GLENLEA SURGERY PATIENT SURVEY FEEDBACK NOVEMBER 2014

ACCESSING YOUR APPOINTMENT Usually good – again depends on staff member answering the phone. Staff are very caring and easy to talk too. The reception staff are great – especially Lisa she is so nice. It is very difficult to book appointments on the day – I was not aware there is an option of pre-bookable appointments – this would be helpful for receptionists to tell you as an alternative over the phone. Staff are understanding to requests and needs. The lady was extremely nice with lots of patience and explanation. Never rushed. You do everything to help me. Kind friendly voice on the phone once I got through. Simple to book in and sign in and be seated. Always polite and courteous. You can never get an appointment for the day you want. Cannot get though on the phone I have to call in to get an appointment. It’s difficult to get appointments when calling at 8am. Always manage to get one when needed. Pleasant manner over the phone. This is a very good surgery. No problems booking at time required. Booking appointments can be very frustrating think sit and wait would be of value. I was involved with everything the doctors needed to do. Rang at 10AM got appointment for 11Am.

ARRIVING AND CHECKING IN Impersonal. Checking in was quick and straightforward. The interactive machine is great. Much quicker and efficient service. Friendly, helpful staff – I was addressed and spoken to with my name. No queues Able to check in easily no queues – used SystmOne The staff very busy but made me feel valued. Friendly smile and simple check in process. Check ins easy to use. User friendly. Simple. Clear information and easy to see which room I was going to. Very good service. Simple and easy to follow. Not much to say about a computer system but it does beat waiting in a queue. Ease of use and staff on hand to help if screen not working. Sign self in so easier than queing. Staff show respect. Easy just sign in on computer.

INFORMATION Depends on member of staff – Matthew very helpful – some staff quite abrupt and rude. The receptionist was friendly and helpful. Lots of information. The lady was very pleasant when receiving my prescription. Good information to read. Sometimes they are nice and sometimes they are a little abrupt. When incorrect information filled in on a repeat prescription – reception don’t inform you. Reception staff are friendly. Reception staff are a credit to the practice; always helpful and polite. Always friendly staff, whether face to face or on the phone. Would find out if they couldn’t answer request themselves. Excellent staff, caring and helpful. I find staff always courteous. Staff give information above what is asked for. Help when needed, talked through it. Information helpful.

WAITING . Occasionally runs over. I was seen quickly. Sometimes waits up to 45 minutes. Good that the check in screen tells you how long the waiting time is. Too long to wait for appointment time – 34 minutes. Waiting times are acceptable. Comfortable and pleasant environment. Wait was expected. Sometimes have to wait for over 30 – 40 minutes – other times I have been over 10 minutes late and the appointment has been cancelled. Waiting time is always delayed by at least 20 minutes and was over 50 minutes today. Although sometimes there is a wait – it is worth it for the good consultation. Never get in on your appointment time. Have to wait along time after appointment time. Was seen 30 minutes after appointment time. Plenty of room – always clean and tidy and the radio helps pass the time. Waiting times are often lengthy – only a concern when my children are there and may get fractious and annoy others. The wait to see the doctor is reasonable and always apologise if running late. I never have to wait too long. Never seen at the time of my appointment. Seen quickly – Clean surroundings and warm Sometime you do not get in on your time of appointment. On time. Sometime waiting can not be avoided. Waiting is frustrating but unavoidable and patients are kept informed. Long waits for appointments. Busy so wait was understandable. I mostly always have to wait a while after my appointment time to be seen. Waited 15 minutes longer Quick effective service. .

CONSULTATION AND NEXT STEPS GPs always involve in any further appointments and provide information. The nurse was friendly and made me feel at ease. All doctors that I have seen are brilliant. Not happy with male nurse due to my age and been embarrassed. Nurse and staff have always been great and helpful. Drs and nurses services are very good. I was made aware of what will happen to me – reassured and the next steps. All the staff have a smile. Doctor was open to my needs and was helpful and encouraging. The best care and information. Best doctors and best help Excellent consultation and after care. Doctor Ayub – very concerned about my op and aftercare – ensuring I got to see a surgeon again and nurse to ensure quick recovery. Always listened too and length of time for consultation adequate. They take time to explain everything to you in detail. GPs do supply info and listen to your issues. Very thorough examination. Very helpful and help me with why I am here and very king. Always listen well Takes too long to find out. Feel listened to and help given when needed. Knew my history and medications. Dr’s nurses and receptionists are caring people. Always found the practice very efficient in referrals GP ask pertinent questions and so get quickly to the problem. The GP’s are great we are very lucky at Glenlea. Talked to me about everything. Did what I was here for. Looking forward to my next appointment.