrow patients still prefer to use
Barton hence this issue arising.
56
Be able to ring anytime for an appointment. Some people work shifts or on
refineries and can’t ring at 8 in the morning or get appointments they want. For
receptionists to make appointments and take this into consideration.
Refer to point 7.
57
I have found it impossible to make an appointment in advance with my preferred
Doctor treating my blood pressure and have had to ring on the day to get an
appointment.
Refer to point 59
58
Goxhill Surgery – whilst waiting for a doctor when I have an appointment takes
sometimes 45 mins!
We would be interested to know how frequently this has
happened
59
Regarding question 2 – when I tried to make an appointment in advance I was
told to ring again the following morning at 8 am.
We only release some appointments to book in advance and
keep more for book on the day. This is because the majority
of patients tell us that they prefer to be able to be seem when
they become ill. Furthermore, the further in advance people
book for their appointment the more likely they are not to
keep it.
60
Less waiting time for appointments.
We are unclear what is meant by this statement.
61
Very disgusted with the fact that when trying to get an appointment at Goxhill (200
yds from my home) I often get told I will have to go to Barton instead. However, I
have friends who live in Barton that come to the Surgery at Goxhill. I would hope
that the “village surgery” would have been easier to access if you actually live in
Goxhill but this does not appear to be the case. Very misleading and even more
disappointing. Almost impossible to get an appointment if you work in town and
can’t speak to anyone until you get to work at 9 am as all appointments already
taken just after surgery opens. Not a good service for the village.
The feedback from the questionnaire indicates that more
people in Barton experience this with Goxhill than the other
way around. We are very surprised that you have had
difficulty getting an appointment at Goxhill surgery.
62
Saturday PM surgery?
No
63
Reception staff are not at all helpful when it comes to making appointments. I
have even been told I am not allowed to pre-book appointments any longer by
one member of staff.
You can pre-book up to four weeks in advance.
64
Late evening hours/or Sat appointments for people that work all day/or men only
clinic once a week.
This will be discussed at a later time.
65
When you ask for appointment at reception the receptionist always ask what’s
wrong with you – 1) I wish it to be kept private 2) everybody else can hear you
and they wont give you an appointment unless you tell them and if it is a delicate
matter, I do not wish them or everybody else to know so I make something up –
i.e. bad knee.
The receptionists will not ask what is wrong with you, should
this happen please let the practice manager know as it is not
practice policy to ask a patient why they require an
appointment. The only exception will be if you need to book
an appointment with the nurse, but even in this situation the
doctor should give you a note to hand to the receptionist so
that you don’t need to disclose this.
66
Consistency across all the services and personnel would be the only feedback I
could give. The vast majority of times the experience at the surgery is excellent.
Where there has been inconsistency it has had a negative impact. The difficulty
in seeing the same doctor in an “episode” of treatment is significant. The last time
I tried to book ahead for a follow up/review I would have had to wait 3 weeks to
Refer to points 7 & 8.
see a named GP. I start work at 7.45 am and by the time I get through to the
surgery, more often than not, all the appointments that are left for a named doctor
have gone. I once repeated the daily phone calls for a week, then gave up and
saw a GP who knew nothing about me.
67
One late night surgery for people who work. More doctors, 2 min 4 max.
We have recruited three new doctors to the surgery and are
still looking to recruit a further doctor.
68
Actually getting to see a doctor is not a problem but you rarely get to see the
same one and this often ends up in delay and explaining your symptoms over and
over again. Also doctors at the surgery are not very good listeners and can also
appear very abrupt, as if you are wasting their time. Very keen to keep issuing
antibiotics instead of offering further investigation into the root cause of symptoms
– is this because of cost?
Thank you for your feedback. Your comments have been
noted.
69
I have answered question 11 but also think there should be some way to deal with
other patients being able to hear your conversations.
Most patients do not seem troubled by this. However, we do
accept that we need to consider alternatives for those who
are.
70
There is still a problem with ringing at 8 am for an appointment on the day, nearly
impossible to get through then when you do most appointments with own doctor
are taken. As for being offered an appointment at Goxhill, not everyone has
transport available. Also a courtesy letter to patients would have been
appreciated after two doctors left the surgery, who is responsible for those
patients now?
Refer to points 7 & 8.
1) More privacy at reception with regards to name and address being spoken. 2)
Why do you have to hand a repeat prescription to a receptionist when there are
qualified pharmacists at both practices? 3) More consideration when giving out
appointments to those who do work full time but do not work within the
Goxhill/Barton boundaries and who don’t want/cannot afford to be travelling
excessively but would prefer first thing or last thing appointments. 4) More
interaction with the hospitals, i.e. my husband is under Scunthorpe Hospital and
goes once a year for a check-up but he is still called to Central Surgery for a
check-up too because they prescribe the tablets. When he gets to the Central
1)
Yes we do realise this is a problem for some patients
2)
Receptionists print out the new prescriptions, the
pharmacist/dispensers dispenses the medication only
when the prescription has been signed by a doctor.
3)
Refer to point 7
4)
All patients taking repeat medications are required under
71
As already stated earlier, we have a list of 17000 patients
registered with us. Writing to each and everyone is simply not
practical.
