Mayflower Medical Centre Survey 2012/2013

Mayflower Medical Centre Survey 2012/2013

Question 4

Patient Answers and Practice Responses (in Red)

Do you have any comments you wish to make about the surgery?

·  Go back to old site everything worked well there.

·  The bookings in screens are by the desks and are often blocked if there is a queue for reception. It is hard to tell if the queue is for reception. It is hard to tell if the queue is for the screen or for reception. Putting them on another wall would solve this problem.

MMC – We are looking at barriers although space is limited.

·  Maybe more staff.

MMC - Unfortunately the resources available to the NHS including General Practice are declining and we are unable to offer more staff .

·  A separate 'sick' waiting room would be an advantage to prevent germs & infections, as in American surgeries.

MMC – Unfortunately we do not have enough available rooms. However we often send patients through to our examination rooms when we feel it is necessary.

·  Too hot

·  The heating in the waiting room is far too hot, possibly making it a breeding ground for germs? Also, queues to see reception are very long now - they never used to be, what’s changed? I have noticed the online checking-in system doesn't seem to work anymore?

· 

MMC – this is difficult one, the reason is because as some part of the building are warmer than others. Some patients also need to undress for examinations and procedures. The Trinity Ward is directly above the MMC and inevitably some heat from the ward is passes through to our surgery. Please be assured we are continually working with Kier our maintenance staff to resolve this issue.

·  I've noticed when you are talking the receptionist(s) you have to raise your voice sometimes, this is inconvenient but only a little.

MMC – Thank you for this feedback

·  I think you should have a system, whereby people who have a job can get the early or late appointments. Those who are retired or unemployed could have appointment say after 10am and before 5pm. As someone who has a job and doesn't work in Harwich I find it very difficult indeed to get convenient appointments.

MMC - We are open 7am on Wednesdays and until 8.30pm on Tuesdays which is aimed at our patients who work.

·  Nice and new, clean, bright and overall good. Blood test part could do with a rethink. When my wife went in 2 months ago she got in early and was waiting but a lady with a child who came in after was able to jump the q as the child may be late for school. This was unfair as she should have come in early like my wife did and if she had of done that she could have been in and out quicker. Controversial but maybe pensioners should be asked to come at a later time as people who need to get to work/school can come in early, get the test done and go off to work/school

MMC – currently the blood taking service is under the remit of Colchester Hosptials (CHUFT). However this is under review for next year. The MMC does not provide this service at the moment.

·  At busy times it can excessively be noisy! When children are about some parents do not keep continuous control over the noise they make! Perhaps some notices need to be displayed to suggest it is the parents responsibility to ensure their children give consideration to others around them. Has calming music ever been considered as an alternative to the TV on the wall? I was not a strict parent and helped to bring up five

children and always managed to keep them under control in such places as hospitals and surgeries.

·  Suggest mobile phones should be switched off.

MMC – This is currently displayed on our LED board but not always adhered to!

·  YES turn heating down in waiting room it’s so hot breads the germs Ask people to turn OFF their mobile phones it’s so rude I don't want to hear their conversations

·  It's a very busy place, and seems, on the whole, to work well. The staff may not agree? I have no idea whether I am a 'good' patient. Feedback to patients on their 'performance as patients' might be useful! I have an issue with the TV screen, which is often showing stuff I don't wish to see (at all!), thank you. It is intrusive and I suspect puts patients in the wrong mood/state for seeing a doctor. It may induce stress and a sense of hopelessness in the face of the world's bad behaviour - often featured - and power elsewhere. Understand my point? There could be two waiting areas with a dividing panel down the centre, so that those of us who do not wish to see a TV do not have to watch it.

·  waiting area can get noisy

·  MMC – Yes we agree it can be noisy; patients seem to like to meet here for a chat!

·  The pharmacist can be elsewhere (for legitimate reasons) for up to 1/2hr at a time although the receptionist may say 'it'll only be 5 minutes'. Could a notice be put at the pharmacy window with the time that she left so that we can make an informed decision as to wait or not or, could another staff member cover that absence.

