Manor House Lane & Marston Green Surgeries.
(The statements below apply to both surgeries unless specified in brackets – MHL or MG.
Also, many similar opinions were expressed by numerous patients – if more than one
person shared the same opinion the number of patients is shown at the end of each
comment.)
WHAT DO YOU LIKE ABOUT THE PRACTICE?
General comments on staff:
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Staff are always very helpful and friendly. (97)
Staff are very friendly. I’ve been with the practice for many years and have found the staff
very helpful over the years. I also like the continuity in the sense that the staff don’t change
too often. (5)
Good receptionists. (68)
The staff are very happy!(10)
The Practice is well run. (3)
I like the efficient but friendly approach.(3)
Everyone is very polite. (15)
I am seeing********at the moment and she has been very helpful in explaining about my
condition. I feel that she is interested in my problems and has been especially helpful
regarding my new medication. Doctors and nursing staff make you feel at ease when you are
at your lowest.
Staff are very friendly and Dr ******** is excellent. (6)
The staff are always helpful and try their best to accommodate our needs. (15)
I like the friendliness of the staff, both medical and office staff. (8)
******** is very reassuring.
The staff are very friendly and understanding and I can always get an appointment when I
require one. The doctors really listen and understand and they also remember your
problems so you don’t have to keep repeating yourself. They are really kind and feel like
family.
Staff are very helpful, and are superb at putting me at my ease when I ‘m worried. (6)
The receptionists are beyond fantastic and have often gone out of their way to help me.
10/10!
The staff are all very friendly and Dr ******** and Dr ******** are wonderful.
I have recently changed to this Practice and like the fact that I can speak to a very polite
receptionist and also get an appointment when I need one. (3)
I’m always treated well by reception staff. They listen carefully to what I’m saying and are so
kind and helpful.
The staff are always cheerful and the doctors and nurses are good.
Most of the doctors are welcoming, helpful and competent.
The staff are fantastic!(2)
The staff are friendly most of the time…
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When given incorrect information by a receptionist I do not expect to have to wait for 4 days
for one of the physicians to call me back with the correct information.
I like the fact that staff are local. (5)
I do not expect a doctor to answer a mobile phone in the middle of my consultation.
Locations/Buildings:
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The place is local and friendly. (22)
The location is good for me.(11)
I like the location and size of the practice. (5)
The surgery is within easy travelling distance from home and has lots of information and
leaflets available for patients.
The parking is good.
The Surgery is very good and clean.
The place is clean and cheery.
The place still feels like a local caring family practice.
The surgery is warm and friendly and is roomy enough.
It’s a comfortable environment and the staff are very friendly.
I like the easy access as it’s close to home. (12)
I like the small practice which has a good atmosphere and good doctors. (6)
I like the electronic check in.
I’ve been with this Practice all my life and it’s local for me. (MG)
This is the best surgery I’ve ever been to.
I like the fact that the place is local and there are lots of GPs.
The place is warm, friendly and inviting.
I don’t like being asked medical details by receptionists – should be more private. (3)
I was very disappointed that, being a new mother, I could get an appointment for my baby
but not for me.
Appointments & Opening Times:
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Appointments are usually available the same day but if not then the next day.
The phone system has improved. (5)
I have always been given an appointment for myself and my children when I’ve needed
them. (6)
I like the opening times.
The ‘call back’ system works well. (2)
The Practice offers a good service most of the time but it’s sometime difficult to get through
to get through to get an appointment with a doctor.
I like the fact that I can have a phone appointment. (8)
I usually get an appointment on the same day. (8)
The surgery is local and the repeat prescription service is very good.
Medical attention:
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The doctors are very approachable and knowledgeable. (15)
I like the professional courtesy of the receptionists and the thoroughness of the Nurse
Practitioners. (6)
The doctors always listen and are attentive to the way I’m feeling at the time. (12)
I like having the same doctors and nurses as you are able to build up good relationships with
them. (8)
I like having the same doctor who knows my history.
I’ve been able to see the same doctor for an ongoing illness which I find important.
I like the personal care and attention I receive from my doctor.
Dr ******** who I saw today, is the only reason I come to this Practice.
The doctor and nurses are mostly good.
