What Our Patients Say
Here are a selection of patient comments left on the NHS Choices website
Wonderful Comment added 15th February 2012
What I like
I just love this practice. After years of being cared of going to see my previous doctor through fear of feeling mocked, i have found a wonderful place where people listen to what you are saying. Through this i was finally diagnosed with diabetes, after around 3 years of feeling unwell. One visit to the practice and i was given the correct tests, and given medication within 2 weeks of my visit. The doctors are young, enthusiastic and very caring. They give each person the time that person needs, so you actually don't mind a little wait at times as you know it was because someone needed extra time with the doctor. The reception staff are great, always try and help. I will never wish to leave this practice, and would recomment to anyone looking in the area.
What Could Be Improved
Nothing!
Anything Else
Car park needs work, but i know its on the to do list!
- I am always able to get through to the practice by telephone
- I am usually able to get an appointment when i want one
- I am always treated with dignity and respect by staff
- The GP Practice always involves me in decisions about my care and treatment
- The GP practice provides accurate and up to date information on services and opening hours
The Practice Replied Comment added 17th February 2012
Thank you for taking the time to feedback to us.
Listening is our main concern, we feel that many of our patients appreciate the extra time our clinicians spend in talking to them about their problem Many thanks for taking the time to submit your comments and it is pleasing to hear that you find our practice staff approachable and helpful.
Extended hours are something which we implemented back in 2009 as an attempt to ensure that our patients could be seen at times convenient to them. We understand that it is sometimes difficult to get out of work to see the doctor and we are pleased to offer appointments up until 7 o’clock, 2 nights a week for both our doctors and nurses. We do not close for lunch and have recently been advised by the health authority that we are currently the practice with the longest opening hours per week compared to any other practice under Heywood, Middleton and Rochdale!
Thanks again for your comments which have been passed onto the team.
Regards
Warren Tuite
Practice Manager
Pleasant and efficient, never rushed and trusted Comment added 16th December 2011
What I like
I have always found the staff and doctors at this surgery to be very approachable and helpful. They have offered me a very high standard of care and attention, answering my many questions to help me understand what treatment i am being offered.
What Could Be Improved
I can see little to improve the service here. They already offer extended opening hours which allow me to make appointments easily out of working hours if required.
Anything Else
The staff and doctors here are lovely.
- I am always able to get through to the practice by telephone
- I am always able to get an appointment when i want one
- I am always treated with dignity and respect by staff
- The GP Practice always involves me in decisions about my care and treatment
- The GP practice provides accurate and up to date information on services and opening hours
The Practice Replied Comment added 16th December 2011
Many thanks for taking the time to submit your comments and it is pleasing to hear that you find our practice staff approachable and helpful.
Extended hours are something which we implemented back in 2009 as an attempt to ensure that our patients could be seen at times convenient to them. We understand that it is sometimes difficult to get out of work to see the doctor and we are pleased to offer appointments up until 7 o’clock, 2 nights a week for both our doctors and nurses. We do not close for lunch and have recently been advised by the health authority that we are currently the practice with the longest opening hours per week compared to any other practice under Heywood, Middleton and Rochdale!
Thanks again for your comments which have been passed onto the team.
Regards
Warren Tuite
Practice Manager
I have been made to feel important and well cared for as a patient Comment added 16th December 2011
What I like
From the date of our first contact with this surgery both my wife and I have been treated with extreme courtesy by the reception staff, nurses and the doctors. From my own standpoint i have been very satisfied by my treatment and the way in which the doctors have listened, carefully to my medical problems and have explained the treatment procedures easily and understandably. Hospital referrals have been explained and information recieved by the surgery following hospital appointments have, again, been carefully explained to me. I feel privilaged to be a patient at this well run and administered practice. Having previously experienced most unsatisfactory patient care at all levels of my previous GP's surgery I feel well qualified to express an opinion.
What Could Be Improved
Absolutely nothing, thank you.
Anything Else
As a member of the patient participation group i am pleased to be able to have a little bit of an opportunity to play my part on behalf of the practice and its future success.
- I am always able to get through to the practice by telephone
- I am always able to get an appointment when i want one
- I am always treated with dignity and respect by staff
- The GP Practice always involves me in decisions about my care and treatment
- The GP practice provides accurate and up to date information on services and opening hours
The Practice Replied Comment added 16th December 2011
Your comments are extremely valuable and we thank you for taking the time to submit them.
It can sometimes be daunting when visiting the GP surgery and many patients across the country may leave consultations feeling confused by the advice given and are not sure where to turn next. Our clinicians are encouraged to ensure that time is spent to fully explain advice to patients and that the patient always leave the consultation knowing exactly what they should do and what to expect. This doesn’t stop at the consultation and the referral system can sometimes be confusing to patients, hence the need to explain fully where the patient is going, who to see, why and when.
