Interim Derwent Practice Patient Survey Report25th July to 30Th August 2016

Interim Derwent Practice Patient Survey Report25th July to 30th August 2016

GP Comments

excellent bedside manner & approachable
Far too long waiting for allocated appointment
Very helpful
Did not feel rushed made me feel very comfortable. Box of toys for children. Understood baby separation anxiety & compensated in exam.
Explained follow up clearly. Fab.
Very good
excellent doctor
Excellent GP humorous & knowledgeable
Very good
V good, wouldn't want to change doesn't patronise you like others do, actually listens and looks at you when she speaks to you. Some others don't have these most basic communication skills. Very nice would like to be a bit more knowledgeable but like the fact they don't try to pretend they know something they don't. They are always very open/honest if they don't know something outside of their scope.
Excellent, & very helpful
is not my usual GP and I came to see him with a specific problem which he dealt with well
ok
very approachable warm reassuring
very friendly, clean, helpful (as is Dr Ives)
very pleasant and efficient
professional, empathetic, understanding, patient, clear in explanations, friendly
Very supportive during a very difficult period on the occasion he was not available notes on record enabled continuous support.
he is always helpful
she is lovely
the best
top class very concerned caring
very good thorough and helpful
very good follow through
He was very kind, listened to me and didn't make me feel as though I was wasting his time.
excellent - very patient, listens and explains
very good bedside manner
brilliant, caring, always has time for you
very happy
excellent
wonderful lady
good
very understanding tailor made treatment feel like a person not just a number, very comfortable
first class
very lovely, understanding and comforting
excellent doctor
he is very caring and does not rush you
very good seems to know his stuff
brilliant I had one GP but changed when I realised he never listens or take note on you
felt like I was wasting their time although I had worries about what I came in for 3 weeks
always fair and supportive
friendly and thorough
like Dr Taylor always excellent
She seemed like she knew exactly what needed to be done. Was very understanding and explained things well
very good
very good
he listened to me, not ignored me
old enough and experienced enough for me to have great faith in him
very good to talk to
an excellent listener and communicator - excellent understanding of patients history - able to put patient at ease never feel as though he has better things to do - very caring a credit to his profession.
very happy and confident about consultation
very good and followed my treatment up
thorough and professional
excellent bedside manner and approachable
Lovely doctor would recommend her to anyone. Always has time to listen and explains things easily involving me in any decisions
first class - 5 star plus the best
AH knows me well and supports my ongoing treatment and discusses changes in medication ensuring all my medical and personal conditions are taken in consideration to ensure what is best for me.
always makes me feel walked and important
always very good
A good excellent practitioner. Huge on bedside manner but he's appointments don't become very late always apologises if he runs late.
very considerate
he referred me for a biopsy as I have a lump on my head which has since been discovered to be skin cancer this was previously ignored by two other doctors as they considered it to be just a cyst
lovely
very kind and helpful
fantastic
efficient
friendly, lovely
I would highly recommend this GP
brilliant
Very caring, helpful and always explains fully. Quick to sort out health issues with both self and children.
great doctor, he's just rushed off his feet
lovely chap
very nice doctor
quite opinionated - although pleasant enough - I left feeling like my opinion wasn't valued
very helpful, patient and kind
I feel he really wants to make me better
very kind and polite, don't feel rushed at all
very good and kind

