Patient comments – December 2018
Trying to get through at 8 am is difficult enough but then you find there are no early appointments left.
Difficult to get through at 8.00 am.
Appointments for the day usually gone in first 15 minutes of phone lines opening.
You should be able to pre book an appointment.
A bit better this time.
Hard to get through on the phone.
Generally we manage to get an appointment quickly. Problem is if its afternoon you need to call next day.
Yes just takes time to get through on the phone.
Very narrow window allowed have to phone exactly at 8 am and then wait in a queue. Actually not allowed to pre book ahead.
When phoning I have to use 2 phones and ring over 20 times before I get an answer. I would prefer to book in advance as I work but am unable to do this.
Variable – sometimes excellent.
I value the support from staff when they arrange an advanced booking. Only ask for this occasionally but it is appreciated as I have to travel to Manchester every day for work. The 8am call is generally ok.
Late surgery was very useful for a full time worker with non-emergency appointments.
When urgent – yes got an appointment.
Sometimes difficult to get through on phone.
You can’t get through in the mornings.
Hard trying to get number un-engaged.
Difficult to ring at 8am and get through – I rang 39 times this morning.
You should be able to book appointments via telephone a few days in advance rather than having to phone on the day as not always practical.
Normally takes 10 minutes of ringing.
We do not live far away.
Different booking system is needed.
Phone lines no good in the mornings when to going to work.
Sometimes no appointments available.
Great system ringing at 8 am.
Occasionally the phone is so busy one missed the appointment.
Phone System not ideal.
I was pleasantly surprised to get through on the phone on only my second attempt and to get an appointment that day.
Sometimes I’ve had to see a locum which has been a bad experience but the regular doctors are excellent when I can get an appointment.
When I ring at 8am I have always got an appointment. When ringing later I don’t always get one but that is to be expected. When booking in advance it’s a 2-3 week wait at times but that is okay.
Pre-book brilliant and an appointment on day good too.
Same day appointment. Very helpful receptionists.
It would be useful if you could guarantee seeing the same Doctor particularly if it is related to mental health issues or other personal related conditions.
Can be very difficult to get through on the phone.
Can take some time to get through.
A walk in time would be useful.
Always been able to get an appointment but a queuing phone system would be an improvement.
Have come in to get an appointment and been told to”call in the morning” – not happy about that.
The reception is always very helpful.
Never have an issue.
Difficult to see a Doctor. Appointments have gone by 8.30am with no alternative being offered other than phone again tomorrow.
Not always need to keep phoning. Should have time slots for people working.
Always manage to get an appointment but you have to ring at 8.00am and always get engaged tone. Today I rang over 30 times, starting at 8.00am and got through at 8.20am.
Once you can get through on the phone, usually get an appointment. But getting through is sometimes impossible. If after twenty past eight there is no chance. Possibly more lines required of a morning.
Average redials to get through at 8am is 70-100 and by 8.15am there is virtually no chance of getting an appointment.
Usually have to make 10+ calls before getting though at 8.00am. Should be able to make appointments a day before!
Can spend a long time on the telephone waiting to get through.
Pre-booking or working makes it a challenge at times.
Difficult to speak to reception at 8.00am.
Always get an appointment but often after trying to call for 45 minutes. I think an automated queuing service on the phone would be better.
Not too bad after many phone calls at 8.00am.
Call at 8.00am and usually get through.
Sometimes hard, you can call for a few days on run and not get through.
The surgery could make it easier to get through by telephone. Otherwise its very good.
Appointments fill straight away and pre-booking is not an option realistically.
I see Dr Disley and she is amazing.
Dr Disley is very helpful and caring.
I have been trying to seek help from this surgery for my restless leg syndrome for over 5 weeks. I have even researched the problem myself. Two doctors have dismissed this, procrastinated, failed to research it themselves and fobbed me off.
I very rarely use the Doctors as the frustration of not being able to book in advance leads me to ignore my symptoms that I am concerned about.
I rarely come along but when I needed to – Excellent!
I moved to this surgery from another local surgery – the Doctors here are excellent.
Not been in last 6 months.