The patient participation group has been setup to enable our patients to get involved with the practice and have a say in how it runs and the services offered. We are in the early days of the group but we hope to continue to involve patients into the new year to ensure that our services are tailored towards our patients. After all it’s the patient’s practice, not ours!
Thanks again for your comments which have been passed onto the team.
Kind Regards
Warren Tuite
Practice Manager
An excellent service provided Comment added 15th December 2011
What I like
I am replying on behalf of my elderly severely disabled mother who is a patient at this practice.
As a main carer i have found this GP practice so easy to liaise with. The staff are always very friendly, understanding and helpful. Mum and i are confident that she receives the best possible care with regular home visits by nurses to monitor her wellbeing and medication reviews.
On the rare occasion i have asked a doctor to visit mum she has been treated with dignity and respect by a doctor employed at the practice.
I recently forgot to order an item on mum's repeat prescription and the receptionist, and mum's GP went out of their way to ensure the item was delivered by a local chemist that day. It was my own fault and i was unable to collect the prescription so i was more than grateful.
We feel very lucky to have such a good GP practice in our area with a very approachable group of staff.
What Could Be Improved
Nothing, we felt the staff went beyond the call of duty.
- I am always able to get through to the practice by telephone
- I am always able to get an appointment when i want one
- I am always treated with dignity and respect by staff
- The GP Practice always involves me in decisions about my care and treatment
- The GP practice provides accurate and up to date information on services and opening hours
The Practice Replied Comment added 15th December 2011
Thank you for your comments which are gratefully received.
It is extremely important to us that we are made aware of relatives and carers who help with some of our elderly patients. This enables us to create a good relationship with them to enhance the level of care we can provide to these patients.
We understand that patients lead busy lives and sometimes forget to order their medication but this is not a problem as we are always able to issue same day prescriptions in this case.
Thanks again and I have passed your comments onto the team.
Warren Tuite
Practice Manager
Always leave feeling that i have been listened to & received a good service Comment added 27th October 2011
What I like
Every time I visit the surgery the staff from the Receptionist, Practice Manager, Nurse and Doctors has been exemplary. The reception area is handled in a polite and professional manner by the Receptionist or Practice Manager in her absence. The Locum I saw on my visit was again polite professional explained in detail the options available to me and I felt as I always do when I visit the surgery that they had time for me.
What Could Be Improved
The carpark isn't the best as its on wasteground however this is currently being improved . Sometimes you have to wait a little for your appointment but on the flip side, I know that this is because patients are being given the necessary time they need when seeing the Doctor.
Anything Else?
Thanks to the doctors and staff excellent surgery
- I am usually able to get through to the practice by telephone
- I am usually able to get an appointment when i want one
- I am always treated with dignity and respect by the staff
- The GP always involves me in decisions about my care and treatment
- This GP practice provides accurate & up to date information on services & opening hours
The Practice Replied Comment added 27th October 2011
Many thanks for your comments which have been passed on to all members of the team.
We are a small but efficient team who strive to ensure our patients are at the heart of what we do and that their experience when coming to the practice is as good as it can be. As a practice we were using a number of locum doctors whilst we sourced our new GP who joined us at the start of October, Dr Danielle Peet. When employing locums we always try to use the same person to ensure they understand how the practice works and also the needs of our patients.
The car park isn’t ideal and unfortunately there have been unavoidable delays in getting it improved due to issues with the council over ownership of the land. I am happy to report that works to improve it are commencing tomorrow which should help ease the situation of parking access to the surgery.
Once again many thanks for taking the time to log your comment.
Regards
Warren Tuite
Practice Manager
A fantastic surgery which i would unhesitatingly recommend to anyone Comment added 13th October 2011
What I like
I transferred to this surgery 3 years ago when I moved to the area and it was recommended by a work colleague in preference to another surgery slightly closer by. It's by far and away the best GP surgery I've ever been registered with and I have wholeheartedly recommended it to others. I have a long-term condition which has never been properly managed until I registered here, but now I have it under control with the support of my GP and the specialists I've finally been referred to. Everything about the surgery is up-to-date, from the brilliant website and email contact options to the really useful text reminders to make sure you don't miss pre-booked appointments. Yet, in many ways, it's more like the local doctor's surgery of my childhood than any other I've been in for 20+ years. I see the same GP every time and they are aware of and genuinely interested in my history, my progress and how I'm currently feeling. They take the time to discuss my concerns and my options and I feel fully involved and supported in all decisions. They are up-to-date with best practice and current treatment guidelines, which I have to say has unfortunately not always been my experience with previous GPs. I have never had a problem getting a same day appointment when genuinely necessary, but also appreciate being able to book appointments well in advance. The front-of-house staff are lovely and helpful, and I have never felt that I am being interrogated when I want to see a doctor, which has occasionally been a concern elsewhere. The variety of contact options make life easy and the opening hours are excellent. This is a fantastic surgery and I'm delighted that I registered here.