MMC – Other members of staff do try and keep an eye on the dispensary window however this obviously needs reviewing.

·  As a blind patient, it sometimes seems that there is a lack of disability awareness. 1. The appointment display has no audible output. 2. A few reception staff don't speak to indicate they are ready to deal with me. 3. Written communications e.g. letters marked 'Confidential', leaflets given to patients etc. are not offered in accessible formats.

MMC – I will remind the reception staff about their duties towards patients with disabilities.

·  Sometimes staff can come across as sharp/abrupt on the phone.

MMC – if this occurs please ask to speak to the Reception Manager and report the incident so we can ensure it does not reoccur.

·  Sometimes wish the receptionists would not ask questions such as do you really need to see a doctor. I wouldn’t be phoning is I didn’t need to

·  MMC – It is necessary for the receptionist to ensure our services are used appropriately which sometimes involves asking a few questions.

·  Its mere impossible to get an appointment with my doctor. Saw the nurse 4 times for the same reason. Asked for the doctor and was refused.

·  More doctors needed or shorter no appointment for doctors so you can get an appointment with your doctor within 1-3 days instead of 1 -2 weeks.

·  My old doctor I could usually see in 2 days but they are now around 3 weeks which is a long wait.

·  Sometimes you're told a time limit and it's twice as long, due to unforeseen circumstances perhaps patients could be told.

·  Long time to get appointment with own doctor

·  Cannot always see own doctor

·  Although a GP can be seen, it is rare to see my own GP on he same day as calling. Staff are always willing to do their best to help with this though.

·  Had to wait 3 weeks to see the doctor, so more doctors or late evenings would be helpful.

·  It is very difficult to see my own doctor. If I see a different one I am told to go away and see my own.

·  Waiting time of 45mins too long to see a nurse, and a 5 day wait to see a doctor ....far too long

·  Sometimes there is a long queue and one receptionist who can me say done very well and stayed focused. but I felt she was overloaded and this wasn’t very reassuring

·  The nurses are not always best qualified to make diagnoses - one certain nurse has misdiagnosed me and my children on more than one occasion, so I would always prefer to see a doctor from now on.

·  I get fed up when I ring to see my own doctor and get told there are no appointments and told have to see another doctor who I don’t know what is the point of having a doctor when most times you cannot see him

MMC – Unfortunately we do not have enough resources to provide a GP to deal with every request we receive. For this reason it is important that triage is conducted by our highly trained nurses (some of whom can prescribe). These nurses are able to deal with many minor ailments and procedures which means the GPs are able to deal with more complex conditions. In addition to this a GP is always available to support the nurses and see any patients who they feel require a GP in addition to the nurse. It is also helpful if the nurse has already taken the patients’ history and performed routine tests.

·  The surgery is always clean and warm.

·  Always clean and tidy Very warm though

·  Very nice people

·  Very helpful. Very clean

·  I find everyone polite & helpful

·  Staff excellent. Trying to make an appointment is very poor

·  Mostly helpful. Reception can be a bit curt when you telephone but reception staff always excellent.

·  All very friendly and helpful

·  Friendly service

·  there is 1 specific lady on reception that is very nice I wish I knew her name so she could be recognised

·  Only that I think the service offered is excellent

·  Whenever there has been a problem, I have always found the staff happy to help. I have a good doctor, and can normally get to see her. Fortunately, I get by without the need to visit you too often - only for repeat prescriptions.

·  The service my wife and I have received has been very good. We find all staff (receptionists and Medical) are helpful.

·  I accessed a dr indirectly via a nurse

·  I rarely use the surgery as if I am not well I try self-medication first. I am quite happy with the service and treatment when I need it.

·  I am very happy with service provided by the surgery.

·  Drs Wynne and Catmull are excellent doctors who take the time to listen to you and not rush you, even if they are running behind. They are also great with children, especially Dr Catmull. The nurses are professional and competent and are also good with children.

·  High standard of service.

·  I am very happy with the surgery and can't thank you enough for all your help and kindness when I have needed appointments.

MMC – Thank you for these positive comments.