Surgery appointment he is asked why and what are his problems/issues but
Central Surgery have called to see him. 5) Not prescribing enough tablets to
cover 1 month. Some months are 31 days NOT 30.
current guidelines to be reviewed by their GP regardless
of whether they are under the care of the hospital or not.
5)
The amount of the medication dispensed to you will
depend on the pack sizes as determined by the drug
manufacturer; usually this is a 28 day supply.
72
Find it difficult to get follow-up appointments when my doctor told me he needed
to see me the next week. I could not get an appointment for 3 weeks, this is a
common problem by what other people have told me.
We are aware that this can be a problem and will be looking at
ways to resolve this.
73
It would be nice to know when and if I can phone in to make an appointment? As
I work some distance from Barton a doctors visit can take half or a full day. My
request at this time is a repeat prescription (or other) to cure a stiff neck. Thank
you.
Please refer to point 7
74
Appointments. People who wish to make an appointment for the following day are
normally requested to telephone the surgery the following morning, this results in
people queuing outside the surgery before 8 am because they are unable to
arrange an appointment by telephone due to the initial high demand on the
telephone system. The surgery is open until 18.30, would it not be feasible for the
receptionist to ask the people who telephone for an appointment as above, to
telephone from 17.15 to 18.15 hours the same day instead of the following
morning. When people are aware of the change this will eliminate the current
rush for an appointment.
We understand your point, but given the demand for
appointments we would anticipate that this would simply
create another rush in the day at 5.15. Having said that this is
worth considering.
75
Thank you for choosing me for your patient survey 2011. As I live in Ulceby and
fortunately I can drive there are residents that don’t. It is very difficult for them
sometimes to make an appointment at the Barton surgery as we only have two
buses there and back. An appointment has to be made then in that time slot. I
know we can go to Goxhill surgery but there are no buses from Ulceby to take us
there. As you are doing a survey could you not find out from your records how
may people from Ulceby and Wootton have to travel to Barton or Goxhill, because
it might be feasible with proper opening hours to re-open Ulceby surgery, say for
instance Goxhill in the morning and Ulceby in the afternoon, it would also stop the
Thank you for your suggestion. The expectation was that
Ulceby patients would have an open choice about which
surgery to use. We hadn’t appreciated the difficulties of the
public transport system though.
congestion in the street in Barton and stop the ill feeling in Goxhill about Ulceby
residents taking up all their appointments.
76
Appointment booking is till very stressful. The problem is that you have to get on
the phone at 8 am and dialling over and over until you get an answer. If I leave it
until 8.30 most/all appointments for the day have gone. Suggestion: can you
allow some booking of appointments by computer – 30 to 40%? This would allow
doctor selection, time selection and take 30 to 40% of phone calls at 8 am off line.
Your suggestion is noted. We have discussed the possibility
of having on-line booking in the past, but we feel this is
reducing the options for those patients who do not have
access to a computer. Perhaps we should give this
consideration again.
77
Could the surgery operate a late night twice a week until 8? This would
accommodate patients that can’t get into a surgery during the day. One particular
doctor’s appearance doesn’t look smart and appropriately dressed. Not offencive
but a tight skirt and t-shirt showing her belly doesn’t give great confidence and
appeal. Found doctors and nurses very helpful when I went to them for some
advice on tightness of chest later found out to have a mild case of asthma that is
induced by exercise.
The doctor you refer to in your comments has now left our
surgery.
78
Only that when I ring up I would like to get an appointment on the same day or the
next day.
Refer to point 8
79
I prefer Goxhill surgery for convenience, however, the small reception area is
often too over crowded and lacks patient privacy, an issue which has been
discussed informally by other Goxhill residents.
Thank you for your comments. We do accept that the waiting
room can become overcrowded if we are running late for
appointments.
80
Please note Q9, it was easy to get results but unfortunately they were incorrect as
the receptionist didn’t completely read the whole screen. Luckily I already had an
appointment with the doctor and this problem was resolved.
This incident is clearly unfortunate. We are pleased this is
resolved but it does suggest there may be a training issue to
address.
81
I am not elderly but my mother is in her late 80’s and has trouble getting
appointments and dealing with the answer phone. Priority should be given to the
elderly who can get confused and do not like to push to get an appointment or feel
they do not want to use the triage nurse option (as they don’t like to cause a
problem). Also the nurse’s room at the dispensary end door is never shut
properly and I do feel conversation can be heard.
We now deal with so many enquiries that having an option
system on the phine is the only way to handle calls efficiently.
Many patients tell us about difficulties they have getting
through already, this would be considerably worse if we did
not handle calls in this way.
82
No, but I am very pleased with Dr Claire Chambers, she is lovely and very
efficient.
Thank you, this is very nice to hear.
83
As you can see from my reply, service from doctors and nurses is excellent and
always has been (apart from one incident a long time ago). My biggest anxiety is
the appointment system, which seems to be constantly changing. I have grown
exasperated on several occasions and occasionally have had to visit the surgery
(reception) in person – or opt for the ease of an appointment at Goxhill (about 9
miles away). Neighbours of mine in Bonby do not seem to have the same
problems at the Practice in Brigg.