What Could Be Improved
It's in a (long-term!) temporary building and, as previously mentioned by other patients, the carpark is a bit of a disaster. But I hope potential patients aren't put off by outside appearances, because the care inside is fantastic and the facilities are more than adequate. Just watch your suspension!
- I am always able to get through to the practice by telephone
- I am usually able to get an appointment when i want one
- I am always treated with dignity and respect by the staff
- The GP always involves me in decisions about my care and treatment
- This GP practice provides accurate & up to date information on services & opening hours
The Practice Replied Comment added 17th October 2011
We are pleased to hear that you are extremely happy with our service provided and would like to thank you for taking the time to log a comment on our NHS Choices page.
Our website is used by scores of patients every month as they do find it useful to obtain information about the practice and the services we offer and we try to keep it updated with the latest information so that patients can get the full benefits of visiting the site. Our doctors try to take as much time as needed with consultations, which can sometimes prove difficult in a 10 minute slot, this can sometimes lead to our doctors running behind but we find that the majority of our patients welcome the extra time spent and this has been made clear in other comments received.
Our front of house staff are constantly trained and updated to ensure that the best customer service is always provided and as a team we find it very strange that patients should be interrogated by support staff at other practices. We are also happy to announce that our receptionist Gemma Roberts won the RCGP North West Receptionist Of The Year Award for the 2nd year running following our other receptionist, Hannah Currens' award last year. We feel that this is a great achievement and a good recognition of the service our support team provide.
The situation with our building is not ideal, we have had quite a number of knock backs with regards to our new build but one thing for sure is that it is happening and we are hoping to provide patients with some updates on this in the near future. Our current building is serving us well, however we agree that the car parking isn't ideal and would like to reiterate that patients can park across the road if required.
Once again thank you for your valued feedback which has been passed on to all members of the team.
Regards
Warren Tuite
Practice Manager
Outstanding Staff Comment added 19th September 2011
What I like
What's not to like. The staff are friendly and helpful and more importantly the doctors are human! I have been registered at a few other surgeries where the doctors talk down to you but not here they explain everything in detail so you can make an informed decision on your health.
What Could Be Improved
The car park or lack of it
Anything Else To Add?
I wanted to thank all the staff and say goodbye as unfortunately I am moving down south. I would like to thank one of the reception, who helped me recently with a referral and who directed me to this website to help me find a new surgery in Portsmouth and who gave me a printed sheet of my medication to hand to my new surgery. The care I have been shown and given has been outstanding and I think the surgery should move to Portsmouth with me.
- I am usually able to get through to the practice by telephone
- I am always able to get an appointment when i want one
- I am always treated with dignity and respect by the staff
- The GP always involves me in decisions about my care and treatment
- This GP practice provides accurate & up to date information on services & opening hours
The Practice Replied Comment added 21st September 2011
Thank you for taking the time to log your comments.
We are glad to hear that as a patient you feel that you are able to make informed decisions. Often patients are told by practices what they must do and there isn't a great deal of choice. We try to ensure that patients leave the practice understanding what the doctor has told them and what the next steps are, therefore allowing them to be involved in the decisions made about their health care.
We understand that the situation with our car park is far from ideal, unfortunately red tape has made it very difficult to make any head way with improvements to the car park but we are hoping to have this improved shortly. In the meantime we would like to ensure patients are aware that if they are not happy to park on our car park, or can't park there is an alternative car park just across the street from the surgery or space on the main street.
As a practice we are sorry to see our patients move out of the area but are always happy to help find an alternative GP practice near your new home. It is lovely to hear that one of our receptionists has taken the time to help you with this and your comments will be passed on to that team member. We would like to wish you all the best of health in Portsmouth but unfortunately won't be able to come with you!
Wishing you the best of health for the future.
Warren Tuite
Practice Manager
First class healthcare from a truly professional and dedicated team. Comment added 17th September 2011
What I like
The doctor made me feel at ease and confident to talk openly about my health concerns. I was not rushed in any way and my opinion was both respected and acknowledged. Treatment was explained thoroughly, ensuring full understanding.
What Could Be Improved
Nothing
Anything Else To Add?
The doctors and practice manager head an 'Entire Team' of healthcare professionals, sincerely dedicated to patient welfare.
It is this sincerity which sets this practice above others.
From first contact through to consultation and treatments patients are equally respected, listened to and treated with sensitivity and confidentiality. It is clear that the core value of this practice is to deliver first class healthcare to all patients.