Nurse Comments

Approachable
Excellent - he deserves a medal nothing too much trouble
very nice but unable to explain exact data that was being looked at
should have told me to hold daughter still before she vaccinated - she pulled her arm away = bruise & fear of needle
impatient, lacking in empathy and brusque
Excellent - shows concern and does all he can to help
usually on time listens to you and explains everything well
good with children, reassuring
not very good at smear test but very nice person
excellent care
very helpful
the visit went her way instead of representing me
very nice
very good at her job and took me at face value which was more than enough for me
very nice person who knows what she is doing
very good
excellent
excellent
very good
very professional and friendly
good
couldn't have given any better care made me feel at ease in an embarrassing situation
Very calming, understanding and comforting
very good
excellent at his job
very good time to listen
changing dressings when they are healing me up, making my wound to get worse again, then she bounces off one to another, making it worse, but always a nice smile
really friendly very supportive
brilliant - very friendly
very good
very good
Verypolite, good at her job as it’s very difficult to get blood from me. Provides care and good conversation
very good
lovely
excellent
is a lovely nurse
charming and efficient
very very good
service Neil gives is excellent gives 100% service and care
exceptionally pleasant and confident, reassuring - excellent listener and resulting advice
charming
I have seen all the nurses at this practice and they are all very good. Wendy was the last one.
very professional
Approachable
excellent nurse
first class
I have seen several nurses and they are all lovely, put me at ease
very good
very friendly efficient and knowledgeable
bubbly & friendly
friendly, brill
friendly, professional and lovely
very good
both my husband and myself had to see the nurse, we had several things to have done and we came out feeling we had been really treated first class
lovely lady
very good
calm, competent
very nice, helpful
excellent
excellent
male practitioner able to prescribe - absolutely superb - was fabulous with my daughter, gained her trust and clearly has a fabulous way with children
helpful, efficient and informative
Did not know about my condition - was helpful but not knowledgeable. Other nurses have been good and this was a one off, worrying appointment(I knew more than the nurse!)
fantastic
fantastic
all your nurses are very helpful thank you
very kind and helpful
very good
very kind and pleasant
was exceptionally rude
excellent as always
excellent as always

