Friends and Family Test Results

Very good

Usual friendly reception

Good

I was seen on time. The member of staff was both friendly and professional. They know my medical history and check to see if I need anything else apart from the reason for my appointment. First rate.

Very good

Pleasant staff, didn’t have to wait long to be seen

Nothing

Neither good nor poor

On this occasion I’ve had some really good clinical care from your doctors, prescribing nurse and initial call to reception regarding if I needed to be seen and booking an appointment was overall fantastic. They have been caring empathic and I felt supported.
However follow up hasn’t been great! Admin response via the phone are non empathetic telling me not to call to get my results ( people have test because they are concerned they want the results ) another admin the following day told me my results were not in, however they were the day before just needed to be reviewed, once challenged on this, she then told me they will look into it. I then had a follow up call from another admin staff member stating the wrong test had been done. Which is not an issue these things happen, we all make mistakes. However, trying to cover it up, make a client feel they can’t trust what is said to them. I’ve been told I should have follow up test to check, however I heard nothing from the surgery!

Better communication with patients, to tell the truth, it’s ok to be make mistakes, we all do, own it and learn from it, however trying to cover it up make you come across as untrustworthy.
Admin to understand that patients want the test results, even if they don’t need follow up care. They are obviously worried regarding their health or wellbeing and want the results.
I know you guys work really hard and we would be no where without admin! Just a bit of empathy and understanding and truthfulness would be great 🙂

Very good

I never have any issues with my surgery. Everyone goes above and beyond whenever I need eirher an appointment, advice, repeat prescription .

At present nothibg could be better, I do have problems with getting through the switchboard, but I am a patient patient.