Refer to point 8
84
Would like an appointment on the day I ring.
Refer to point 8
85
I would like to see more information to do with the cost of travel in respect of NHS
exemption certificate card holders.
The patient information in the waiting room is provided for us
by the organisations concerned.
86
My only concern is that it seems easier to get an appointment at Goxhill rather
than Barton, a few people I have spoken to have the same opinion.
Goxhill surgery was staffed to cater for the patients living in
the nearby villages. Many patients, especially in New Holland
and Barrow still seem to prefer to use Barton.
87
Whilst I am more than happy with all services provided at Central Surgery some of
the patients older generation find the new prescription and appointment systems a
little difficult.
We would be interested to hear how you think this could be
improved.
88
Being told if appointments are running to schedule or not. Being seen on time
especially if first appointment of the day.
Point accepted. This should be easy to put in place.
89
Be able to make appointments for the next day or whenever is suitable for the
patient. I have never been able to make appointments up to 7 days in advance,
neither have my friends and family. Doctors should take more time and be more
interested. Receptionists need to be more polite. What use is a Goxhill surgery
to people who don’t have transport?
We would like to think that Goxhill surgery is useful for
people who live in or near to Goxhill
90
To guarantee an appointment with your doctor one has to queue outside from
7.30. When you phone, by the time you get through all appointments have gone.
Refer to points 8 & 31.
Pre-booked ones have gone also. Sometimes you are offered another doctor but
sometimes you need the doctor who knows you. Since Dr Clare left I have no
idea who my doctor is. I have not been informed or asked to see any new doctor.
91
Can never get an appointment when I ring first thing in the morning. I always get
asked to go to Goxhill but I’ve seen people who live in Goxhill get an appointment
in Barton.
We have been careful not to direct patients to a particular
surgery. We believe that most patients welcome the ability to
choose for themselves which surgery to use.
92
Stop receptionist interrogation they are not medically trained. We wouldn’t phone
for an appointment if we didn’t need one. Ask doctors to dress in a manner that
reflects their professional standing in the community. I am not asking for suits and
ties but just smartly, no jeans and t-shirts and heavy metal music during
appointments please.
Refer to point 48 & 65.
93
It is very hard to obtain an appointment. You have to ring at least 7 or 8 times to
get through and then there is not always an appointment. As I have school I do
not have 30 mins spare in the morning to try and get an appointment so I don’t
normally bother.
Refer to point 8.
94
When a doctor leaves, their patients should be informed by letter as many do not
visit the Surgery regularly to see any signs that may be displayed. Collect
patient’s email addresses to enable better communication in future.
Refer to pojnt 31.
95
Question 10 was not easy to answer as certain receptionists are very polite and
helpful, but others are quite rude and not at all helpful.
Refer to point 45.
96
I don’t think the doctors nowadays take enough time to look at people’s problems.
Also you had a trainee nurse look at my son and sent him home with a viral
cause. That’s what every doctors says when in fact it was meningitis (I wanted to
sue for that) I have been asked to self medicate by the triage nurse when I don’t
know what is wrong with me. Also one of your doctors missed the fact that my
son had Kawasaki disease and was sent home with viral again. Unless you are
over 60 you do not get a chance to see a doctor. I have waited 6 hours before
your triage nurse rang back which I think is disgusting. Personally I think a shake
up would be better than trying to get an appointment. Also as well, my dad had
We would prefer not comment on this.
been seeing a doctor, if you can call him that. Your so called doctor couldn’t see
a cancer victim because he wouldn’t know the signs of cancer if he had it him self.
I don’t think Barton surgery is a very good place to go. Better off going to hospital.
97
1) After visiting a doctor at Central Surgery in June an appointment was made for
the following week with the same Dr but at Goxhill Surgery at 10 am to which I
agreed. When I arrived at Goxhill I was told that particular Dr wasn’t there he was
at Central Surgery and my appointment time had been altered to 10.20 am. NOONE HAD INFORMED ME – I had to race back to Barton to arrive in time for my
altered appointment time. I informed the Dr concerned and he apologised but it
was just not acceptable causing much stress, why wasn’t I told? 2) Regarding
question 2 I didn’t know a new appointment system had been introduced as
fortunately I don’t need to visit the surgery too regularly but I do think patients
should be informed of the changes. 3) In my experience it seems the only way to
see a Dr of one’s choice is to queue outside the surgery before 8 am. Sometimes
the queue has 20 – 30 people which seems to be a ludicrous situation in this day
and electronic age. 4) Again regarding keeping patients informed, have Drs been
appointed to replace the ones who left in the summer? A friend visited the
surgery during August and only one permanent partner was present the rest were
locums, surely this is not conducive to the continuity of patient care.
1. This is unacceptable, we can only apologise for this
inconvenience. You should have been informed.
2. A notice was put up in the surgery; it isn’t practical to
write to 17000 patients to personally inform them of
changes.
3. Refer to point 8
4. Refer to point 31
98
Repeat prescriptions revert back to old system i.e. order on day of collection.