General Comments

Far too long in waiting room! I thought the allotted waiting time was supposed to be no more than 20 mins. I have waited 45-60 mins each time.
toilets & seating area very aromatic - acetone - not pleasant - no air - no windows to open when others coughing etc. old mags recommend thorough cleanse of areas & dispose of old furniture & replace carpets or make washable for hygiene & reduce not great aroma of old urine in seating areas & toilet area - not welcoming I am afraid to the "walking" well perhaps & new patients
Best GP practice ever been to. Always get seen by a Doctor. Receptionists really care. Thank you.
nurses are good if you can get past the receptionists
rather not - they (the staff) could do a lot better
I often wait in excess of 5 minutes to get through to the surgery on the telephone
sometimes the receptionists ask too personal questions
Very happy with it - and cannot complain about the NHS at all!! With the one exception - who sadly let down our practice BADLY (SH?)
we are very lucky to have such an excellent practice in Malton
overall very good experience
better online facilities - some GP's need to improve drastically how they talk to patients / involve them in the care – receptionists are helpful most of the time, especially doctors ones, nurses not quite as good
why can't we book nurses appointments online?
Admin not very good at all, lets surgery down. No email facilities can only book named GP appointments online.
Reception very good in GP area, nurse reception sometimes can be talking amongst themselves rather than deal with patients.
I have found Derwent Practice to be an excellent service. All the staff are professional and friendly.
Booking appointment ahead is a problem, booking them on the day a nightmare! If I am I’ll do I want to be on the phone repeatedly not getting to speak to someone for an appointment before 9am and then being refused an appointment.
Receptionist doesn't check me in when arrived few times even though I did checked in! Leaving waiting in the lounge 1.5hrs to find out that I'll be eventually seen by GP! It has happened few times now and it’s very disappointing.
Only joined surgery few months ago and have found it very efficient - impressed with the care and consideration of each person I have had to see on the appointments.
extremely thorough treatment, clearly explained, helpful
It is next to impossible to get through on the phone. I cannot understand the rationale behind the appointment system where you have to ring at 8am on the day and cannot book in advance especially when half the town is trying to do the same thing. Also only being able to see your "own" GP and not one of the other partners is ridiculous when you can't choose who you are registered with, have had to go to minor injuries twice recently through not being able to get an appointment at the surgery - not really what the unit is intended for. A shame there is a monopoly in this town. A bit of competition might improve service.
car parking spaces too small - stop playing the music
The constant radio noise is intrusive and irritating. If you can't play quiet music, silence would be preferable.
always able to accommodate
generally very good - receptionists not very friendly - waiting times too long - not seeing your own GP is a big issue - Saturday all day surgery would be good - being able to see a GP from Derwent at the hospital out of hours would be excellent idea - like it used to be
I think all the nurses and the receptionists are first class.
I do not have HIV and am likely to get this now. I used family planning methods, always used condoms and have not had sexual contact for sexual years. I tested HIV negative when I discovered my partner’s extra-marital affairs some years ago.
The practice provides a very good local service. It is also trying to respond to the requirements of patients.
we are lucky to be seen at this practice
too difficult to register for online access - too many laminated signs
I think the practice is doing well in a very difficult time, too many people to deal with and not enough time. People need to take more responsibility for their health but a message that is hard to get across. Receptionists do well with limited appointments but do well to accommodate people with an appointment.
All the staff at Derwent work very hard, but never let their workload stop them from being pleasant, polite and very sociable. Thank you everyone at Derwent practice.
is a very friendly place
would recommend to others
Very friendly, helpful nothing is too much trouble however much trouble I am being. A star service
probably needs to expand with the proposed number of houses to be built in Malton and Norton in the coming years (or move to new site) car park too small - at present very good service would be even better if NHS etc. worked a 7 day week as in many other industries.
helpful when (the receptionists are) at the desk, unless you are waiting, some days and they disappear while you are waiting - even when you are first in the queue on the phone it takes over 5 mins waiting- needs more receptionists for this expanding town
it’s just really slow to wait for appointments and difficult to schedule them urgently
Town growing the surgery needs to reflect this. I find the receptionists rude at times
There are some fantastic doctors at this surgery, but there are a chosen few that need to brush up on their social skills, coming to the docs is a daunting thing for some people and this should be taken into consideration. But all in all I'm pleased with the care given to me.
very good - no complaints
can't fault it or the NHS
the countdown over the phone is good - better than the old system
lucky to be here
Sam and Helen are super
an excellent practice - especially when one hears stories of other practices from friends and family - always treated with respect and care - a wonderful contribution to the community
to answer phones sooner
Although some may put poor for some questions for this practice when compared to ones in the south of England is more than excellent as is our local healthcare services. Big tick
nurse reception staff are very helpful and very understanding - well done everyone
always receive polite respectful reception from all staff
probably needs to expand due to all the houses being built in the catchment area
would prefer to be able to book an appointment a couple of days or so in advance not either on the day which can interfere with work or at least a week in advance
outstanding we are very lucky to have this practice in Malton
it is a shame that more parking is not available - a great practice and staff - thank you
the telephone queue is ridiculously long - no appointments to fit round work - the level of professional care and attention from the GPs and the nurse is very good, it is a shame the same cannot be said about the administration of the surgery. I work full time in Whitby for a boss who does not let me take drs appointments during work time - the stress of getting a suitable appointment time puts me off even trying - I also cannot sit on hold on my phone at work long enough to get to speak to a receptionist
My only complaint is the constant noise which is sometimes intolerable. I often feel tempted to cut the wires in the speakers - I won't of course
95% of the time get to see doctor or nurse when required - no complaints only praise
there is always a 15-20 min wait on top pf original appointment time
telephone service often difficult especially for repeat prescriptions
I am usually very happy with my treatment when I visit the surgery. Sometimes I have to wait quite a while after my appointment time with my doctor but I do realise that unforeseen circumstance do arise.
Wonderfulpractice. Staff very good.
10 out of 10
the arrangements with the podiatry service always seem awkward it would be helpful if communication/appointment booking etc. could be done via the GP practice
often long waits to get through to reception due to demand of service - the surgery has always been very helpful during out visits, both receptionists and doctors / nurses
very happy with all at the surgery
I appreciate very much the work of the practice and grateful to be living here
thank you
Seeing a doctor late at night or weekends means you can't get medication needed. Malton needs a pharmacy open on Sundays as Pickering or Monks Cross are a long way for people who don't drive.
a really friendly patient participation group, doctors do listen to us
Excellent surgery that I rate highly apart from 2 things - wait times (now been waiting more than 1/2 an hour), anything less than 25mins is good, which, in my opinion is poor - a particular doctor, I refuse to be seen by. I have zero confidence in them.
Depends at what time of day you call. Call at 8am and it’s not easy at all - often no 43 or something in the queue. So I avoid calling at this time. - I think waiting times need to be shortened, I have before witnessed people in absolute agony sitting very uncomfortably waiting for their appointment
thank you
Very appreciative of everyone’s hard work and care. Thank you!
The restriction of having to order prescriptions once a month is inconvenient. If you have a long term condition it would be helpful to be ableto order for 3 months. If this is not possible would it be possible to be more flexible over holiday times as it is reasonable to be away for two weeks. Rather than reducing "stock piling" this makes me try to build up a reserve!
we are lucky to have such a helpful GP practice in Malton, thank you
I found GP to be absolutely fantastic and wouldrecommend her every time.
I think it would be hard to find a better practice or better staff - well done
doctors very good practice very good
could do so much better

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