January 2015: Friends and Family Test
109 Questionnaires Completed
Question: How likely are you to recommend our GP practice to friends and family if they
needed similar care or treatment?
Responses:
Extremely Likely
Likely
Neither likely or unlikely
Unlikely
Extremely unlikely
Don't know
70
33
2
2
0
0
Further comments: (please note any additional comments you feel could help us to improve
the service we offer to our patients)
Responses:
Find it difficult to get through on the phone
Photos + profiles of doctors to be put on website (incl qualifications)
Me and my family have had exceptional service and care from all those at Melrose Surgery. Diagnosis
of certain things has been given and accurate. The only delays being once you are referred to
hospital.
I would be very grateful for referral to a specialist if you feel the need is me and my suffers health. Is
me my new diseases whose diagnosed GP and serious treatment which not enough people are
familiar with the English language does not mean they are stupid.
If you could arrange the time and date one day before instead of at 8 o'clock it will be much better for
patient
Trouble getting up to phone for appointment
Always polite and helpful. Most times can get an appointment on the same day.
I always receive excellent service in here
Keep Dr Dean on a 0 hours contract when he retires
Excellent 'can do' approach from clinical and office staff
The doctor was very helpful and my appointment was on time
Getting appointment is very difficult and sometimes not possible. Doctors are very caring and we had
a very good experience of them
Fine with it
I always manage to get appointments when needed. The secretaries are helpful and friendly. The
doctors allow me to give my opinion when deciding which treatment is most appropriate to me. There
is nothing I'd add that would improve the service offered.
Excellent service, staff wonderful
I've just registered with the surgery, so far experience was fine
I had an appointment with Dr Dean and it was fantastic. He answered all of my questions and listened
intently. I was very satisfied with the experience.
Offering some water would be great
Has always been good to see doctor and his co-workers
Improve on communication. It’s extremely difficult to reach the surgery at any time. It’s impossible in
the mornings by phone.
We always been happy
Melrose Surgery could not improve the service to their patients. I am 76 years of age and have moved
around a lot during my life, therefore have had quite a number of GPs. Everything about Melrose
Surgery is top class.
I am very satisfied with the care my family and I receive at the surgery and with the kind and
professional staff working there. We have always been seen quickly and all doctors are very kind and
patient with our children. I'd like to take this opportunity to thank Dr Dean and his staff for their top
quality services.
Being a mum I find the surgery very awkward to get around with a pushchair from entering/leaving my
Drs appointment. The surgery needs a good clean up and make it more clinical. It looks very tired and
feels unclean too. Staff on Dr Dean’s side are very helpful and the doctors are all brilliant. Unlike Dr
Williams side hence my decision to swap surgeries. getting through via the phone is sometimes
impossible. I don't always have access to the internet to make on line bookings.
Very quick appointments offered. Very helpful and polite receptionists. Thorough examinations and
tests gives you great confidence.
Excellent service. Receptionists very helpful and friendly. Doctors very friendly and supportive. Very
happy with this surgery.
Parking and traffic
Always wonderful
Couldn't be better! I think you are absolutely brilliant, from the friendly staff at reception to the best
doctor ever: Dr Dean! Dr Ahmed is great too.
Keep up the personalised service - you are so good at it, starting with the very good & helpful
reception staff, all the way to the doctors. Dr Dean is the very best GP we have ever had!
The medical provision is excellent. However, the interior environment is dire. Waiting rooms,
staircases and corridors, curtains, fixture and fittings ate filthy and damaged. The entire interior of the
building is in urgent need of cleaning and redecoration. the walls are festooned with posters placed in
no particular order. The result is chaos rendering whatever information they should provide,
confusing. This is not a welcoming environment and reflects poorly on the practice, particularly the
lack of interest and low-value management obviously places on patients.
We felt quite luck to register with Melrose Surgery which always try their best to deliver the best
service to all the patients. We can see every member of the surgery are working hard and we really
appreciate to the services we received in the past. Well done!!
Very long waits at every visit sometimes in excess of 1hr +
I think all patients should remember that if there is a long delay for their appointments it because each
and every doctor you see gives the same attention to each patient no matter how long it takes. One
patient may be 5 mins, where others may need 15/20mins
I am very very happy with all of the services and staff that I have had contact with here
Very good service
Very helpful
I would like to recommend my GP to anyone who needed it. You can book for an appointment on the
same day you want and via internet as well. All the doctors are excellent and the reception staff are
great as well
Always excellent care and service by all doctors I and my family has seen.
I am very happy and content with the surgery
I already have recommended you
I'm very satisfied of the service that Melrose Surgery offers. Doctors are very understanding and
spend time listening - Dr George and Dr Dean have been really professional and caring
I've been using this surgery for over 4 years and I've seen a lot of improvement. Keep it up
Waiting room notification for when to be seen will help people who are new to the practice
Making it easier to register would be great - for example having the registration form available to
download from the website so it can be filled in in advance, rather than having to take time away from
work on two occasions (register + appointment). This also gives time to think properly about medical
history so that nothing is forgotten. With more people from London buying houses in reading making
access easier for working people will become inpatient.
Parking is a huge issue
Improve the booking. Called the GP to book an appointment and dialled more than 100 times
Check in time and not to wait longer
Keep up good work
I have seen Dr Ahmed, very pleased on how he checked my 2 year old daughter. He is very caring
GP and recommend him to anyone.
The flexibility of being able to book online or on the day is very good
Multi storey car park would be nice
None - keep up the good work
Always friendly and approachable. Feel like I can talk to my doctor Dean/Ahmed about any problems
and have confidence they will listen
I think in future Melrose Surgery is larger than this