We value your feedback - tell us what you think and how we can improve.
THE NHS FRIENDS AND FAMILY TEST
These are just some of the comments we have recently received from our patients in the Friends and Family Test Patient Feedback Survey:
“Everyone is friendly, positive and helpful, but also project professional competence and judgement.”
“Everyone at the surgery always does everything possible to help all patients, without exception.”
“I have been with this surgery for many years and have always had first class service.”
“Response by the practice has always been prompt and efficient.”
“Doctors always helpful and clear in comments. Nurses always fast and very pleasant. Receptionists so speedy and extra polite.”
“Top marks for all at the surgery. No complaints about any treatment by the NHS.”
“Excellent surgery well managed. Good treatment/doctors.”
“30 years of care.”
Unfortunately, we don’t always get everything right and some of those things are out of our control. However, we welcome these comments so we can do something about them.
"Please can we have another chair with arms upstairs – there’s only one at present. Please could you put the “priority for less able” notice directly above the chair with arms, so as to make it clear to other patients that the chair is “reserved” for those with less mobility. In the downstairs waiting area, there are three chairs with arms but only one has a notice. The other two are in the middle of the area and need to be against the wall with a notice. Thank you."
As requested we have ensured that there are two chairs with arms in both the upstairs and downstairs waiting areas (both against a wall) with a notice above them.
“Time keeping could be improved.”
“Doctor running very late – 30-40 minutes.”
The doctors try to keep to time, but this is not always possible due to the complexity of some conditions which patients present with. We would request your patience in such circumstances. We will endeavor to let you know if the doctor is running behind. If you have let Reception know you have arrived and have been waiting longer than 20 minutes past the time of your appointment, please let Reception know. Thank you for your understanding in this matter.
“It is very frustrating when you can’t make an appointment with your GP when you are feeling ill (on the day). Why else would you ‘phone to see a doctor?”
Every morning we run a service for patients who request an urgent appointment or home visit. When you request such an appointment the receptionist may tell you that you will be placed on the Triage list and that one of the medical team will call you back. You will be asked for your name, telephone number and a brief description of the problem. We will ask you to remain available until the doctor or nurse calls you back. If your condition deteriorates you should telephone the surgery again.
“Car Parking is appalling; I sometimes have to wait for a space to be clear.”
We are lucky as a gp surgery that we have free parking outside of our building. However we are sorry that you sometimes find it difficult to find a parking space when you visit the surgery. The only spaces actually part of the property of the surgeries are those immediately in front of the building. Parking spaces opposite are not our property and are for the use of anyone wishing to park there, so we have no way of regulating those. However, since the Duchy put up a restricted parking sign in 2017, we have seen quite an improvement in the availability of parking.
“Problem with no reply on your phone system when Reception is busy.”
We are aware that our current telephone system lets us down. It was purchased, at great expense, when we moved into the building over 9 years ago, but is no longer able to keep up with our demands. Our contract with our current provider does not allow for us to make suitable updates in a logical/easy way (eg our answer message still says “Welcome to Cornwall Road Medical Practice”. There is also one telephone line out of action in a Registrar’s Room because we do not have enough available telephone lines. The contract with this telephone provider comes up for renewal next year and we hope then to make vast improvements to our telephone system.