The Nurse Consultants are very good and always treat me well. (12)
I feel the doctors listen to me. (6)
I find Dr ******** very helpful with my health needs.
All staff are helpful, doctors are very thorough and I feel cared for and valued as a patient.
I always get the results and any follow up treatment very promptly. (6)
WHAT DO YOU THINK WE SHOULD IMPROVE?
Appointment & Waiting Times:
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Waiting times on the day. (40)
Waiting times before actually getting an appointment. (21)
I’d like opening hours to be more flexible for working people. E.g. Early mornings, late
evenings.(17)
I would like more ‘last minute’ appointment slots or emergency appointments.
I would like more access to ‘same day’ appointments. (16)
I would like appointments between 1 and 3pm.
I would like to see more evening appointments. (9)
I’d like the surgery to be open at weekends and Wednesday afternoons. (4)
I’d like to receive a text reminder on the day of my appointment, not the day before.
I’d like better car parking, including parking for disabled people.(12)
I would like it to be easier to get through on the phone. (14)
I’d like all the doctors to be as friendly as ******** (10)
Eye contact is not a bad thing!! (Especially when the patient’s feeling vulnerable.)
GP training should be done in own time, not business hours. (3)
I think the doctors should examine the patients more thoroughly. (3)
I think telephone appointments should be stopped.
I’d like female weekends – practice could be opened on alternate weekends. (3)
I’d like more doctors. (4)
I’d like more female doctors & specific clinics e.g. HRT (2)
I’d like the practice doctors to be there more often, rather than locums.
I’d like longer with the doctor – 10 minutes is not enough. (10)
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I’d like the doctor to be talking to me – not typing into the computer.
I’d like Dr ******** to have a better bedside manner.
I’d like the doctors to listen to me.
Telephone call backs are not convenient for people at work. (3)
The 8.30am ‘closed’ message is often still on well after 8.30. (18)
I’d like the surgery to be up to date with the times, allowing patient to make appointments
online, order repeat prescriptions etc.
Telephone access is very poor. (18)
I don’t like being told to phone back at 8.30 only to find that all appointments have all
gone.(14)
The surgery has far too many patients – appointment would be much easier to book with
fewer patients. (2)
Triage system is terrible.
Check in system is a waste of money.
Doctors speak too quietly when calling back.
It would be good to have appointments times to cater for people working night shifts.
Locations/Buildings:
The whole surgery needs to be refurbished and completely modernised! (MHL & MG)
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I’d like a nicer cleaner waiting room as it’s very scruffy. (6)
I’d like a larger waiting room with television, coffee machine, play area and background
music. (4)
Seating arrangement is back to front. Difficult for those who are hard of hearing. (MG)
I’d like a separate waiting room for sicker people.(6)
I’d like a more private toilet area. (3)
The intercom is not always working and is difficult to hear.(12)
I’d like the practice door to be fixed as it bangs a lot. (MG)
Practice door difficult to open if disabled. (MHL)
I don’t like the idea of a cosmetic clinic being in the same premises.(MG)
OTHER COMMENTS/OBSERVATIONS:
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I’d like more blood testing at the Surgery.
I’d like a more private reception. (MHL)
I’d like more home visits for people who are genuinely ill.
It would be good to be able to get a repeat prescription on the same day.
Sometimes prescriptions go astray…
Referrals for people wishing to be seen privately should be free at all times.
The receptionists are helpful, but I’m a little disappointed with some of the doctors. Some
are very helpful and deal with my concerns but others treat them as a matter of routine.
I don’t always like the receptionist’s telephone manner.
I’m impressed when the doctor calls me back. (3)
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With future houses being built there is a concern that the surgery will be oversubscribed?
(MG)
Perhaps think about internet consultations?
Having nurse practitioners is a real asset. (8)
It would be useful to have more frequent services offered by the nurses e.g. Asthma clinic
out of normal working hours.
A response to letters received from the hospital would confirm that the correct action was
being taken.
The questionnaire should be printed on both sides to save money and also need a ‘not
applicable’ box.
I like the pro-active approach
Perhaps offer more alternative therapies? E.g. acupuncture
The practice manager is very good at calling patients back.
I’d like the collated results of this survey displayed for patients to see.