We now process so mnay repeat requests that it isn’t
possible to do them on the same day. The Government has a
current standard in place to deal with repeat prescription
within 2 working days.
99
Sometimes having to wait and see preferred doctors – times have been up to 3
weeks. The opening of a surgery in Goxhill has not been very beneficial to
patients at Barton Central Surgery, a lot of time has been given to Goxhill and
Barton has lost out.
The allocation of resources to Goxhill relects an expectation
that those patients living closer to Goxhill surgery would use
it rather than Barton. If this happens then there should be no
noticeable loss of service at Barton.
100
It would be nice when your own doctor leaves to be asked which one you would
prefer as your own, instead of just being allocated one that you do not wish to
see.
Refer to point 31.
101
An uncertainty of the appointments system – seems to change from week to
week. Queuing outside (Winter approaching) is not acceptable in this modern
age.
102
Use of PHQ to assess low mood and suicidal ideation – I had to complete this
several months ago and thought that it was a poor tool; each set of questions
contain several questions/options so it can be difficult to get an accurate answer –
the last question received a NO answer because it asked if I had contemplated
suicide, but there were other elements to the questions which would have got a
YES answer. As an experience mental health professional, who assesses
suicidal behaviour on a regular basis, I would never consider using that
assessment tool. Sometimes the Junior doctors will not listen to patient
experience/knowledge – I was made to wait a week before starting Citalopram
because I was taking Amitriptyline for IBS. I tried to point out that on the doses
that I would be taking there was very little chance of my Amitriptyline levels
becoming toxic. I am a very experienced Nurse Prescriber.
We have blanked out this comment as it may compromise
patient confidentiality.
103
No – quite happy with the services provided.
We are very pleased to hear this.
104
I struggle to get appointments sometimes. All the pre-book appointments are
always taken and I feel we should be able to book more appointments in advance,
upto 2 weeks if needed. I work full time and start work at 8 am so by the time I
am able to ring the Surgery all the appointments for that day are gone.
Refer to point 8
105
I wasn’t aware of the 7 day advance booking arrangement despite booking and
attending several appointments in the last year. Overall the receptionists are very
good. One receptionist told me that repeat prescriptions MUST be booked at
Central SURGERY, that is handed in. It isn’t possible to speak to a receptionist in
person without being overheard, which I think is not appropriate. I’ve noticed a
large number of appointments have not been kept. I personally think there should
be a penalty for not attending, there has to be genuine excuses for some but not
all.
You can order repeat medication at either of our surgeries, or
on line at www.centralsurgery-barton.co.uk
I feel the appointment system could be improved – NOT SURE HOW.
Refer to points 8 & 45
106
A number of patients fail to keep their appointment which is a
constant cause of frustration for us. Sadly we are not
permitted to charge a penalty for the wasted time this causes.
Receptionists can SOMETIMES be a little bit insensitive.
107
Did not get notice of flu inoculation and I am diabetic. Usually do get notification.
Really like Goxhill surgery.
We are disappointed to hear that you did not receive a letter.
Should this happen again in the future please let us know.
108
I would like to be able to order a repeat prescription by telephone 24/7.
You can now leave a message to order prescriptions 24/7 on
the telephone.
109
Saturday AM opening.
This is highly unlikely.
110
It sometimes takes a very long time to get through on the telephone for an
appointment. I find sharing the Nurses room with other patients very
uncomfortable.
1. Refer to points 18 & 19
2. Thank you for your suggestion on this we will look
into this.
111
Quite happy with most of it most of the time.
We are pleased that your experience is positive.
112
It is still very difficult to get through to the surgery when you ring between 8 and
8.30 am to try and book an appointment as the phone is permanently engaged,
more phone lines could address the problem possibly.
Refer to points 18 & 19
113
Appointment system still needs to be improved.
Refer to point 8
114
When I wish to make an appointment I am more likely to get an appointment if I
walk down to the Surgery by 8 o’clock. On numerous occasions when I have
arrived at the Surgery by 8, I have been informed that there are no appointments
with a female doctor. How is this possible? Especially when I attempt to pre-book
an appointment and am unsuccessful. I then find myself having to explain my
condition to a receptionist so they can determine whether my need is great
enough to book an appointment. This is usually at 8 o’clock in a morning with a
full surgery, although I appreciate they are prioritising, I do not think that this is
right.
Refer to point 8 & 48.
115
I would like to be able to make follow up appointments before I leave the Surgery
to see the same Dr again (if asked to return). I do not want to have to see
different Drs with the same complaint (illness) as they do not know you and
When you leave the consultation with the doctor you can call
back at reception and book a follow-up appointment up to
haven’t time to start from scratch again. Why can I not make appointments for
blood when I have an appointment for the diabetic nurse as I do need to have this
done before I see her? It would make sense to make both appointments together.
four weeks ahead.
116
Dr Chapman has left – was my Dr. Can I prefer Dr Wellings or Dr Blumenthal
please.
You are registered with the surgery. You can book an
appointment with any doctor providing that there are
appointments available with the doctor of your choice.
