January - March 2016
You said: You were struggling to get on-line to organise appointments and order repeat prescriptions.
We did: verified your details again and approved your mobile details. The system now works. We think it was some sort of glitch at the NHS end.
You said: You wanted to organise on-line access for a young adult who because of illness could not get to the surgery.
We did: We organised telephone verification that the young adult was happy for this to happen. This supported confidentiality and empowered the young adult to make choices of her on-line access.
April - June 2016
You said: There were too many posters on the reception windows and some of them were mis-spelt.
We did: We took them all down.
You said: That you were very grateful that two members of staff ran out of the surgery to help a patient following a fall outside at the nearby shops.
We did: We thanked the staff who went 'the extra mile'.
July - September 2016
You said: You wanted to us to change your name as you wished to be called by a different surname.
We said: We could only change your surname if we had evidence of marriage or deed poll, but we could alter your notes so we could add 'known as' with your preferred name so when we call you through to the consultation room your preferred name is used.
October - December 2016
You said: That one of the receptionists had been really helpful and supportive.
We Said: Thank you and passed on your comments to the member of staff involved.
January 2017 - March 2017
You said: You wanted to book appointments on-line.
We said: This process is easy if you have an email address and some ID then we could easily set you up with an on-line password.
April 2017 - June 2017
July 2017 - September 2017
You said: We should open on Thursday afternoons.
We Said: That we were considering this in the future but as a small practice this was quite a challenge for us in terms of staffing both administrative and clinical. We would keep reviewing this. New note 20th December 2017....we are reviewing this again and please see latest news regarding new evening appointments up to March 2018.
October 2017 - December 2017
You said: If we could issue food vouchers for a food bank?
We said: We would look into this which we did and we have formed an agreement with the Daybrook Food Bank so we can issue vouchers in cases of exceptional financial difficulty. An appointment with the nurse/practice manager is required.
January 2018 - March 2018
You said: Some of the links on the website did not work.
We said: Thank you! It is sometimes quite difficult to always check these promptly. We are attempting to sort out the links and add new ones.
You said: That a member of staff had been helpful when you were anxious about an appointment.
We said: Thank you. The compliment was passed onto the member of staff.
You said: That the later evening appointments which started in January 2018 suited you well because of work commitments.
We said: We are continuing these until the winter pressures ease and will carry on until the end of April 2018. We will then review.
April 2018 - June 2018
You said: That there were opportunities to book urgent appointments throughout the day and you appreciated the service.
We said: Thank you. There are always the possibility of urgent appointments at each surgery session but it is really helpful to book these by phoning at 8.30am for a morning slot and at 2.00pm for an afternoon slot. These urgent slots are for genuine same day requirements. Also any requests for home visits should be made as early in the day as possible so the GPs can allocate the visits for the lunchtime period.
July 2018 - September 2018
You said: That you had had problems getting through on the telephone and the line was faint.
We said: Sorry, sometimes the telephones are extremely busy. We have just commissioned a new telephone system which we hope will alleviate some of the connection problems. It does help is patients could call for results and queries after 10.30 am when the lines are not so busy. We use mobile phones from time to time to ring patients rather than the land lines so they remain free. On-line services might work for you so you can remotely book, organise prescriptions etc on-line.
You said: Why do the receptionists ask about what is wrong with me when I try and book an urgent appointment?
We said: We have a nurse here who can prescribe so sometimes a nurse appointment rather than a GP appointment is more appropriate. Sometimes a call can be really urgent and the patient might not realise their symptoms are very serious. We ask so we can direct to 999 if more appropriate. For nurse appointment requests we need to make sure that the nurse has the equipment or is the treatment room for certain procedures. Asking you what you need to see her for helps plan her daily workload and ensures that you get what you need.