Found Doctors very accommodating.
Dr Disley is fantastic and I feel very lucky to have her as my GP.
Excellent when you can get an appointment.
Doctor dependant on the rare occasions I’ve had to visit the surgery the Doctor (some doctor) was all of the above. Not all are the same in my experience.
Felt very quick and not taken seriously.
Scored 2 as I could only talk about one symptom, needed to ask about another problem but not enough time on the Doctors side.
Didn’t refer me back to Whiston Hospital as agreed basically forgot to do.
Generally good but talks a lot, could listen more.
Overall very good.
Dr Disley was attentive, considerate and thorough. Her warm calm and friendly manner was greatly appreciated and reassuring.
In the last month, I have visited Dr McCabe twice. Dr May once and Dr Miller all of which gave a very thorough check up and provide medications when required.
Ruling out what the problem with me.
Dr Disley is a very caring and understanding Doctor.
The general care and service given to patients is very good.
I feel reassured and feel that I am included in choices.
Always listening and advising me.
Recent referral to RLU for bile problems.
Sometimes feel not taken seriously and can be brushed off.
Doesn’t enquire about symptoms or long term management plan.
Dr McCabe is awesome.
Dr Miller and Dr McCabe are excellent.
It is difficult to answer. The practice Doctors are generally excellent. However, there was a Doctor who saw me this year who didn’t check my pulse or anything – just read from computer!
Nurses here couldn’t be better.
Over 40 Health Check, very thorough, sent away with instructions and returned for further post check-up.
Mainly for appointments for children’s infections.
Too many info posters – should be better displayed and updated regularly
Never used toilets
Where is the cycle parking? Trying to get fitter but nowhere to park my bike!!!
Building is old but renovation good.
Toilets bit old but always clean.
Need more toilets
Waiting room not changed in last 20 years. Not comfortable.
Never used toilets.
Need to upgrade or clean lights – get a TV license and put TV on.
Clean but ugly and uncomfortable – clinical rooms bad
No hot water in toilet and only dribble of cold.
It is an old building but serves its purpose well, everywhere is clean which is more important than the age of the building.
More the patient leaving it a mess, not surgery problem.
Sometimes the Drs rooms feel messy with things not organised.
Local radio is not to everyone’s taste – particularly after a 1 hour wait.
More modern approach to displaying information notice boards etc. is needed.
Easy to miss appointment alert on screen, if not with audible alert.
Some are a little old and dated.
Display board does not change much.
Always clean and warm.
Consulting rooms and toilets badly need updating. Waiting area is clean but very old (refurb).
The way that you are called could be louder or clearer as it is drowned out by other music/noise and the TV volume for calls is low – you can easily miss your turn!
Toilets are too cold to change baby in. Always seem like they haven’t been cleaned properly (this maybe for external use).
These should be placed along the site as the kids play area and TV screen are on that wall. Patients should be directed by surgery for those that require them.
Appreciate when they are flexible and are understanding of a patients particular circumstances
Always seem to be busy best take time to see you
Fabulous and helpful – caring and professional
All staff very helpful and friendly
Always polite and helpful and put up with a lot from rude patients.
They are always helpful.
Always go the extra mile to help with patients.
Always helpful no matter how busy.
Mostly the girls try however there are times over the phone when they can be abrupt and unhelpful when no Doctor’s appointments are left.
A couple of receptionists are good i.e.: friendly and helpful. We have found a couple to be unfriendly with a ‘superior attitude’.
Depends who you get.
They are very busy.
It is impossible to book an online appointment.
Don’t have a computer – too old
But booking appointments would be better
Always refer to it to see what Doctors are due in before phoning for an appointment.
I know but do not use it.
But unable to book appointments!
I will look at this.
Get very tired of “on line”
Appointments not available to people who work should offer early appointments for people from 7.30 am to late night appointments to accommodate
I’ve just signed up to it
How do you do this?
Haven’t registered yet.
Will look to get registered.
Long waits for pre-bookable appointments.
It does not always display appointments.
On the display board, please get rid of the archaic use of Mr and Mrs Etc. Not relevant these days.