117
On appearing at the counter staff behind the screen SHOULD NOT completely
IGNORE people but should stop working and attend immediately. In practice this
does not happen and is very discourteous. Also results of tests should not be
read out in public but a printout supplied.
The receptionist are also employed to deal with calls, at busy
times we do have a receptionist permanently on the front
desk, but during quieter times, this would not be useful.
We agree with your comments about the test results. If this
happens again please let us know so that we can deal with
the matter more personally.
118
As I work full time I find the appointment system VERY difficult. Sometimes I
phone at 8 am and it is continually engaged until 8.45 am by such time no
appointments are available….so have to try the same rigmarole the next day! (As
well as get ready to travel to work). I had to resort to queuing up at 7.45 am to get
an appointment. I found this frustrating as a lot of the people queuing are retired
so I assume could go any time. I feel the current system really does not help
people who work full time and will act to stop workers attending the doctors. I
would suggest for the surgery to be open 6 to 9 pm for a few nights a week and
possibly a SATURDAY morning. Also introduce a system so if you can not get an
appointment on the day, you can book one the following day? Thank you.
Refer to point 7.
119
Biggest concern related to letters from external health practitioners addressed to
my Registered GP at the Central Surgery going “missing” on each occasion and
even subsequent copies handed in by hand. This happened more than once and
necessitated several unnecessary calls to the receptionists – both telephone and
in person. I did allow several days for my doctor to receive the letter and take
action (approx 10 days) but had to “chase” each time and provide copies which
also had to be chased. At the time it felt correspondence to you was disappearing
On rare occasions letters may get stuck in the system but this
is an unusual occurrence. We are very surprised to hear that
this has happened more then once to a single patient.
into a big “black hole”.
120
I feel it would be beneficial to have a healthcare assistant available during surgery
times to take bloods. I am sure patients would be prepared to wait for a while if
necessary rather than having to book another appointment, quite often as much
as a week later and have the inconvenience and expense (village patients) of
making another journey to the surgery.
We have increased our number of Healthcare Assistants in
the last year or two to meet the demand and reducing waiting
times. We are not aware of any other surgery who is able to
offer a same day blood service except where it is required
urgently.
121
Receptionists seem to ask what is wrong and if you need to see a Dr – they are
not qualified to suggests this, whilst they are very good at their job, they should
not ask this information.
Refer to point 48.
122
I preferred the old method of booking an appointment. It is very difficult to make
an appointment even if you ring at 8 am it is usually very busy and by the time you
get through all appointments are usually gone. I remember you used to be able to
ring and be asked if you can be there in 10 or 20 minutes. It was much better, my
last appointment I had to wait 2 weeks for.
Refer to point 8.
123
I would like to see my preferred Dr within 3 days of my speaking to a receptionist.
Sometimes it can be longer than 1 week and by then I have seen another Dr who
did not prescribe the original medication or refer me for further treatment. It would
make me feel better to have continuation and rapport with one Dr who also really
knew me as an individual patient. I know circumstances at present make this
difficult especially as there is only now one female doctor practising at the
Surgery.
We now have three female doctors at the surgery.
124
I’ve tried to make advance appointments several times, only to be told you have to
ring on the day from 8 am. It is impossible – it takes half an hour constantly on
the line then 20 mins later we’re put in a queue. Very frustrating and costly. Then
to be told your Drs booked up!! But! You can get to GOXHILL!
Refer to point 8.
125
My concerns relate to question 2 – relating to my experience seeing preferred Dr
relates to prescription renewal for my wife for 2 weeks before and 2 weeks after
her renewal date I attended Goxhill at around 11 am and was told on each
occasion that all the doctors were fully booked for the next 7 days. I would
This issue is very patient specific, it would therefore be
inappropriate to comment. However you can now book one
month ahead which should help.
suggest the 7 day limit be reviewed. My wife suffers from dementia and it is
easier to deal with familiar persons.
126
The appointment system never seems to be in operation. I always find I can only
book on the day – always at inconvenient time as I work out of North Lincs. * I
always ask for appointment first thing or late afternoon but only ever offered mid
to late morning or I am told the latest time is 3.30ish, which I cannot get back in
time for. I no longer even try the telephone system as by the time I get through I
am told all appointments have gone for early morning (see above*) therefore I
attend the surgery on opening. As an observation whilst waiting for my
appointment I overheard at least 3 patients by phone and in person, being turned
down for appointments that day and that they could not book in advance.
As a consequence of patient feedback our normal surgery
times run from 8am until 10.30am and 3pm until 6.30pm. We
hope this is more convenient for you.
127
The only concern I have is Question 2 – appointments 1) Telephoning when we
want an appointment in the morning is problematic. 2) We then have to go and
wait at the Surgery until it opens at 8 am.
Refer to point 8
128
Being able to get an appointment when it is convenient to you, i.e. later in the day.
Refer to point 8
129
My answers to Q14 to 19 were based on the care received from Dr Lavery.
130
Longer opening hours for working people.
Refer to point 7
131
I would like to see an open approach to some complimentary therapies within the
Practice. As an experienced Tutor Therapist of the Lincolnshire Association of
Healers, I would welcome and invitation to state my case.
