Friends & Family Test

1st January – 31st October

Positive

• Always treated with respect and feel comfortable.
• Quick response from E-consult arranging appointment
• GP listens and explains test results
• Some doctors don’t have time or patience when it comes to people with Neuro diverse, however GP at the practice does.
• Always made to feel at easy during appointments.

Negative

• I was not informed for delays.
• Not seen on time.
• I was not informed that I was seeing a Nurse Practitioner and not a GP
• Appointment cancelled 40 minutes before appointment.

Actions

Reception staff to inform patients if a clinician is delayed.

Patients to be informed which clinician they are seeing.

We do contact patients as soon as we are aware a clinician is unwell, which can be short notice if the patient’s appointment is an early morning appointment.

Positive

• All staff are polite and friendly.
• Clinical staff engaging and informative, with a caring approach.
• Same day following submitting an Econsult.
• Always seen on time.

Negative

• Had to wait 15 minutes to be seen.
• As an older person find it difficult to complete online form.
• Check in screen not working, people standing too close to reception, no privacy.
• GP need to take photo, however camera not charged had to return.
• Was not seen on time, had to wait for over 20 minutes.

Actions

Practice reception staff will complete E-Consult forms on behalf of patients who are unable to complete the form.

We do ask patients to stand back from reception to protect patients’ confidentiality.  The Practice also has a confidentiality room available on request.

Clinical staff informed to return camera and place on charge to designated location, to avoid delays.

Clinicians do try to keep on time however due to medical emergencies there may be times when patients are not seeing on time.