Is that patient access? At first it worked really well but mixed up my records and now I can’t get back on – something I need to sort.
My wife has been doing this for me. Find it all very confusing and I keep running out of my medications and I use ICT everyday.
Would like to be able to re order antihistamine for my 16 yr. old daughter
No issues here have always found this to be satisfactory, useful and practical.
I’ve just signed up to use online
I don’t currently need any repeat prescriptions.
Never used, as meds may vary.
I have never received a letter – always sorted it at surgery.
Minor surgery procedures
Blood tests, Physiotherapy, Foot Clinics
Blood testing – it is very inconvenient and time wasting to have to go elsewhere for blood tests
Open earlier and offer late night appts for people who work
Pre bookable appts
For me and my family I get everything I want.
Blood clinic one morning maybe.
Mental health clinic offering a range of wellbeing treatments.
More information – prevention & management of mental health e.g.: contacts of partner’s services – times etc.
INR testing/Bloods samples.
Alternative to no appointments – being made.
Out of hours (walk in) also Dental. Doctors to put repeat prescriptions to chemist as before as working, cannot get to put note in Doctors surgery.
X-ray and blood tests.
More information for basic first aid services at minor injury centres to reduce A&E inappropriate attendances.
More appointments within the surgery.
Well-being and Mental Health.
Couldn’t be made easier
Leaving early appts and later appts for people who work – it makes life so much easier. Some of us do not have understanding Employers.
Easier to get through on phones to make an apt
For Doctors and Receptionists to be more aware of information from previous consultations – i.e. be aware of my ongoing health issues.
Cycle stand and better system for repeat prescriptions. Do not like using ICT.
Answerphone with message options for a call back.
By having more evening surgeries.
More telephone lines to get through.
I will start to us the website and see if that makes a difference – advertisement of the online services could be much better.
More access to GP appointments.
Pre bookable appointments
Booking difficult over phone
Making appointments in advance would be preferable and easier as trying to make on the day is difficult, re: arranging with commitments.
Lovely new extension!
When calling a call waiting system instead of constantly re-ringing until you get through.
Skype or face time?
A little more time with the Doctor.
Not at present.
Appointments to be made day in advance as at 8am people may be working.
GP to start surgery on time. Often book in the first appointment to see him in the morning and he doesn’t start until 10-15 minutes later.
Automated phone service for appointments.
More online booking and pre-booking appointments.
Satisfied the way things are.
It definitely got worse during the building work though – seemed to be all locum doctors
Always high standard
I am very aware that a lot of issues I am raising is due to NHS cuts and the massive pressure on Doctors
Most recent appt was much more satisfactory
Regular doctors are very good – difficulty getting appts not much better
Good idea for doctors to be able to look follow-up appointments while patient is still with them to agree date and time.
More Doctors, more improvements to the building, new extensions, new staff.
Improved access at the front.
It would be good to see please refrain from mobile use. I feel and have heard others say too that music is crazy for a surgery! Gentle, calm music would be more suitable.
Trying to get an appointment is ridiculous.
More appointments available.
Seventeen patients left their email addresses.
More services / activities for elderly and details of volunteering opportunities
Not everyone has access to a computer
Rambling groups/ meditation/painting
More regarding mental health support
Anything relevant to practice patients
Love the poems in the waiting room so maybe more information on poetry/reading groups or events.
Stand alone. (Charity that supports people estranged from family.
Do not use website.
Keep fit classes for over 50s.
General wellbeing – e.g.: yoga, meditation, weight control etc.
Places which are free – meeting groups etc. (walking groups).
More information/discussion on Public Health and self-help what contribution patients/public can make to services (NHS).
New baby stuff, seasonal advice, any outbreak information.
Walking – Yoga. If the surgery knows or recommends any organisations.
Single mothers help group – abused women.
ASH SURGERY PATIENT QUESTIONNAIRE DECEMBER 2017 – COMMENTS.
Q1 - Is it easy for you to get an appointment at the surgery ?
One hiccup in many years
Early appointments normally always taken but no appointments late enough, I work
I rang 109 times on one day before Christmas between 8 and 8.30 – no appointments left by the time I got through. It’s not usually this difficult.