Sincere thanks
Glynis Kenworthy
- I am always able to get through to the practice by telephone
- I am usually able to get an appointment when i want one
- I am always treated with dignity and respect by the staff
- The GP always involves me in decisions about my care and treatment
- This GP practice provides accurate & up to date information on services & opening hours
The Practice Replied Comment added 19th September 2011
A huge thank you for your recent comments.
As a practice we try to ensure that patients gain a good experience of the service at all times. Patients have enough to worry about when coming to the surgery and we hope that our customer focused approach helps to ease their concerns. Funding and time constraints within the NHS sometimes make services extremely difficult to deliver but we will always strive to ensure that first class healthcare is delivered to our patients regardless of issues such as these.
Your comments have been forwarded to the team and are extremely valuable.
Kind Regards
Warren Tuite
Practice Manager
Superb 10/10 Comment added 8th September 2011
What I like
Excellent practice, i would recommend to anyone 10/10
- I am always able to get through to the practice by telephone
- I am usually able to get an appointment when i want one
- I am always treated with dignity and respect by the staff
- The GP always involves me in decisions about my care and treatment
- This GP practice provides accurate & up to date information on services & opening hours
The Practice Replied Comment added 9th September 2011
Thank you for your comment which has been passed on to all the team. We are extremely pleased to hear that you are very happy with our service.
Kind Regards
Warren Tuite
Practice Manager
One word will do, wonderful! Comment added 19th August 2011
What I like
From joining the practice, (and I must say on recommendation from quiet a lot of people around the area). I have found from the first meeting of the manager, and the reception lstaff, and the practice Nurse, to the doctors, most welcoming.
I have a few on going health problems. Which I feel now are being managed better, than they have been managed for years, and consequently, I am feeling better in my health , in spite of the problems, than I have for quiet a long time.
You are greeted with a smile as soon as you go in the reception, which helps to make one feel good for a start.
I had a problem with my eye, after being involved with someone reversing into my car, I just phoned the reception to seek advice,it was the practice manager who answered, and the same day after seeing the doctor, I had an appointment with the eye specialist.
That is how special all the people are at this practice. They care about there patients
- I am always able to get through to the practice by telephone
- I am always able to get an appointment when i want one
- I am always treated with dignity and respect by the staff
- The GP always involves me in decisions about my care and treatment
- This GP practice provides accurate & up to date information on services & opening hours
The Practice Replied Comment added 22nd August 2011
Many thanks for your comments.
Improving the way people feel is ultimately why we are here, from both a clinical and patient experience point of view, and we are extremely proud to hear that we seem to be getting it right! Sometimes we are very busy on reception which means that our calls are then filtered through to other members of the team to answer, including the doctors. This ensures that patients can access our practice as efficiently as possible and whoever answers should be able to help with their query, we feel that we differ to other practices in this regard.
The care of our patients is our priority coupled with a warm, efficient, friendly experience at all times whether it be on the phone or at the desk.
Once again thank you for taking the time to submit your comments.
Regards
Warren Tuite
Practice Manager
Great staff, friendly practice, excellent care received, 10 out of 10 Comment added 29th July 2011
What I like
Restored my faith - excellent GP practice recently transferred to this practice and very impressed from initial phone call to consultation. Excellent practice, brilliant website and great staff.
Thank you
What Could Be Improved?
Nothing could have improved it, they over exceeded expectations.
Anything Else To Add?
Would recommend to all
- I am always able to get through to the practice by telephone
- I am always able to get an appointment when i want one
- I am always treated with dignity and respect by the staff
- The GP always involves me in decisions about my care and treatment
- This GP practice provides accurate & up to date information on services & opening hours
The Practice Replied Comment added 22nd August 2011
We really appreciate your comment, thank you for taking the time to log.
It's good to hear that you are impressed with our service offered from your initial registration. Our website does take a lot of time and effort to update and it is excellent to hear that patients are finding this beneficial.
As a practice in an ever decreasing NHS budget, it is imperative that we continue to grow and be able to offer the services that our patients want and when they want them. Positive recommendations from patients across the borough will help ensure this happens.
Once again thank you and i will ensure to pass your comments on to all the team.
Kind Regards
Warren Tuite
Practice Manager
A first rate practice staffed by professional, caring people Comment added 19th July 2011
What I like
I was registered with another Middleton practice for 40 years but had become disillusioned with it. It was very difficult to get an appointment as they were only released on Tuesday and Thursday mornings. Phoning up at 8.30 on a Tuesday morning and constantly re-dialling for half an hour or more trying to get through, only to be told that all the appointments had gone and to try again on Thursday was certainly not good for the blood pressure. Receptionists and secretaries were often brusque, giving the impression that you were an irritant and they had better things to do than talk to a patient.
Consultations with some of the doctors felt rushed, and mistakes were made with medications because patient notes had not been looked at properly. Problems were also caused by letters from consultants not being acted on for several weeks.
