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Friends and Family Comments and Practice Response 2018

M84047: TANWORTH-IN-ARDEN MED CTR

Reporting Period:   May 2018

Responses: 7

What Are We Doing Well?

This must be the best surgery in the country, no qualms whatsoever. You’re always lovely and helpful.

Friendly reception staff, non judgmental Doctors.

This is so much easier than my old Doctors.

Very helpful Receptionists

That was the nicest greeting from a Doctors Surgery. I can’t image anyone at any surgery anywhere would get a greeting as nice as that. All the Receptionists, they are wonderful.

We are currently at a practice in Redditch and have heard such good things about your practice, you are closer to us and we are going to move to you.

Such a good surgery – I would like to help out in some way with any fundraising or anything to help the practice.

FFT 2018

How can we improve?

On the Friends and family cards there is a question ‘How can we improve?’ – below are the comments from our patients on:-

April, May, June and July – no comments received regarding ‘How can we improve’?

August 2018

Music in the waiting room

We have thought about music playing but not all patients would appreciate if they are feeling unwell and not everyone would agree on the type of music playing.  We will review the option again in the near future.

September 2018

Seeing your own doctor

In an ideal world everyone would see the doctor of their choice at the time of being unwell.  Unfortunately none of our doctors work every day of the week so we cannot guarantee they will be working on the given day our patients are unwell.  Two of our doctors are nearing retirement and their time is very limited now.  For both these reasons we advise all our patients to see any of the doctors at the practice when offered an appointment.

November 2018

Phone handling – have to wait a long time when ringing for an appointment

We appreciate it can be frustrating when phoning the practice at peak times.  We have put steps in place to try to alleviate demand such as online appointments, opening up more routine appointments and offering later night slots on a Tuesday for patients who are in full time employment or education.  We also offer appointments between 8.30am – 9.00am for more urgent medical needs every morning weekday.  We do our upmost to ensure when our patients do get through between 8.30am – 9.00am they are offered an appointment, unlike previously when the appointments had gone, sometimes within 10 minutes, our patients were asked to try again the following day.

From September 2018 we are also able to offer our patients appointments at the GP HUB in Stratford for late evening till 9pm and Saturday and Sunday mornings.  These appointment slots are booked through the practice for our patients as an additional service to ensure all our patients are offered an appointment.

November 2018

Maybe a little extra time with a doctor when needed

We do allocate the national average appointment times for our patients.  Our doctors do like to try to run on time for those patients waiting in Reception.  There are times however, when they do run late due to spending extra time with patients as and when medically needed.  Due to demand and expectations unfortunately we cannot offer extra time for routine appointments as we already struggle to meet current demand.  If the doctor feels a patient needs to be seen again they will always book the patient back in for another appointment.

When a doctor states they will refer a patient, you expect them to, I’ve had an occasion where I haven’t been referred

We apologise that this has been the case for you.  Having no further information at this time we cannot check the circumstances for you but assume this issue was passed onto the referring doctor to rectify.   If we were aware of the details we could ascertain if this referral was from a trainee (and further training needed) or a permanent GP at the practice and pointed out the error to them.   Please be assured this is not normal procedure for the practice.

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