If ringing at exactly 8 am
Fantastic Team on reception 1st class
Having to ring in the morning isn’t convenient when start work at 7 am
Always have to constantly redial before I can speak to Reception to make an appointment
It does depend if you are ill first thing and ring up yes but if you need or feel ill any time after 8.30 am its rubbish, no appointments that day
Sometimes phone is engaged for quite a while
Depends on time of year – mostly easy – difficult to pre book in advance
No not always – if you phone at 8 am the lines are so busy and then the appointments have gone. There are very few pre bookable appointments
It’s difficult having to only make appointments at 8.15 am each morning
If you want a particular doctor there can be a wait
Called 36 times before getting through
Compared to comments made from people who attend other surgeries it is the best I know of
With me being COPD I have always been looked after
It is good that normally we can get an appointment on any given day. However phoning at 8 am and hoping to get through isn’t ideal- some advance appointments would be helpful for follow up consultations
Getting appointments is particularly difficult
Phone system requires an upgrade to give a queuing system
You have to ring up at 8 am and constantly re dial to get through – very hard to book in advance
Very difficult at 8 am to get an appointment
Phone lines always busy and when the phone is answered there are no appointments
Good to have a phone queuing system
You need more GP’s hours
Ringing up at 8 am can often take more than 10 to 15 minutes then no appointments left when you get through
Can be difficult calling in the morning
It’s ridiculous that you can’t make an appointment for the future dates. Rather than call on the morning for non-urgent consultations this is a must
Advanced appointments are difficult
Sometimes cannot get through on the phone a.m.
Need more evening appointments for people who work and aren’t allowed to take time off for appointments
If you get to call at 8 am, appointments are always available on that day
Luck needed because you have to ring between 8 and 8.10 am or no appointments can be obtained
Not enough pre bookable – difficult to get through – not enough late appointments to meet working people’s needs
Its ok but having to ring at 8 am when I should be on my way to work is not convenient
Q2 - If you have seen a Doctor during the last 6 months please assess how good the doctor was at each of the following:
I’ve seen 3 different doctors, me and family members, all excellent quality of care
Dr Miller been fantastic with Jake this 2017 and all Receptionists and Nurses too
Haven’t seen a Doctor in the last 6 months
Delighted with the 2 doctors I have seen this year i.e.: Dr McCabe and Dr Disley
Couldn’t ask for better!!
Dr Furnival is a great GP. Very understanding and caring
Well looked after
Normally see Dr Furnival and have always found her very supportive and caring
I have found that Dr Lynn has been able to support my needs and listens well. Other Doctors have a caring attitude also.
While it was all very good I do not think the Doctor oversold are part of home – treatment got quick referral to physio though
Some doctors I have seen seem to be dismissive of symptoms
When you finally get an appointment their service is excellent
A very professional service
Dr Disley is a superb GP. She builds rapport and shows great care and concern
Both Dr Wark and Dr Furnival are very approachable, kind but professional
Very happy with service
I have a named GP in Dr Miller
Not enough info given about life long condition
Q3 - If you have seen a Nurse during the last 6 months please assess how good the Nurse was at each of the following:
Not seen a Nurse for a while
Haven’t seen a Nurse in last 6 months
Nurse is excellent and caring
Thanks to Sheila Anderson 1strate!
Nurse with dark hair is lovely
Well looked after
Sam and Sheila are both excellent nurses and I have only praise for them- they are role models for practice nurses
Can’t say enough about Sam – fantastic nurse
Nurse’s first class
Do not recall seeing a nurse
Only for flu jab but very good
A great Practice
All the practice nurses are just first class
I have not been to see a nurse during last 6 months
Haven’t seen a nurse
Q4 - What do you think about the condition of the surgery
Never used toilets
Waiting room need to clean lighting – diffusers full of dead flies etc
May miss the call to see the Doctor as there is no acoustic call – it is difficult to look at the TV at all times to see which room one must attend
I visit a number of surgeries and this is very poor. Even one of the Doctors commented about how dusty their room was.