Having decided to change doctors, I looked on the NHS Choices website in April and sent an email to this practice enquiring about becoming a patient. Within 10 minutes I received a reply, answering my questions and telling me how to register. I did this by filling in the form online. This was a very simple and easy procedure.
Since then I have seen two different doctors and two nurses, and I have been very impressed with the way I have been dealt with. The medical problems I have, and the options for treatment, were clearly explained for the first time. The consultations have never felt rushed.
Enquiries made with the receptionist have always been dealt with promptly and efficiently. It is good to be able to email as well as telephone to make appointments and arrange for repeat prescriptions.
- I am always able to get through to the practice by telephone
- I am always able to get an appointment when i want one
- I am always treated with dignity and respect by the staff
- The GP always involves me in decisions about my care and treatment
- This GP practice provides accurate & up to date information on services & opening hours
The Practice Replied Comment added 19th July 2011
Sincere thanks for your comment.
We offer pre-bookable appointments up to 3 months in advance and we always aim to offer the next soonest appointment within 48 working hours. We do have a number of appointments reserved for on the day urgent cases where the patient feels that they cannot wait. We feel this works well for our patients and constantly run checks to ensure that we have enough appointments available.
The doctors try to spend time with our patients to ensure that they are feeling listened to and equally the staff always try to be helpful regardless of the query. We recognize that for some patients, contact with the practice is difficult due to working hours or family commitments which is why we offer the facility to be able to email. It also reduces the demand on our phone lines to ensure that patients who need urgent attention can always get through.
Once again thank you for your comments, which have been past to the team and are much appreciated.
Kind Regards
Warren Tuite
Practice Manager
absolutely brilliant patient care and attention Comment added 15th July 2011
What I like
Basically I joined the practice as I was sick and tired of not being able to even get thru let alone make an appointment at the surgery where I had been a patient since the year I was born -
I telephoned through to the new practice asked if I could join as a new patient - I was told yes - could I have an appointment - yes that day no problem I filled the new patient form in on line - I was sent the link or I could have filled the form in when I attended for an appointment that day.
I attended my appointment and the nature of my complaint made it necessary for an urgent referral to a consultant - this was done - the same evening! I was therefore waiting upon my hospital appointment at which point I decided to go through my private health scheme at work but I needed letters of referral urgently which were provided to me immediately at my request.
This meant that I could get the necessary appointment and the consultation which I needed urgently. It was a very difficult and challenging time but the turnaround in which I was seen thanks to help from the surgery was brilliant. I can't help but think it would have probably been a further week before I got my initial appointment at my old surgery and in previous experience I don't think any referral letters would have been as immediately forthcoming as they were at the new practice.
I can only heap praise on the reception staff and the doctors, it was so uplifting to be treated so well and in the light of this would not hesitate to recommend the practice and it's staff to anyone.
If only all surgeries were brilliant like this!
- I am always able to get through to the practice by telephone
- I am always able to get an appointment when i want one
- I am always treated with dignity and respect by the staff
- The GP always involves me in decisions about my care and treatment
- This GP practice provides accurate & up to date information on services & opening hours
The Practice Replied Comment added 15th July 2011
We really appreciate your comments, thank you for taking the time to submit them.
It is really good to know that your experiences as a new patient with all members of the team have been happy ones. In all instances the front line staff need to ensure that professionalism and politeness is maintained at all times as the impression that the practice gives as a whole is dependant on these staff in the majority of cases. We are glad to hear that their efforts are being recognised.
We do our best to keep our website constantly up to date as we feel that some patients would prefer to use this as a quick reference tool before phoning the surgery where an immediate response to their query is not always possible. We also want to encourage patients to let us know if there are items which they would like adding or changing on the website hence the ability to feedback to us directly from the website.
Once again thank you for taking the time to submit your comments.
Kind Regards
Warren Tuite
Practice Manager
Small surgery but run by people who really care, definately recommend Comment added 11th April 2011
What I like
I have only been with this surgery for a matter of weeks after having been with another Middleton surgery for over 20 years and i can honestly say that it was the best thing I have done with regards to my healthcare. I have met the Doctors and the Nurse now who have been caring, polite and respectful to my needs as there has been a lot to discuss and catch up on! But my immediate thoughts and praise are with the staff - they are your first line of contact and make the first impression. And i cannot be more pleased with the impression that they have made upon me.
It was a big decision to leave my existing surgery as I had a lot of history there and had a great relationship with one particular Doctor whom i will miss......however, getting to the Doctor was the hard thing and the manner which one has been spoken to on occasions left me upset and somewhat angry on several occasions. So i made a big decision and upon the recommendaion of my mum and brother who have been with this surgery from the day it moved to Boarshaw Road, and I made the change. And it has been great. The staff have been so approachable and polite - you can communicate via email which is a bonus - the surgery has its own website which offers loads of advice and links to services and the surgery hours are suited to cater for everybody, but I still go back to the front line people.......the staff - well done to you all and thank you, you are like a breath of fresh air!
