Dr. M. F. Haq MBBS LRCP DCH DCCH DFFP FRSH
Eastgate Surgery
Eastgate House
28-34 Church Street
Dunstable
Bedfordshire
LU5 4RU
Phone: 01582-670050
Fax: 01582-607490
E-mail: eastgatesurgery@nhs.net
Web page: www.eastgatesurgery.co.uk
FEEDBACK & ACTION PLAN OF PATIENT SURVEY 2014 – 2015
Eastgate Surgery conducted a ‘Patient Survey’ between October to December
2014 and an on-going Friends & Family test from December 2014.
We are thankful to our patients for their participation and their valuable
feedback
Here are some of the comments made by our patients:
Comments about the practice:
1. Everything very good and all staff and doctor brilliant. Helpful, friendly and
welcoming
2. Friendly staff and doctors are very helpful and listen to you. If there is a
problem they do their best to get you seen ASAP
3. Very caring doctor and staff. Always given an appointment when requested.
Very happy to be with this practice.
4. We have always been able to get an appointment on the day you phone.
Doctors, Nurses and HCA have always been understanding and give a first
class service. Receptionists always professional too.
5. Nothing. Everything at this surgery is perfect
6. Good front of house communication. Polite and courteous.
7. The doctor and staff are so friendly and kind and the service we get is superb.
I would vote this surgery the very best. Wonderful.
8. Nothing, as I am extremely happy with the care I get
9. The staff are always friendly and approachable. It is very good to be able to
phone in the morning and get an appointment on that day!!
10. Not having to get up for early appointments as my first hour of being awake
means I’m not a very nice person!!
11. Nothing, doctor, nurses and receptionists could not do more for their patients
if they tried.
12. I am happy with the length of time that you have to wait for an appointment
and the care I receive.
13. Nothing. I am very happy with all aspect of my treatment
14. More appointments in the afternoon
15. Nothing except perhaps have a queuing system for telephone calls
16. Appointment system. It is not convenient to ring at 8.30 as travelling to work.
When I call later, there are no appointments left
17. Very happy with service
18. 1st class service and advice from all staff. There has always been a great
attention to detail.
19. All other staff are so welcoming. Makes you feel at ease. I definitely will
recommend. Thank you.
20. Only bad thing – appointment 30 minutes late.
21. Old fashioned doctor surgery with good old fashion service. Never any
problem to try their best to accommodate. 5 star.
22. Have been coming to the surgery for 37 years and have been very happy with
the service. We have never had to wait a long time for an appointment.
Comments about the doctors / nurses:
23. Nothing. Dr. Haq and his staff are all wonderful
24. No improvement – best doctor in Dunstable – highly recommend
25. Dr. Haq is a very good listener, never makes me feel as if I’m wasting his time
and has given me tests just to put my mind at rest. All the nurses, receptionists
are very friendly and helpful.
26. You always get seen on the day you need. Dr. Haq and staff are always helpful
and willing to help.
27. A good up to date doctor.
28. Very caring and helpful staff and doctor always willing to spend time to
discuss issues.
29. My family have been seeing Dr. Haq for many years. His care and help of
myself and family member is faultless and also the nurses in the practice are
so nice and friendly.
30. Doctor offers a good personal service and is caring despite being pushed for
time.
31. I have been on this Planet for quite a long time so obviously I have had a few
different doctors mostly in London. But since living in Dunstable I have been
registered with Dr. Haq and can honestly say I have been more than happy as
Dr. Haq, his “crowd” are always pleasant, helpful and have never given me a
“blank.” They are “the business.”
32. Opportunity to see the same doctor. Family doctor has known us a long time
and spotted emergency situations with chronic illness. Many thanks to them
for all they do for us as a family.
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FRIENDS & FAMILY TEST STATISTICS:
December 2014
No: of forms completed: 30
Ticked following options:
 Extremely likely = 29 /  Likely = 0 /  Neither Likely nor Unlikely = 0
 Unlikely = 0 / Extremely unlikely = 0 /  Don’t know = 0
One unticked form
Extremely likely / Likely percentage achieved: 96.7%
January 2015
No: of forms completed: 39
Ticked following options:
 Extremely likely = 35 /  Likely = 4 /  Neither Likely nor Unlikely = 0
 Unlikely = 0 / Extremely unlikely = 0 /  Don’t know = 0
Extremely likely / Likely percentage achieved: 100%
February 2015
No: of forms completed: 26
Ticked following options:
 Extremely likely = 23 /  Likely = 3 /  Neither Likely nor Unlikely = 0
 Unlikely = 0 / Extremely unlikely = 0 /  Don’t know = 0
Extremely likely / Likely percentage achieved: 100%
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Patient Participation Group:
Eastgate Surgery has an active Patient Participation Group that has been
operational for many years. This group has now expanded to match the
population profile. (Click on icon to view the practice profile)
Patient Population
Breakdown
The group consists of patients registered at the practice and includes practice
staff. Survey findings were discussed with the patient group on 19th November
2014 and 28th January 2015. (See embedded minutes of the meeting)
Minutes of meeting
19.11.14
Minutes of Patient
Group Meeting 28.01.15
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The key findings and suggestions are identified below:
KEY FINDINGS
1. Waiting time
SUGGESTED CHANGES
As per PRG suggestion that patients needed to be
informed if the clinician was running later than
half an hour, receptionists are following this more
actively. The general consensus was that not a lot
could be done about waiting time, as when
emergencies happened, they had to be attended to.
PRG had also asked to reposition TV information
screen in reception area, so that patients could at
least have something to read and digest while
waiting to be seen. This has been done
2. The various services that
the surgery offers, i.e. Baby
clinics, Tracy’s role as
Community Matron and also
the availability of telephone
consultations with both Tracy
and Doctor
The Patient Representatives suggested it might
be useful to publicise these more by perhaps
displaying clinic times etc on the screen in
reception and in the patient leaflets available in
the reception.
As a result of the patient group suggestions we have changed our surgery leaflet to reflect
their suggestions (please click on the icon to see the leaflet)