Again, couldn’t ask for better
Notice board is lost in bulk of too much stuff
The surgery is adequate but a bit dated and parking is very limited
It’s an old building which has been adapted to the needs of a surgery. However it could do with refurbishment.
Posters out of date. Fag ends does not exist anymore – contact smoke free Liverpool as they have cessation contract now – not Roy Castle
More entertaining things for children would be better – books?
Could do with modern approach. Everything is a little tired and dated – magazines in waiting room are years old
Could do with some updating
Never used toilets
The scores given for display of notices and condition of toilets reflect the fact that I rarely read the notices or use the toilets
Q5 - How helpful do you find the Receptionists at the surgery?
Can vary but mostly helpful
Particularly helpful at arranging appointments for Grandchildren at short notice
Got an 8am appointment – very grateful
Excellent – always good with my family
Depends on the person – I have been reduced to tears by how rude one person was, whilst others have been okay
I have found some to be helpful and co operating
They are often abrupt and it feels like they are to prevent patients speaking to doctors/nurses
Always welcomes with a smile and amazed at how many know me by name. Very helpful as any enquiries I have made over the years
As I said with my illness they do best to help
Always ready to help
Always try to accommodate your needs and requests
They have a tough job and often telling patients all appointments are taken
Sometimes their attitude over the phone leaves a lot to be desired! They seem rushed like you are an interruption. This is not all of them but a select few. They need some training in customer service
Q6 - We have recently gone “live” with an updated, brighter and re designed format of website. We would welcome your comments about our new website and any inclusions/amendments you would like to see:
Would have liked information about Christmas opening hours
Not seen it
N/A no computer
Haven’t visited the new one
I am not conversant with up to date technology and doubt if I ever will be
Do not use websites
Can’t make appointments and not very easy to re order prescriptions therefore I don’t use it
Just needs updating
We have no website
A considerable improvement
I feel I already spend too much time looking at a screen and I am not interested in looking at the website
Don’t have one
Never used it
Q7 - If you have registered for online booking service and used it, were you satisfied:
Still waiting for the appointment I booked – if it all works out then I can say I am satisfied
Haven’t tried it for appointments
It only gave me a telephone appointment/consultation
Too computerised no idea of password- registered a long time ago and don’t know if password is the same – also can’t book children in
Not got round to doing it
Don’t use it
I tried it once but there was a problem with it then I forgot about it. Can you choose which doctor to see? Sometimes I might want to see a female GP
Not many online appointments available and all seem to be at least a week ahead
Not very good unable to access appointments service
Not yet registered
Do not use this service
Q8 - If you have registered for on line prescribing service and used it, were you satisfied? :
Can’t comment – not used it
No computer so find having to travel to the surgery to submit a ‘script’ very time consuming when I could pass same into my local chemist around the corner in minutes – I am 78 years old
I registered in order to re order prescriptions for my son but was told I could not do this online as he was under 18 and he could not be registered for this- as I order them I’m not sure why I can’t order online
Not yet used it
Do not use this service
Q11 - Can you suggest any way in which your interaction with the surgery could be made easier?
It’s always amazing
Give me more advice on natural remedies and not just drugs; eg apple cider vinegar for tummy upset
More phone lines
GP’s could start surgery on time I repeatedly have 9 – 9.30 appts and Dr Miller does not start on time. This is inconsiderate.
Ear syringing, wart/skin tag removal
Easier to make appts in advance rather than take pot luck on the day
Not very private when discussing appointments etc at Reception
I would like to be able to phone through prescriptions, if not that then for pharmacy to order for me which has stopped recently
It would be useful to know which doctors are available on particular days
Another phone line
Perhaps an improved booking system
Ensure that patients in the waiting room always get an audible notification that the doctor is ready to see them. I bring a book or newspaper to read in waiting room so a visual display only is no use
Text for repeat prescriptions
Q12 - If you have been registered with us in past 5 yrs do you feel the practice is getting better, remains the same or worse – Comments?
For me always been there and always able to speak to a doctor or nurse
Always been good
I do find it easier to get an appt but that may have more to do with the fact that I am now retired rather than an improvement in the practice
December 2016 ;
QUESTION 1 is it easy for you to get an appointment at the surgery?