- I am always able to get through to the practice by telephone
- I am always able to get an appointment when i want one
- I am always treated with dignity and respect by the staff
- The GP always involves me in decisions about my care and treatment
- This GP practice provides accurate & up to date information on services & opening hours
The Practice Replied Comment added 12th April 2011
We really appreciate your comments, thank you for taking the time to submit them.
It is really good to know that your experiences as a new patient with all members of the team have been happy ones. In all instances the front line staff need to ensure that professionalism and politeness is maintained at all times as the impression that the practice gives as a whole is dependant on these staff in the majority of cases. We are glad to hear that their efforts are being recognised.
We do our best to keep our website constantly up to date as we feel that some patients would prefer to use this as a quick reference tool before phoning the surgery where an immediate response to their query is not always possible. We also want to encourage patients to let us know if there are items which they would like adding or changing on the website hence the ability to feedback to us directly from the website.
Once again thank you for taking the time to submit your comments.
Kind Regards
Warren Tuite
Practice Manager
If I Was Asked To Write A Motto For Them It Would Be 'We Have Time To Listen' Comment added 22nd March 2011
What I like
My family and i have recently moved to this doctors surgery. I have had two appointments, one with each of the doctors in the practice. I came out feeling cared for and listened to. I was made to feel welcomed and not rushed. On these two visits i have been able to explain my needs and the doctors gave me the confidence to fully explain my concerns. The outcome being my medical and emotional needs being met.
The past experience of an invisible timer in the doctors room which made me feel i had to blurt out why i was there before an alarm sounded for next patient was removed by the compassion and understanding given by the doctors.
Moving to this practice has given me confidence again in the NHS.
What Could Be Improved
The car park, which is a working progress.
Anything Else To Add?
The support staff are friendly and took time in booking my appointments giving me options for the appointment. The text reminder service for the appointment book is great. As a busy working mum, having the prompt for the appointment made me feel like some one was looking after me.
- I am always able to get through to the practice by telephone
- I am usually able to get an appointment when i want one
- I am always treated with dignity and respect by the staff
- The GP always involves me in decisions about my care and treatment
- This GP practice provides accurate & up to date information on services & opening hours
The Practice Replied Comment added 22nd March 2011
We are pleased to receive your comment and would like to thank you for taking the time to submit this.
Our doctors try to take their time with patients during their consultation to ensure that all the patient’s points are listened to and dealt with ensuring that the patient leaves satisfied. We feel that this is a particular niche of our service to patients and place particular emphasis on maintaining and improving this and other aspects of patient experience. One example of this is that we refuse to have an electronic call in system at the practice as our GP’s feel it is more personable and relaxed for them to come into the waiting room and ask to see the patient and this is something we are hoping to maintain in our new build.
We agree that the car park does need improving and we are currently looking at ways to improve this, whilst ensuring that we are not in the same situation again in the future. There have also been some delays around the improvements due to issues surrounding land ownership with the council but we are working to resolve this.
Once again it is good to hear that our support staff continue to be congratulated on their efforts, they are all made aware of these comments and strive to ensure this high level of service is consistently maintained. We are still trying to publicize our text messaging system as this is proving to be a great asset to our patients including the ability to text us back queries, cancellations, bookings and even prescription orders.
Once again thank you for taking the time to submit these comments.
Regards
Warren Tuite
Practice Manager
Access To My GP When I Need It Comment added 14th March 2011
What I like
The counter staff are very professional and have always helped me with any problems i have had. Booking an ambulance was getting very difficult, but the staff removed my fears, and took care of all my requests. My GP always makes me feel confident, and reassures me with the difficulties i have experienced.
- I am usually able to get through to the practice by telephone
- I am always treated with dignity and respect by the staff
- The GP usually involves me in decisions about my care and treatment
- This GP practice provides accurate & up to date information on services & opening hours
The Practice Replied Comment added 14th March 2011
Thank you for your feedback.
It is good to know that patients are receiving a positive experience when dealing with our support team. We recognise that excellent patient experience is important and forms a huge part of the overall consultation with the doctor. Our support staff will always help patients where they can and they will be pleased to know that their efforts continue to be recognised. Your feelings of reassurance and confidence when visiting the practice are in line with our ethos and we hope that we can continue to maintain this.
Once again thank you for your valued comment which will be passed on to the team.
Warren Tuite
Practice Manager
Confident Of Support I'm No Longer Apprehensive About My Health. Thank You. Comment added 10th November 2010
What I like
If first impressions last longest then this practice will be a big benefit to the community. From reception, through administration to the medical staff it was 'just what the patient ordered!'
