GLADSTONE IMPROVEMENT SURVEY
2017/2018
85 responses were received
1) I think my experience here could be improved by…………
No action
- All is very good;
- Can’t be improved;
- No improvement needed;
- I’ve always had a very good experience here;
- Good as it is;
- I’m happy;
- I have no concerns, works for me as it is;
- I’m very happy with everything here;
- Satisfied so far;
- It’s all fine;
- Cannot be improved, always first class;
- No ways to change, it’s all great;
- None needed;
- Nothing to improve;
- Nothing at all;
- I only came to give a lift to a patient!
- All ok;
- Nothing really;
- Nothing I was very happy with my experience;
- I don’t often visit so don’t have any suggestions at this point;
- It is a good experience generally;
- No improvements;
- Today was excellent service;
- Good;
- No changes needed;
- Nil;
- It is a good service;
- I am very happy how the surgery is run as it is;
- Nothing at all;
- It’s ok;
- Quite happy as things are;
- Nothing;
- Nothing;
- None at the moment;
- No;
- Accommodating, good service;
- I’ve always had good experiences!
- My experience was excellent. Gus the pharmacist was extremely helpful as was Alison the receptionist.
Action required?
- Not having to explain medical conditions to the receptionist when booking an appointment. Sometimes you have to ‘fight’ for an appointment;
- Improved signage from main waiting area. When checking in on the screen I’m told to go to the small waiting area which isn’t signposted;
- Bigger waiting room;
- Better communication about staff/doctor changes and the wait for appointments is too long;
- Shorter waiting time for non emergency appointments;
- Some of the receptionist’s manner;
- Background music in the waiting area;
- Getting appointments more quicker;
- Making appointments if you need them on that day for a five minute quicky which is not an emergency;
- Less waiting time for appointment;
- Quicker service;
- More room in waiting room;
- The staff in charge of phone calls could be more friendly when trying to book emergency appointments;
- Short notice appointments;
- Open more hours;
- More appointments being available sooner. Emergency appointments are brilliant though!
- Knowing how long you might have to wait;
- Earlier appointments available;
- Doctors to be on time;
- More evening appointments;
- Letting me know when I check in if there’s a wait/how long for;
- More visible information about mental health support;
- Allow voicemails to be left;
- Having more talks with doctor.
2) I like Gladstone Surgery because……….
- It’s local. Building is bright and new;
- Everyone is helpful and kind – Dr Morrell is lovely;
- Easy to get to, pleasant atmosphere;
- Both staff and doctors are very friendly and professional;
- Always been with Gladstone;
- Always friendly and deal with my queries promptly;
- It is close to where I live;
- Friendly and efficient;
- Because of the staff;
- The staff are very friendly;
- I’ve been here all my life;
- Welcoming, spacious, clean and professional;
- It’s friendly and efficient – the doctors are always thorough;
- The staff are friendly and the parking is easy;
- The staff are all friendly and helpful;
- Friendly, helpful;
- Staff are very friendly and efficient;
- Close to home, quick response;
- I think the service and doctors are very good;
- Doctors very helpful;
- Always well attended;
- It is local to myself and livenear by;
- Helpful, friendly;
- Everyone is so helpful and kind;
- The receptionists are friendly and helpful. The doctors listen and always offer advice or input as needed;
- Very friendly and efficient;
- Dr Morrell, Dr Bhupal;
- The friendly staff;
- People are friendly;
- They are great to me;
- The people behind the desk are kind and the doctors professional;
- It is friendly and efficient;
- Doctors are great, very professional, friendly, receptionists very helpful – always get fast appointment when children need it;
- Always seen asap, good communication, friendly staff;
- Good staff who understand our problems;
- Very helpful and friendly;
- I like the doctors and nurses and it is the one we used for many years;
- Staff are cheerful and helpful;
- Friendly and efficient;
- The friendliness;
- They’ve been my surgery since I was born – friendly;
- Very professional, very friendly
- Very good;
- OK;
- Everybody is so helpful;
- Layout is clear to understand when you walk in;
- The facilities are clean and modern and the staff are friendly;
- The convenience, the staff are very helpful and the care was very good;
- Local to me and has all facilities including pharmacy;
- Short waiting times;
- Convenient;
- Very helpful;
- Near to home and handy, always polite and nice;
- Friendly, helpful and care parking available – cleanliness is great;
- I always get an appointment when needed, really good with my son – think the GPs and nurses are great!