Sometimes can be difficult when the line is busy.
Phone staff v. helpful
More options online would be helpful, especially Monday nights.
As a new patient at this practice I have found all members of staff extremely nice and helpful.
Wonderful, well done.
Although I do hate the mad 8-9 session.
Current system discourages me from trying.
Can never get through on phone, when you do they will not let you book in advance.
Making an appointment for Dr Disley isn’t easy!
Yes, but don’t like the continuous trying to get through.
I would prefer to book an appointment in advance. Once I pressed redial 73 times from 8am trying to get an appointment as it’s always engaged.
Can’t understand the need to ring on that day. If you work this is difficult on a busy day and then leave work that day. Making an appointment later in week would be better but as usual workers (the tax payer) get penalised? Not sure if this is still the system as was earlier this year.
Only if you ring by or after 8am.
For a same day appointment you have to dial in at 0800. This can be very hit and miss – often line engaged, by the time you get through no slots available. Easier to book a week in advance online.
But not always easy to see same doctor.
You have to ring from 8 o’clock. I start work at 8 o’clock so I find it hard - then to book one I have to wait over a week.
There are insufficient opportunities to book an appointment in advance. If you work you can’t necessarily take time off the same day as the day you have to book an appointment.
Depends on time of year but you guys are busy in the winter, so I will let you off, ha!
Only difficulty getting through at 8am. Constantly engaged line – maybe 20-30 times to redial until successful. Maybe have another line or telephonist?? At which point no appointments available for morning surgery???
Sometimes it’s very difficult to get through on the phone in the morning but once I’m answered I do usually get an appointment that day.
As long as you get through early. Sometimes engaged for ages.
As long as you can get through to the surgery phone, it always seems to be engaged at the time you have to book appointment. By the time you are answered all the appointments have gone.
Not easy to get same day appointment, as phone in time coincides with commuting time.
I have to phone exactly 8am and by 8.10 the appointments are usually all gone. This is not always possible to do this.
The changes to the system of making an appointment has helped a lot.
Difficult to make an appointment as phone lines can be engaged for twenty minutes from 8am. The online system is cumbersome and there are never any appointments available.
I always find it easy to make an appointment.
It can often take up to 30 minutes and 75 tries to get through.
Phone line 8am hard at times.
It is difficult to get an appointment if you work as can be travelling to work when required to ring.
You do have to call first thing, but that’s the same at most GP’s.
Can take a while to get through on the phone but otherwise ok.
I telephoned tonight at 5.55pm, the receptionist got me an appointment, can’t fault this and always pleasant.
I’m working fixed hours so can access surgery at 5pm when required and eligible to sick leave as needed.
50 attempts to call from 8am -> got through at 8.44.
It would be helpful if there was queuing system on the phone lines. I have been trying for 30 minutes on several occasions.
I do usually manage to get an appointment eventually although I do find it annoying that by the time I do get through all appointments are taken.
Yes extremely simple to arrange.
Excellent on day appointments. Very difficult to make an appointment that are not emergencies.
It recently took me 3 days of phoning at 8am before I got an appointment. Could we have a come and wait session?
Sometimes difficult to get through when ringing for an appointment. More pre-bookable would be helpful.
Sometimes it is difficult but staff go over and above to try and sort something out.
QUESTION 2 If you have seen a doctor during the last 6 months….
Docs generally v. professional.
Always very caring.
I always attempt to see the same doctor.
I have a wonderful doctor – her care is second to none. She is a great family doctor and a true friend – (Dr Disley).
Sometimes I feel rushed and sometimes I forget to discuss issues.
As I have a disabled son it would be helpful to see the same doctor each time so they would get to know him better.
Brilliant – no complaints.
All the doctors are great, especially Dr Miller and Dr McCabe.
I have to proactively seek explanation and clinical guidance.
GP is poor communicator and does not seem interested.
No complaints, good.
Dr Johnson, Dr Furnival are fantastic dr’s Dr Lynn is lovely too.
