FEEDBACK FROM THE FRIENDS AND FAMILY TEST SURVEY
RESULTS SO FAR
EXTREMELY
LIKELY
339
NEITHER
LIKELY
OR
EXTREMELY
LIKELY UNLIKELY UNLIKELY UNLIKELY
96
7
10
7
DON'T
KNOW
3
COMMENTS FROM PATIENTS IN JANUARY 2016
Receptionist very helpful, doctor also very helpful. Very
pleased with the service
I have been impressed with the service for myself and my
family – GP’s, midwives and health visitors
I ordered a repeat (prescription) on-line via patient access at
7.30am and it was ready at the pharmacy by 11am Thank you
The service is good
Fab team!
Service very good
All very nice and professional
I have always been totally satisfied with the doctors here
Kind sympathetic response from GP – almost no waiting time.
Great
Not easy to get an appointment to see your own GP
Direct line to midwife – having to change appointments and
wait for a call back which is sometimes missed
Lovely pleasant receptionist
New interior – very dated
Happy with the service
Everyone kind and caring
Very helpful receptionist
Excellent!
Excellent service – thank you
Excellent care
Always excellent service and care
Excellent treatment as patient and person
Wonderful service
It is very hard to get a pre-booked appointment with Dr Hill
or any appointment with her and your online booking system
has made it much harder. The only way I get to see her is at
8.30am – this needs to be addressed
I find everyone so helpful
Always happy with the service and always recommend this
medical centre
Excellent service – thank you
Keep more emergency appointments back each day
Really pleased with how fast the service is
I feel the service is working very well
A good practice
I feel you have too many people under this practice, there
needs to be another surgery. I struggle to get appointments
and you have to come down many times before you get
referred which is wasting money and time
Excellent
Receptionists are very helpful, polite and extremely
sympathetic when needed – always smiling which makes it
nicer
Make it easier to get a pre-bookable appointment with the
doctor of your choice
I am extremely satisfied with all the medical help I obtain
from the doctors and nurses at Caen. I am sure everyone
works under pressure but they are all polite and importantly
to me efficient – thank you all
As always service was excellent. I got an appointment for that
morning and was seen reasonably on time. I left with a
prescription and was instructed to return if it didn’t do the
trick
Very helpful reception staff
Very grateful to everyone at Caen for the service they
provide
Always happy with the prompt service
I am entirely satisfied with the services provided
Always fantastic service – no complaints
Have always had friendly and helpful service from staff and
doctors
Very friendly staff
It takes a long time to get through on the phone at 8.30am –
other than that great
No complaints all good service
Great doctors - helpful friendly practice
You should phone people who do not show up for
appointments and tell them to come in and explain why they
did not attend
It would be nice to have a drinks machine or a water cooler
Sometimes it proves difficult to make an appointment but
otherwise this is a good if not outstanding medical centre –
thank you
Always a good service throughout the surgery
Phone notification if a GP is running more than 45 minutes
late
Very good – wouldn’t go anywhere else
Pleased with service today
Internet access does not suit everyone therefore I feel more
appointments should be available to book via the telephone
Very helpful advice on travel vaccinations – staff friendly and
helpful
Make appointments easier to book
Please do not have music playing in the waiting room. It is
not confidential to have patients’ names high-lighted on
screen for all to read
COMMENTS FROM THE PRACTICE
A huge response this month - thank you
The midwives do not spend a lot of time at the medical
centre – they are here to see patients by appointment and to
talk to the GP’s about individual cases. They will always call
you back if you have asked us to leave them a message to do
so but they are not available on the end of a direct dial
telephone to take calls from patients.
We consider the interior of our building is in pretty good
shape for its age and the volume of people going through it
each day. We feel it is preferable to spend the limited funds
currently available in primary care on providing a good
quality, accessible medical service with the right equipment
available to our clinicians.
We are very aware that our list size is growing and we are
continually monitoring the number of doctors and practice
nurses we have in the Practice – we currently are working
well within the recognised guidelines for the number of
patients per GP. There is no correlation between the number
of patients registered here and the amount of times you
might be asked to come to see your GP before a referral is
made. You will only be referred if there is a clinical need and
it is in your best interest as a patient.
I am afraid we just do not have the time to telephone
patients if a GP is running late but we do endeavour to put a
notice up on the waiting room hatch if appointments are
running behind schedule for a particular GP.
All the appointments are available to book on the telephone
or in person but approximately half of these are also
available to book on-line and approximately one third of each
day’s appointments are for booking on the day. If your GP
has been away on holiday then appointments for that GP will
be in high demand directly after his return and more
particularly if your GP is also part-time. To try to alleviate this
we try always to have sufficient appointments to meet the
demand by recruiting locum GP’s to cover days when we
know we will be potentially short of appointments. Whilst we
keep good statistical data this is of course not a precise
science and sometimes it can be difficult to gauge demand
for a given day or week
With regard to patients who do not attend for their
appointments, non-attendance is recorded in the medical
record and the clinicians may discuss repeat non-attendance
with a patient but you can all help by letting us know if you
are unable to keep an appointment and by reminding your
family members to do this too
We do have to have some means of getting the right patient
to the right clinician and we all have names by which we
expect to be called. We don’t feel that your name on its own
is confidential used in this context
Sue Bennett, Practice Manager