WEST LODGE SURGERY PATIENT SURVEY FEEDBACK NOVEMBER 2014
ACCESSING YOUR APPOINTMENT You can say to receptionist (well 2 of them) the GP wants to see me this week the answer is always the same for me which is you will have to ring 8 am or 12 noon daily. I’m not the only one feeling this way. It’s easy to access. Quick and easy. Telephone appointment when rung this morning seemed hurried, and wanted to put phone down. Prompt telephone appointment. Rang at 8 am – got an appointment for same day. Always pleasant. Easy to book. Easier to do on computer – quick. Got a quick appointment. Very straight forward, efficient and friendly. The surgery rang me that I needed a vaccination. Electronic check in is quick and efficient. We always get excellent help on the phone when we ring for appointments. Reception staff are chatty and friendly. Accommodating when needing to see a dr of nurse. Great place and people. Can usually get an appointment when needed. Helpful By the time I got through on the phone nearly always no appointments left for that day. No hassles – staff friendly. 42 Years good service. Convenient appointments easily arranged. At times can be frustrating. Always professionally dealt with – in 12 years I’ve never had a problem. Accessing your appointment fast and efficient.
ARRIVING AND CHECKING IN At least you don’t have to feel your putting any of the 2 mentioned in the first question to any trouble and feel like their look could kill. It’s very straightforward. Checking in really simple – I like that process. Staff did not speak with me until requested to complete questionnaire. Friendly service always. Easy to use. Simple process. Quick and simple to check-in No problems. The computer worked. Well organised. Automated process so it is efficient, but couldn’t describe it as caring or pleasing. Reception staff always friendly and helpful when needed. Staff are always happy to help. Feel as though you are an individual and not a number. Great place and people. Easy check in. Very pleasant receptionists. Easy to access. Always feel respected. Took the time to take my details. Always greeted with a smile and staff always happy to assist.
INFORMATION But only with the way your treated by aforementioned receptionists. They make you feel like you shouldn’t be there and on the phone. It’s a case of ring tomorrow at 8 before you even finish asking. Lots of information. Don’t like the screen (Jayex board) Adequate information on arrival. Up to date info. Information bar good (Jayex). Well informed with message screen and literature. Great place and people. Staff always happy to help Staff sharing info. Good standard of service. Well run system. Very friendly, helpful and approachable. No problems staff always happy to help and leaflets readily available. Screen save frustrating, messages on a number of pages and are sometimes unhelpful.
WAITING As the docs are all to be respected too for the care they give each patient and the time they have to spend over the limit with some patients who yes can be a pain. If you can wait elsewhere so should respect when waiting at doctors. Not many seats – quite cramped. Not along wait. Very good and pleasant environment. Only waited 5 mins – appointment on time. Sometimes have to wait longer but waiting area comfy. Seen nurse 5 mins early. I was pleased that I didn’t have to wait long – my time is valued as important too. Drs always apologise when running late and the screen tells you expected waiting time. Waiting over 20 minutes – I was going to have an ECG/BP/Blood test and worked myself up. We would always like to be attended to quickly but it is not always possible. Pleasant easy environment for waiting. Great place and people. Never had to wait to long. Wait time not bad. Always seen quickly. At times can be along wait and not informed of delay when checking in.
CONSULTATION AND NEXT STEPS They take time to answer any questions you ask, don’t push you off or make you feel like an idiot like the 2 aforementioned when you asking anything at all. They listen to you. Always give great advice. Well pleased with the treatment. Dr did full examine and referred for ultrasound. Able to answer questions willingly as if interested. Felt listened to and reassured. Pragmatic approach taken – felt he understood. Always feel I have been listened too and given explanation of tests and diagnosis. You get all the information you need in a controlled manner. Always felt happy with information I receive. Dr Lee was very good at listening to my concerns. Nurses questions – I felt like she was concerned. Lovely session. Always the highest professional care standards. Dr Ball is professional and helpful. Feel like you need to hurry because there is a timescale. Very helpful, very informative, seems to genuinely care.
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