Always had amazing treatment, by any one of the doctors seen.
Have to say that this varies between doctors but on the whole they are excellent.
I had an MRI scan on 3/7/16; I was told this would be followed by clinic appointment. As yet I have still not got an appointment for clinic follow up
More information about tests and explanation of test results would be appreciated.
Seen by Dr Furnival, no complaints.
Especially Dr McCabe and Dr Ikpoh.
I have seen a couple of the GP’s here and have found them to be both very caring and thorough in their assessment of my health issue.
It was an examination of my ears in September 2016 prior to a referral for ear syringing at local health centre which involved a month wait which I felt was long time as I was v deaf.
Have not seen doctor during last 6 months.
I am pleased with the care attention and referral for further tests if needed.
All doctors I have recently seen have been very intense and thorough.
The only problem is not getting to know your doctor as you see whichever doctor the receptionist has allocated for you.
Dr Furnival is fantastic! A life saver!
I am very aware of time pressures on the doctors and feel they do as well as they can within the time constraints.
QUESTION 3 If you have seen a nurse during the past 6 months….
I find all the nurses excellent.
Visit was for pneumonia jab.
All the nurses I have seen are all excellent, very friendly and approachable.
Only for flu jab, but very good.
The nurse is excellent.
I saw the nurse to get my blood pressure checked so some of the questions are not relevant.
Have not seen nurse during last 6 months.
Nurse too is good and extremely pleasant.
Sr Walker is amazing!
I have only been in for health check and flu jab – both times I was treated very well.
QUESTION 4 what do you think about the condition of the surgery?
Premises are rather shabby and information has not been updated for months.
Slightly outdated but otherwise good!
It is a joy to have such good treatment.
Never used the toilets.
I know there’s not much you can do at this site.
The toilets are ok, however it’s usually the way other patients leave them. They are never clean.
The waiting area could do with better ventilation.
Television screen positioned too high. It is easy to miss your name when it appears on screen!!
Would like a ‘sound’ on the screen when doctor is ready to see patient.
Too many notices – so confusing. Difficult to find what is relevant.
Dull and drab waiting area.
No problems for me, the building does the job.
Whole place is a bit dated.
The toilets are ok but they smell quite a lot.
Toilets could be more clearly signposted. Lots of information displayed in waiting room but not organized by theme – makes it look messy.
I only have one problem and its minor in the big scheme of things, but I don’t like the TV screen calling up my name. I have to keep looking and worried about missing my name and keeping people waiting. Personally I would prefer my name being called or a buzzer announcement as a name is displayed. Not major but my only gripe about waiting area.
Ventilation poor in waiting area, especially in summer.
Don’t use the toilet. Feel a bit lectured to by TV monitor messages.
The surgery is an old building nice and clean. I care about the doctors not the building.
It’s an old building. Obviously shiny new decoration etc would be nice but it’s of absolutely no importance to me.
The facilities are dated but friendly. Notice board is overcrowded. Needs organizing under headings.
Seats not comfy.
QUESTION 5 How helpful do you find the receptionists at the surgery?
Possibly best part of experience at the Ash Surgery.
Occasionally conflicting response to prescription requests.
Perhaps under too much pressure.
Depends who’s on.
When I need appointments for my baby and toddler they are excellent at fitting me in. They even called me back if something comes up.
Usually very good but sometimes can be awkward.
I understand that the receptionists are busy but I have found most of them to be very abrupt, officious and occasionally rude. Also I have been given incorrect test results over the phone by them.
Always polite and helpful.
Sometimes you stand at reception for a while before they even look up to acknowledge you are there, but when they do they are helpful – just think it’s rude!
Reception staff helpful, but I noticed they became more friendly when I had regular appointments.
Always helpful and friendly.
Depends which one. Some are very good others are not helpful and quite snotty.
The reception staff are lovely and really helpful.
So helpful and happy.
They are always v helpful although I’m fit and well and don’t use the surgery often.
They are great.
The majority are friendly and excellent.
Friendly and helpful.
Always very helpful.
Receptionists are always very helpful and courteous.
QUESTION 6 Do you know that the practice has a website?
