Friends and Family Test Results

Very good

Good service

N/a

Poor

Firstly, calling at 8am waiting in the queue is generally that you are 37th in line. By the time it’s your turn appointments have gone, as the waiting time exceeds on average 40 minutes before you get through. The prerecorded messages are boring advertising the surgery.
Secondly, the reception staff take it upon themselves to be fort knocks, a big barrier between the patients and doctors. Depending on which reception staff member you get the experience can be either negative or positive. Negative most of the time.
Thirdly, getting an urgent message to a doctor is impossible. There is no system in place for this. You are told to call at 08.00 or 15.00 hours. That takes you to the first point.
Surely, there must be a better system that can be implemented for the benefit of the patients. A mire friendly approachable system that does not put patients on edge at the thought of calling the surgery onto of the necessity of speaking to a doctor.

As above

Good

Good

It’s been very efficient and polite staff, dealt with matters, if not immediately but very quick response.
Nurses doctors all A1.
Staff very skilled to resolve patients enquiries.

I think this will be the same for most.
To get calls answered quickly.

Good

Sometimes in need an appointment face to face with a particular doctor to get advice or to be seen to due to my condition is very difficult. Always get a negative response and replies are rushed. The reason with the particular doctor is that he understands my case well enough and he goes out his way to manage me. I only ask for this when am really in a bad situation. It would be helpful if anything can be done about it. Thanks.

Same as previous comment. A bit of empathy can be considered when conversing would be helpful at first point of contact. Thank you for everything the surgery does.