- I am always able to get through to the practice by telephone
- I am always able to get an appointment when i want one
- I am always treated with dignity and respect by the staff
- The GP always involves me in decisions about my care and treatment
- This GP practice provides accurate & up to date information on services & opening hours
The Practice Replied Comment added 10th November 2010
Many thanks for your comments!
We are extremely pleased that your 'first impression' of us was obviously a good one and we are confident that we will continue to offer you the same level of care into the future.
Our main aim is to ensure that patients feel that their health is being supported to the best of our ability and that apprehension is kept to a minimum. We can only do this by ensuring that the whole practice team works towards a shared ethos and commitment to our patients and we are glad to hear that you received a high standard of care and support from, not just one, but all parts of the team.
Thank you once again for your valued feedback.
Warren Tuite
Practice Manager
Unique Surgery! Comment added 9th September 2010
What I like
Website has all the information you could possibly need.
Friendy, welcoming staff!
Variety of ways to contact including email and text makes life much easier, especially when you are busy or in work.
The online booking/prescription system etc is a fantastic idea and the opportunity of being able to email your own doctor with queries is something i have never seen before and certainly makes the surgery unique.
Beats the other surgeries in Middleton hands down.
- I am always able to get through to the practice by telephone
- I am always able to get an appointment when i want one
- I am always treated with dignity and respect by the staff
- The GP always involves me in decisions about my care and treatment
- This GP practice provides accurate & up to date information on services & opening hours
The Practice Replied Comment added 9th September 2010
Many thanks for your welcomed comments.
We work extremely hard to ensure our website is kept up to date as possible with latest news being updated monthly and we have recently launched a link to our quarterly newsletters which promote further information to our patients.
We have certainly had a lot of patients using our text messaging service since it was launched and many patients are now enjoying the benefits of being able to text a simple prescription/appointment request and query whilst they are on the move. Sometimes patients feel that their queries are simple to answer and a quick email may suffice and we are committed to ensuring this system works by always providing a response within 24 hours.
We are pleased that our surgery is seen as 'unique' and will continue to try and push the boundaries to ensure the service to our new and existing patients is constantly reviewed and improved.
Thank you for your feedback.
Warren Tuite
Practice Manager
An enlightened, forward thinking surgery
Comment added 9th August 2010
What I like
- internet access to make appointments, request repeat prescriptions etc
- ability to plan non-urgent appointments in advance and to be able to book online
- since registering with the surgery I have been able to resolve minor
- health complaints that had not been addressed previously
- open discussions with the doctors and prompt action where referrals are needed
- treated with respect by all surgery staff
- a relaxed environment and a pleasant waiting room area
- I am always able to get through to the practice by telephone
- I am always able to get an appointment when i want one
- I am always treated with dignity and respect by the staff
- The GP always involves me in decisions about my care and treatment
- This GP practice provides accurate & up to date information on services & opening hours
Anything else to add?
Please keep doing what you're doing!
The Practice Replied Comment added 9th August 2010
Thank you for your comments.
We recognise that our patients do not always have the time to contact the surgery via telephone to book their appointments and therefore we are pleased to hear that the online systems are proving beneficial to our patients. It can also be the case that patients wish to book their appointments in advance due to other commitments and we will always aim to offer you an appointment with a GP or Nurse months in advance if this is required, or on the day if considered urgent. If you leave us your mobile phone number we can also send you a text message to remind you 2 days before!
Your health complaints are important to us no matter how minor and we will always aim to give you as much time as required whether this be face to face, over the telephone or via our new online messaging system.
We are also pleased to hear that you are always treated with respect by our staff as we place a large emphasis on ensuring that when a patient visits the practice you feel at ease as much as possible in a relaxed, friendly but professional environment. This is also something we are aiming to ensure continues in our new building.
Once again thank you for your comments.
Warren Tuite
Practice Manager
Caring & helpful....just like a GP's practice should be Comment added 28 July 2010
What I like
I have just registered as a patient at this practice. I telephoned the surgery to enquire about registering where I spoke to such a frienly and helpful member of staff who andswered all my queries and guided me to the website and to the correct section to complete the forms. I was also informed about opening hours and the GPs at the surgery and when I could get in to see the doctor.
- I am always able to get through to the practice by telephone
- I am always treated with dignity and respect by the staff
- This GP practice provides accurate & up to date information on services & opening hours
What could be improved
Nothing, I was very impressed with the service I received and it cemented my decision to move to this surgery.
Anything else to add?
I am looking forward to being a patient at this practice and would like to thank admin for making it a pleasurable experience.
The Practice Replied Comment added 30th July 2010
Once again i am very glad to hear that your 1st contact with us has been an impressive one!
