How we have listened to you

At the Practice we operate a number of ways to get your feedback.

• A comments box in reception and on our website
• NHS Choices
• A log of comments the Reception Team keep for staff to complete when patients make a comment to them.
• Friends and Family Test
• Surveys we send through the year always have a space to log comments.
• Complaints Procedure

In 2014-15 we have received a number of suggestions and comments and we would like to thank you for taking the time to let us know how you feel. Our core belief as a Practice is that we always take the views of our patients seriously and we constantly review  the service we provide to ensure a first class experience for our patients.

Comments We Received

Here are a few of the comments that we have received and what improvements we have made in response.

A comment was made in the comments box:

"lighting was not good in the walkways in the Practice and often difficult for patients to see"

We listened to you and in September 2014 we took advice from a health and safety advisor and changed all the light fittings in the walkways.

Via the Friends and Family Test a comment was made:

"that wait times for blood tests are too long"

We again listened to you.  Even though we are not directly funded for the blood test clinic and offer it to ensure patients who cannot travel to one of the other blood test clinics can have their test done, we have increased the number of staff who are trained to take blood from one to three so that we can make sure we always have two phlebotomists working together. We also constantly review the wait times to make sure that we keep wait times to a minimum.

Members of the Patient Group asked us to feedback to the Reception staff how hard they work and how the level of customer service is outstanding!

We passed this on to the Reception Team!!! We pride ourselves on excellent customer service and ensuring that every person who comes in to contact with the Practice goes away happy!