We are happy to listen to your views in this.
132
I would just like to say there are so many areas for improvement I feel. I waited
one and a half hours at Goxhill to see my own doctor. Firstly (sic) I could not get
to see my doctor for 2 weeks. It was important as I had things to discuss with
him. I have two serious medical conditions (not life threatening) but very
disabling. I finally got to see my own doctor after two and a half weeks then I had
to get to Goxhill. I live in the low villages area. Then at Goxhill the doctor was 1
hour late. Because of my disability I had to sit in the car outside as I cannot sit on
the hard chairs. It’s not good – I feel things could be better. I would like to be on
You are welcome to join our new patient reference group.
This is operated by writing to you at home rather then you
needing to come into a meeting here at the surgery.
a patient panel BUT due to my disability I would not be able to.
133
1) It would be good to have Saturday and Sunday emergency surgeries. 2) The
appointment system has improved but still is not perfect. Phoning from 8 am on
the morning you are ill and cannot get an appointment is very frustrating to be told
to ring back the next day is not good. More appointment places needed at Barton.
3) Open surgeries could be helpful, i.e. walk in surgeries at the weekend?
Maybe? 4) Return of the Mental Health Clinics at Barton
1. There is an out-of-hours service available when the
surgery is closed for emergencies.
2. Refer to point 8
3. Refer to point 1
4. This service was withdrawn by the NHS Trust who
provided this service.
134
The lack of appointments. You ring at 8 am on the day and are told no
appointments are available yet you are always told you can’t book in advance. I
work out of town and cannot afford to wait until 8 am outside the surgery in hope
of an appointment.
Refer to point 8.
135
I don’t think it right that patients have to queue at 8 am to try to get an
appointment and when trying to phone, all appointments are booked. This is a
very poor way for making appointments as not everyone can get at 8 am. It would
also be nice to see your own doctor as this rarely happens.
Refer to points 5 & 8.
136
Getting an appointment is ridiculous. They will never allow me to book an
appointment for the following day etc which if it is for something non-urgent makes
sense. They say they can’t do that and I must ring on that particular day at 8 am.
I have just tried to make an appointment for my 9 month old who has been poorly
all weekend to be told there are no appointments. This is after having my phone
on redial for 30 mins from 8 am. Also the appointment system is rubbish. I never,
ever get in on time. I don’t mind 5 or 10 mins waiting but half an hour onwards is
not acceptable. Luckily I don’t visit the doctors very often but when I do it is not a
good experience at all!
With any very young children we would recommend you ask
to be put on the triage list for a call back as we do try to see
the very young as quickly as possible.
137
Your new appointment system is good on paper but when I try to get an
appointment it is really difficult to get one, as I work until 4.30 pm and usually find
you are booked up. I then get offered Goxhill, but I have no transport to get there.
Refer to points 7 & 8.
138
You just need to look at the working people, so they can get late appointments so
they don’t have to take days off to see their doctor.
Refer to point 7.
139
Access to appointments remains very difficult especially if one is unable to queue
in a morning (I work away from Barton and cannot ring or queue at 7.30-8.30 am).
Many times bookable appointments are available. Also received conflicting
advice about when to ring in from receptionists occasionally. However, once an
appointment has been obtained the intervention and care is excellent from all staff
at the Surgery.
Refer to point 7.
140
Thankfully I rarely visit Central Surgery – probably less than once every 18
months – 2 years. My GP was Dr Chapman who I now understand has left the
Practice. As yet, I have had no communication from the Surgery to inform me of
this fact or to discuss whose list I may have the option of joining. Is this an
oversight?
You do not have an option whose list you may join, please
refer to point 31.
141
The biggest issue is the appointment system. 1) Not being able to see a
preferred doctor. 2) Not being able to get an appointment - maybe not the same
day that is not a problem for me, but if you work shifts there is no doctor. 3)
Being told to ring at 8 am then at 8.05 am there are no appointments left! If you
are old how can you go and queue up outside in all weathers to get an
appointment which is your only way to see a doctor.
Refer to point 8.
142
Would like to see later opening times. I work 6 am to 6 pm so virtually impossible
to get an appointment unless I am day off. Telephone system always engaged.
Have to spend ages pressing redial to get through, only to find out all
appointments have been taken. Dislike being quizzed by receptionist about “why”
I want to see a doctor. Find it difficult to get to see my own doctor, always seem
to end up seeing someone else. Waste of time trying to give my wife an
appointment at Goxhill when I have car at work – not everyone has two cars in the
family. When trying to speak to a doctor on the phone, nearly always end up
talking to Triage Nurse.
Refer to point 7, 31 & 48.
143
Unpredictable service. Saturday surgery would be helpful.
Your point has been noted.
144
It would be helpful if you could book appointments some times a week in advance.
It is sometimes hard to see a doctor when working full time so to book in advance
would help, people may get certain days off work a week to make their
appointments, or even if this could be offered to people who are working and not
old age people who are retired. They can see doctors anytime in a week. Other
than that I am happy with the service I get.
As a consequence of patient feedback you can now book four
weeks in advance.