We are a small 'happy' team who have been trained to ensure that a postive patient experience plus efficiency is maximised at all times when the patient joins our practice and continues for the term of their health. We believe that the key to a professional and helpful practice is a positive patient experience and hopefully this is portrayed in the work we do.
We are aware that many of our patients are perhaps not up to date on our opening times and the different ways the service can be accessed. We therefore ensure to provide this information to our new and existing patients by providing a patient leaflet or for patients with internet access, directing them to look at our website regularly as this is updated at least monthly. Patients can also benefit from a variety of '24/7' services such as:
- Online appointment booking
- Online prescription ordering
- Online secure messaging to a GP
Thank you once again for your valued feedback.
The Support Team
Vicky Buckland, Hannah Curren & Gemma Roberts.
Changing to this practice - excellent service Comment added 12 March 2010
What I like
I rang up to ask about registering. The person I spoke to was very helpful and promised to e-mail a registration form to me.
The practice manager e-mailed the form to me within a couple of hours, offering to arrange a first appointment. I completed the form and sent it back about 21:00, and received a reply by 09:00 the next day offering me an appointment within 3 days.
I couldn't have asked for better service, an excellent start.
What could be improved
I can't think of anything that could have been done better.
Anything else to add?
This was the second practice I contacted after moving to the area.
The first had disinterested, unhelpful and obstructive staff and were unable to offer an initial appointment with a practice nurse for SEVEN weeks, with a further TWO weeks wait after that before I could see a doctor. Hopeless.
This practice has so far set a fine example that others could do well to follow.
The Practice Replied Comment added 17th March 2010
I am extremely glad to hear that your first contact with us was seemingly a happy one!
We are always striving to improve accessibility of practice services to our new and existing patients with the recent introduction of email both to and from the practice. Patients can email us to register with the surgery (as this patient did), order a repeat prescription, send a medical query, request an appointment or submit any other questions or information at drstocktonandthompson@nhs.net. We always aim to reply on the same day.
Patients leaving their mobile number with us are also sent a text message reminding them of their appointment 2 days before their visit, we find that the majority of our patients find this a valuable service and recent study's have shown the system to have helped reduce the number of patients missing their appointments, therefore ensuring that we can aim to give patients an appointment within 48hours and pre booking up to 4 months in advance.
We are hoping to offer further services in the future such as online appointment booking.
Thank you again for your valuable feedback.
Warren Tuite
Practice Manager
Excellent Comment added 25 February 2010
What I like
May I say since the new doctors have taken over the clough road practice, I have found them very pleasant and understanding, I was told by my previous doctor and hospital surgeon that nothing could be done for my condition.
The doctor listened and gave me a full check over, used all his recourses and vast knowledge to put me in contact with right persons, this has know given me much better quality of life, this doctor takes time to explain in full about any medical problems (too many to list) he takes a genuine interest not rushed in and out.
- I am always able to get through to the practice by telephone
- I am usually able to get an appointment when i want one
- I am always treated with dignity and respect by the staff
- This GP practice always involves me in decisions about my care & treatment
The Practice Replied Comment added 1st March 2010
Thank you for your comment! Since I and Dr Thompson took over the practice we have tried very hard to ensure that every patient is listened to and treated equally and with respect. We have put new systems in place to ensure that patients receive a high standard of care in a professional surrounding and feel comfortable when attending for their consultations.
Aiming to improve the health of our community is our main ethos, otherwise why are we here? We insist on a high level of customer service from our staff to ensure that patients are treated professionally both in and out of the consultation room and it is nice to hear that our efforts are paying off.
Once again thank you for your comment.
Dr Glyn Stockton
Friendly, helpful, caring staff at all times Comment added 22nd December 2009
What I like
My elderly disabled mother is a patient at this practice and as main carer the staff have made my role much easier. the reception staff are pleasant, friendly and helpful.
The GP has arranged a home visit for a prescription review and nurses do home visits for blood test monitoring.
Another close relative also speaks highly of the service offered and said the GP was very approachable and easy to chat to.He used to avoid the GP like the plague until he transferred to this practice.
- I am always able to get through to the practice by telephone
- I am always able to get an appointment when i want one
- I am always treated with dignity and respect by the staff
- This GP practice always involves me in decisions about my care & treatment
What could be improved
A letter box for out-of-hours deliveries but this building is temporary.
The Practice Replied Comment added 22nd December 2009
As a practice we have strived to ensure that the care of all our patients is always our highest concern. We place a large emphasis on ensuring that those patients who are housebound or find it difficult to get to the surgery are not forgotten and the practice has systems in place to enable this.
In line with our commitment of service improvement to our patients, the surgery will be building a new state of the art practice premises at our current location on Clough Street, Off Boarshaw Road in Middleton which will improve the above recommendation. We are sure that this will be a new and exciting year to come!
Thank you again for your valuable feedback.
Warren Tuite
Practice Manager
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