Not on internet.
I will use it in future.
Plenty of information.
Don’t use it as can’t get same day appointments.
I will look at the website.
Just looked at the website and cannot access anything other than homepage images!
Don’t have internet access.
Make the how to make an appointment instruction more prominent and simpler.
I do not have a computer.
Don’t have a computer, do think about having one – lots of reasons why I don’t!
Have got registration details – not yet done so.
I do now,
I found it harder to find the times at which I am to telephone the surgery for an appointment.
Do not have computer.
I have not yet utilised the website.
It’s great, looks nice and easy to use.
I have not got a computer.
I probably had seen something but typically did not get round to checking.
QUESTION 7 Were you aware that the practice offers online booking of appointments?
Not practical. Often I am travelling and need to use the phone option for booking appointments.
When I have tried previously there were hardly any appointments available.
Going to register today.
There were never any appointments available.
Only able to book a week in advance.
I will use this in future.
Could be simpler – might be difficult for those not experienced in online to follow.
I do not have a computer.
I have never been able to get an appointment that was not a week in advance.
QUESTION 8 Were you aware that the practice offers online re-ordering of your repeat prescription?
Just found out.
Leaflets given out when you attend your appt with any new practice updates i.e. the website for online booking.
I will use online in future.
Haven’t used it.
Do have repeat presc.
QUESTION 9 If you currently attend one of our chronic disease clinics, you currently receive a letter containing an appointment date and a form to take for blood tests. Would you prefer to receive the blood form but make your own appointment at the surgery or are you happy with the current system?
Happy with status quo.
QUESTION 10 Are there any other services you would like the practice to provide? If so, what are they?
Have been with practice for 50 years. I have always been well looked after.
Blood taking in the surgery.
Male health check at 50 then every 5 years including prostate check etc.
Weekend surgery perhaps every fortnight?
Annual ‘check ups’ and support services for carers.
I was offered counseling at the surgery several years ago after my husband had died and found this helpful. Perhapos patients recently bereaved could be offered counseling if this is still available at the surgery.
Not yet, but not used it much yet.
Maybe for older folk, examples: Lessons for computer use and physio lessons.
A full service for bloods. Why employ nurses/phlebotomists then send you to hospital for tests.
Having my bloods taken would be helpful rather than having to go to Garston.
More emphasis on preventative healthcare to preempt illness.
Have more nurses to do certain tests such as bloods. More support with chronic illnesses.
Blood checks and physiotherapy.
Not that I am aware.
QUESTION 11 Can you suggest any way in which your interaction with the surgery could be made easier?
Maybe a quarterly meeting for patients and staff to meet and discuss issues.
Make it easier to book appointments.
Telephone calls in morning could be easier.
More telephone lines for appointments.
Easier online booking – tried, failed.
Option to book appointment in advance. Some “people skills” training for receptionists.
Receptionist training in people skills.
Greater availability to make advance appointments.
I cannot think of anything presently.
Have to be able to call at 8am and cannot pre-book appointments. Difficult to get through especially if unwell.
Did not know about online booking so will investigate in the future as the main problem has been getting through for an appointment.
This location I reside in, is blessed with the Ash Surgery, it’s staff, doctors, nurses and receptionists and all clinics it holds, patients are helped a lot.
Have more than 1 telephone line and receptionist. It is hell trying to get an appointment. You get stressed out trying for sometimes up to 1 hour to get through.
More wellbeing services. More evening and weekend services.
A nurses drop-in, if a patient is under certain treatments could come and discuss it with the nurses at certain times to put minds at rest.
I need to register online to see if this helps.
No, current options are good.
QUESTION 12 If you have been registered with us during the past 5 years, do you feel that the practice is getting better, remains the same or getting worse?
Evening appointments, some great doctors.
Easy to use booking system.
Never had a problem.
Seems to be more doctors which is good.
Have to wait too long after appointment time before actually seeing a doctor.
Easier to make appointments. Waiting room has improved a lot.
I’m not sure; I think it is getting better.
Practice is the same.
Only just registered and very happy.
Has always been good.
Can’t explain why but does feel better and more modern!