145
Pregnancy tests should be available rather than being sent away to buy one. Also
there should be free contraception. Would be nice to have the same doctor like
when Dr Birtwhistle was around. Would be nice if receptionists were more
customer orientated.
These are available at the chemist, they are not available on
the NHS except at designated sexual health clinics.
146
I do prefer Goxhill to Barton only because of the parking in Barton.
That is one advantage of using Goxhill surgery.
147
I feel the Surgery should display the Surgery opening times on either the doors or
the windows. On the whole I am reasonably happy with the service. The
receptionists are generally helpful but on occasions I have found them rude.
Some doctors listen to concerns and you leave feeling completely satisfied but
others seem to only half listen and I leave feeling that it was a waste of time for all
concerned.
Opening times in Barton are 8am until 6.30pm Monday to
Friday.
148
More appointments available for people who work full time out of Barton. Being
able to book appointments in advance for check-ups. This Barton Surgery should
be put before Goxhill Surgery. Receptionist should greet patients on arrival and
not be ignored behind the glass.
Refer to points 7 & 45.
149
One main concern is the difficulty in booking an advance appointment. Also that
appointment offered is too early – often only 8 am is said to be available. For an
unwell patient to be washed, dressed and travel time to the Surgery this is an
impossible feat. To be told by a receptionist to ring at 8 am on the day in the hope
of a free slot means a sudden rush to get ready – again not helpful when you are
not well. SUGGEST more afternoon appointments please.
Refer to point 8 & 126.
150
A basic xray service for minor issues would be useful to have at the Surgery.
We have been trying, without success, for some time now to
get this service provided at the surgery. It is down to NHS
North Lincolnshire along with the local hospital to provide
this.
151
Cannot always understand the foreign GPs. When ringing up for appointments
always engaged. When we do get through do not expect to be told the Triage
Nurse will ring. Presumably all appointments have been taken. Have a repeat
prescription box in Ulceby Post Office.
Refer to point 8, 18 & 19.
152
There does not appear to be enough doctors to the number of patients. It is
difficult to get an appointment with my doctor as the majority of times all
appointments are taken. I then have to wait until my doctor is available which is
sometimes a few days later and having tried on two or more mornings. Very
pleased with the service provided by Dr Blumenthal and Dr Jaggs-Fowler, would
not see Dr Wellings as I do not have any confidence in him. Reception and
prescription staff very helpful at Barton.
We have successfully recruited two doctors and are still
trying to recruit two more doctors.
153
My own doctor never seems to be available when I ring for an appointment! On a
recent visit to the Surgery for a review I had to see a doctor I didn’t know who
didn’t ask me any questions about my health, all he did was take my blood
pressure! I would have preferred to see my own doctor as the appointment
seemed a waste of time really.
Refer to point 31.
154
Seating arrangement is poor.
Please provide us with more information.
155
I am very happy with the way I get an appointment at the Surgery, also last year
when I needed specialist treatment at the hospital my appointment and treatment
were sorted and over with within 6 weeks of seeing a doctor at Goxhill. Very
happy, thank you!
Thank you for your positive feedback.
156
Automatic doors for prams and disabled people would be good.
This may be possible at Barton but not at Goxhill as the
available height is not sufficient to accommodate the
automatic mechanism.
157
There are many issues – waiting. Booking an appointment – I contacted the
Surgery at 0800, I had to redial 87, yes 87 TIMES BEFORE I GOT AN
Refer to points 18, 19 & 45.
APPOINTMENT. People have jobs and cannot attend in a morning, put evening
surgeries on. The receptionists are very intrusive and need to remember the
patient is actually a customer. I recently saw a new doctor to the Surgery who
handled my case very professionally. Doctors are good, the Surgery in need of
attention and patient care!!
158
I suggest you count how may patients you see over your allocated slots
throughout the year and add those to the surgery hours. I appreciate this will
incur extra work but I feel it would help you overall. Please see other comments
re Goxhill. I do personally defend the NHS staff but when I was told Monday I
couldn’t see a GP for 2 weeks, three others in front of me were told the same,
how can you expect the town to think it is a good service. Your patient panel
should sit in the Surgery unannounced and sit and listen.
The issues raised in this comment have been mentioned
elsewhere in the survey by other patients.
159
Pre-booked appointments – luckily as most of my illnesses up to now have been
non-urgent, I usually ask for a few days in advance but almost NEVER get in.
The appointments are always full up for 2 days in advance, and no dates after that
are mentioned by the (very nice, I might add) receptionists, so I don’t understand
the “up to 7 days in advance”. Normally I’d be quite happy to wait up to 7 days.
Goxhill – No use to me. I don’t drive, can get a lift if urgent. I was in pain so I
went. It was very satisfactory re help, advice etc but generally not of much use to
a non driver living in Barton.
You can now book four weeks in advance. We hope this will
help.
160
When a patient is known to be frail it has been difficult to establish any real
relationship with any of the doctors, or even to get them to visit such a patient.
Such a patient receives an inferior service.
We treat all patients equally regardless of their age.
161
Why do people have to wait outside the Surgery (sometimes 15-20 people). To
try and get an appointment with their own doctor??