- Close to our home;
- Friendly service always;
- I am well satisfied;
- Everyone very friendly and easy parking;
- It is local, clean, modern and the staff are friendly;
- Staff are helpful and friendly;
- Pleasant;
- Convenient to home. Feel history is known. Friendly service, Dr Morrell first class along with Dr O’Brien;
- I live close;
- I always get seen promptly;
- Clean and tidy;
- The staff are excellent and have time for you, very friendly;
- Staff are helpful and do their best to fit in with times and information plus it is on my bus route – also I can call a taxi easily from there;
- Friendly and quick services;
- I have used the surgery for 40+ years;
- It’s local;
-…of the efficient, friendly receptionists and the same always goes for the doctors and nurses too;
- The staff and doctors are understanding;
- Pleasant atmosphere, medical and staff;
- All staff are personable;
- They have been my GPs since I was a child and their conduct has always been great;
- Always seem to have time for people;
- Staff are great, friendly, helpful and professional;
- It’s easy to make appointments when needed;
- Excellent service;
- I have been attending this surgery in previous locations also. I live nearby , always received good treatment and diagnosis – found the doctors and nurses supported me;
- Friendly staff and convenient appointments;
- I can park easily and usually doctor’s appointments are on time;
- You are all good;
3) What do you think of the new message from Dr Morrell that comes on the telephone whilst you are waiting for your call to be answered telling you that the receptionists may ask for a brief description of your problem?
Positive comments
- I have no problem with this;
- It is very helpful;
- Brilliant, explains it clearly;
- Very good;
- It’s fine;
- I do have concerns about receptionist making a judgement decision on treatment but if it helps to allocate to correct nurse then it’s fine;
- Perfectly reasonable message, I have no issue with it;
- OK by me;
- No problems;
- That’s fine;
- Good;
- It’s good to have the information;
- Good;
- Fine;
- Very good;
- Good to hear once but can get a bit annoying to hear it over and over again!
- It’s ok, as long as receptionist know it’s not always easy to tell problem;
- Very good;
- Haven’t heard it yet but I like the advice of the receptionist;
- With most problems I wouldn’t mind;
- Helpful and personal touch;
- OK;
- Good;
- Wasn’t aware of it but sounds like a good idea;
- OK;
- OK;
- No problems;
- Good;
- Yes;
- Very helpful;
- OK;
- Fine;
- It’s good;
- Good it prepares and informs for both patient and doctor;
- OK;
- I love the new message!
- Really good;
- Quite happy with this message;
- Yes it’s ok;
- I think that it is a good idea;
- I think it is a good idea;
- Not heard this but good idea;
- I’m happy to hear that;
- Good idea;
- Good;
Negative Comments
- Prefer to speak just to the doctor;
- Depending on problem, I find it can be a little awkward at times;
- Are they qualified to do a triage?
- I think it is private and would rather speak to Dr Morrell;
Neutral (or not heard message)
- I haven’t heard this as I prefer to book online;
- Not heard it yet;
- I haven’t heard it;
- Not heard;
- Have not heard it;
- Have not received calls yet;
- Unfortunately we didn’t hear this message so cannot answer this question;
- Not heard this;
- Not heard it;
- Haven’t heard message;
- Don’t have a phone;
- Not seen this;
- Not sure I have heard it, sorry!
- Haven’t heard it;
- Not heard it;
- No experience yet;
- Haven’t heard it yet;
- I haven’t experienced it;
- I didn’t really notice it;
- Not heard it yet;
- Haven’t had that!
- Have not heard it;
- Not heard it yet;
- Not heard;
4) Any other comments…………
- I’ve been registered with the surgery for 18 years and wouldn’t want to go anywhere else;
- Keep up the good work;
- Thank you for your service;
- We have been registered here for 20 years and think you do a wonderful job!
- I’m more than happy with the service;
- Just to say thank you to everyone;
- Thank you!
- As with any other surgeries more doctors would make less waiting time for appointments;
- I rarely need the doctor so when I do it helps that is a good experience!
- Thank you for your hard work and making this a great surgery!
- Good services;
- Keep up the good work;
- Happy with service;
- Quite satisfied;
- Please keep service friendly and polite;
- Feel confident for the service;
- I am very happy with the service;
- All good;
- Keep up the good work!
- Good to have opportunity to put patients view;
- Very happy to be a patient at this surgery;
- I think it is a very good surgery;
- It was refreshing not to have the doctor ask what I think they should do about my problem and actually find me a way forward.
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