Patient Feedback December ’24
Posted on:
Here are the results from the latest Friends and Family Test submissions (December ’24).
If you would like to comment on what we do well or on what you think might be improved please go to the Friends and Family page here.
To find out more about how Friends and Family works, please look here.
Non-urgent advice: December ’24 Q&A
Q: I was waiting at reception a long time 10mins while receptionist was on the phone obviously not her fault but I wasn’t able to use computer to sign in so worried about being late for my appointment.
A: We understand that waiting at Reception can be frustrating, and we sincerely appreciate your patience. We are actively recruiting an additional Receptionist to improve service, and we are also awaiting an engineer to repair the check-in screen.
Q. Cannot get a GP appointment, total triage system is an absolute fail and disservice, unsafe for patient care. Capacity full almost immediately and practice reception revert to “attend a walk in or call 111” even for issues which are clearly GP responsibilities just because the form won’t accept any further requests for the day at 8am. The “8am scramble” is now the “7.30am online scramble”.
A. Capacity is a challenge across the NHS, and we are fully aware of its impact. We are continuously improving our system to better serve our patients and warmly welcome any suggestions for further enhancements.
Q: I’d like a “surgery time clock” displayed on the “rolling news” (waiting room TV)
A: This is an idea that has not been raised until now, but we agree it is an excellent suggestion. We will explore this further to determine if it is a feasible option. **UPDATE: This has been explored but unfortunately the system we use on the waiting room TV does not allow for a scrolling time option. There is however a clock in the waiting area.
Q. Offer same day emergency appointments regardless of online system based on clinical need.
A. This is why we introduced the triage system, allowing us to prioritize appointments based on clinical need. Unfortunately, we can only see or speak to a limited number of patients before it becomes clinically unsafe, which is why there is a cap on triage requests.
Q. Providing a working hand sanitiser pump by the self-check-in, rather than one who have to pick up & squeeze at the reception desk
A. We will look into this issue and get it addressed
A: We understand that waiting at Reception can be frustrating, and we sincerely appreciate your patience. We are actively recruiting an additional Receptionist to improve service, and we are also awaiting an engineer to repair the check-in screen.
Q. Cannot get a GP appointment, total triage system is an absolute fail and disservice, unsafe for patient care. Capacity full almost immediately and practice reception revert to “attend a walk in or call 111” even for issues which are clearly GP responsibilities just because the form won’t accept any further requests for the day at 8am. The “8am scramble” is now the “7.30am online scramble”.
A. Capacity is a challenge across the NHS, and we are fully aware of its impact. We are continuously improving our system to better serve our patients and warmly welcome any suggestions for further enhancements.
Q: I’d like a “surgery time clock” displayed on the “rolling news” (waiting room TV)
A: This is an idea that has not been raised until now, but we agree it is an excellent suggestion. We will explore this further to determine if it is a feasible option. **UPDATE: This has been explored but unfortunately the system we use on the waiting room TV does not allow for a scrolling time option. There is however a clock in the waiting area.
Q. Offer same day emergency appointments regardless of online system based on clinical need.
A. This is why we introduced the triage system, allowing us to prioritize appointments based on clinical need. Unfortunately, we can only see or speak to a limited number of patients before it becomes clinically unsafe, which is why there is a cap on triage requests.
Q. Providing a working hand sanitiser pump by the self-check-in, rather than one who have to pick up & squeeze at the reception desk
A. We will look into this issue and get it addressed