Refer to point 5.
162
Saturday surgery in common with other health service professionals. When
appointments are running late, one feels under pressure not to take up too much
of the already limited time allowed for consultations. A hearing clinic would be
help a lot of people avoid the journey to Scunthorpe Hospital, which is not always
Refer to point 109.
We had been approached about providing a hearing clinic to
which we had agreed. Unfortunately, the orgabisation
easy for elderly people.
concerned pull out of the arrangement.
163
I don’t think the new appointment system is very good and would like the Surgery
to revert back to the old system. For example, I wanted to get an appointment
with a doctor and rang the Surgery at 8 am but it was engaged constantly for 45
mins – when I got through I was told there were no appointments that day and
there were none available within the next week. This happened for 2 days in a
row. On the third day I went to the Surgery at 7.55 am and queued outside to get
an appointment when the Surgery opened. There were already 10 people in the
queue before me. When it got to my turn, there was only one appointment left for
the doctor I wished to see on that day and only one for a week’s time as well. I
don’t believe that is a good enough service and think that the old system was far
better.
Refer to points 5, 8 and 19.
164
I am lucky enough not to need the services of the Surgery at present, so I haven’t
been for quite a while.
We are delighted to hear that you are feeling well.
165
I had just come out of Hospital and I needed 12 stitches out so I rang the Surgery
to see if a doctor could come and take them out for me and was told to come to
the Surgery. I had legs like jelly as I had a big operation for bowel cancer. I was
up the street and saw a nurse I knew and told her, she said go home and I will
come and take them out.
The receptionist should have referred you to the district
nursing service for this.
166
The service is very fine. I was poorly a while ago and I was very happy with the
service. Thank you.
Thank you for your positive feedback.
167
It is extremely difficult to see your own actual doctor.
Refer to point 31.
168
Sometimes difficult to obtain prescriptions on time. People at work or college find
it difficult to get to Goxhill for an appointment without taking time off work/college.
Doctors asking direct questions – I was told to go back for regular check ups but
the doctor was vague with what he wanted to know. Asking about symptoms
would be helpful.
Prescriptions should be ready two working days after you
have put in your request. If this isn’t happening please let us
know.
Afternoon surgery times in Goxhill are now 3pm to 5.30pm.
169
Having to phone from 8 am for an appointment is very annoying; it is always
engaged until around 8.20 am, then you can’t get an early appointment. Some of
us do have to get to work, so this is a ridiculous set up. Recently a relative of
mine ended up in hospital in a critical state due to lack of care and a proper
diagnosis by 3 of your doctors, this is disgusting.
Refer to points 7 & 8. On the second part of your comment we
would prefer not to comment.
170
Improvements could be made for those who have an early appointment time
(between 8 and 8.30 am) to have better access to the computer booking in
system. Few people, who are in the queue waiting to make an appointment, will
allow those with appointments, to the computer (it is looked upon as queue
jumping). If you do not reach the computer in time your appointment is cancelled.
A possible solution would be to have 2 queues during this busy period. The north
surgery door for appointments already booked (with a receptionist on hand if there
is a computer error or it fails) and the south surgery door for the queue waiting to
make an appointment.
Your point about the queuing and self check-in machine has
been noted. We will discuss this in due course.
171
Limited weekend surgery access would be helpful for working patients. Due to
shift patterns I struggle to get midweek appointments. When I have been
available I have been told all doctors are fully booked even when enquiring first
thing in a morning.
172
From my personal experience I have found making an appointment on the day
almost impossible. I personally suffer from respiratory issues and although try to
visit the GP as little as possible, I do visit more that the average patient I would
think? Using a telephone is not an option so I am forced to come into the surgery
personally. By this time, all the allocated appointments for the day are taken and I
am offered one for days later. I am concerned that our doctor (Dr Lavery) left the
surgery some months ago and we have not been informed as to whose panel we
have been transferred to. This is something we need to be advised on for the
purpose of hospital visits, school forms and other reasons and even if we are
placed on a temporary list? It would be most helpful to have been advised about
the change. The surgery’s dispensary staff are always helpful and efficient and
have no concern in this area.
Refer to points 8 and 31.
173
Appointment times still difficult to book.
Refer to point 8.
174
Had to ring 67 times in order to get an appointment (Monday morning) for my 91
year old mother-in-law. On seeing a doctor she was given an appointment for an
ECG 24 hours later, if an ECG was needed it should be ASAP and if needed and
cannot be done at Barton should be referred to Hospital. As it happened in the 24
hours whilst waiting had to call an ambulance and she was taken to HRI and onto
Castle Hill Hospital where a pacemaker was fitted the same day, that is how bad it
was. I am in no way criticising the doctors but if enough staff are not available
then steps should have been taken to refer to Hospital.
Refer to point 19.
175
I don’t like to wait for my appointment.
We are unsure what aspect of waiting you refer to in your
comment.
176
Re Q11 – I do not mind being overheard at Reception provided that private facility
is available should I ever wish to discuss confidential issues (NB none required to
date).
Should you require more privacy please feel free to ask us.