This website uses cookies to function correctly.
You may delete cookies at any time but doing so may result in some parts of the site not working correctly.
 

Noticeboard


August 2017

Our August 2017 newsletter is now hot off the press and ready for perusal! We constantly strive to improve communication with our patients and this newsletter is one of four per calendar year which will be distributed on a quarterly basis, via email; on our website (www.drstocktonandthompson.co.uk); and at the reception desk. We hope you find the information contained useful and we appreciate any comments or feedback.

The newsletter is distributed by email to all patient's whom we have a valid email address for - if you haven't received an email, please contact the surgery to check and/or update your contact details.

Best wishes

The Surgery Team

 

What Our Patients Say

Here are a selection of patient comments left on the NHS Choices website

 

  I_would_recommend_it

  Pleasant experience Comment added November 2014

My mother and I have used this practice from the very start. We have never had any grumbles about any aspect of the services provided. The receptionists are all very courteous and go out of their way to try and find appointments that suit us. The practice nurse is brilliant and explains in detail any answers to questions asked. 
All the doctors are very good and make plenty of time to thoroughly talk through any problems and always give comprehensive examinations.

For anyone looking to join this practice I would say do so now as I cannot praise it enough.

The Practice Replied Comment added November 2014  

 

 


 

I_would_recommend_it

    Renewed Faith In GP's   Comment added September 2014

After losing faith in GPs from my previous practice and through professional experience, this practice has renewed my faith and all staff here really are amazing in their role - from receptionist to GP.

My doctor is outstanding. They treat patients with dignity, respect and as individuals. The doctor has supported both my young daughters and myself through a very difficult time and they are a real credit to their profession.

My extended family have also now joined and give positive feedback about all the GPs here.

The reception staff are also lovely, helpful and professional. They are different to your usual GP receptionist!

The Practice Replied Comment added September 2014  

Many thanks for your comments!

We are delighted to hear that you are so pleased with the level of service that we provide and the staff who provide it. We are also pleased to hear that your extended family have also chosen to join our practice.

We take a great deal of effort in ensuring that the service we give to our patients from both reception and GP's is always of the highest standard and we always treat every patient as we ourselves would like to be treated. Customer service is extremely important to us even when faced with upset and anxious patients due to their various health issues. I am delighted to hear that this is paying off.

Many thanks again for taking the time to post your comments and we really appreciate the feedback.

Regards

Warren Tuite
Practice Manager


I_would_recommend_it

    Request for GP support with academic appeal for my son   Comment added September 2014

I telephoned the surgery to request a written report from a GP as evidence for my son's academic appeal to Salford University. My son has been experiencing mental health issues in recent years which we believe impacted on his academic performance last year. 

The practice manager was extremely helpful, and said they would liaise with the relevant GP and get back to me, which was done later that day. My son and his mother went into the surgery to pay the required fee as advised and were given a letter from the GP that day.

We felt this was a very efficient service and my son was very pleased with the outcome.

In addition, my son felt that at his previous appointment with the doctor, that the doctor was very helpful, listening to his concerns and giving appropriate advice. This was his first appointment at the surgery as he had recently moved in to the area and his experience was a very positive one. 

From my perspective, I felt that the surgery treated me appropriately as a concerned parent. I fully understand issues of confidentiality in respect of my adult son (and was not seeking any confidential information) but was not made to feel that this issue was none of my business as has sometimes been my experience in the past.

The Practice Replied Comment added September 2014  

 

 

 

 

Thank you for your comments which are most welcomed and have been passed to the relevant members of staff.

It is great to hear that despite forms such as this being private work and therefore not able to take priority over NHS work, we still managed to get this turned around quickly to help the situation with your son.  We have recently put new systems in place to help ensure that these forms are completed in a timely manner whilst still ensuring our NHS obligations are upheld and it is great to hear that these systems are working well.

Whilst we do always ensure that we adhere to patient confidentiality, there are times where we need to take a sensible approach around the guidance and we have various protocols and staff training in place to aid these decisions.  This enables us to ensure that our patients are able to be helped as much as possible whilst maintaining patient confidentiality at all times.  I am glad to see that this worked well for you and your family.  A concern about a relative is always important and we will always try to help wherever possible.

Once again thank you for your kind comments.

Regards

Warren Tuite

Practice Manager



I_would_recommend_it

    Thank you dr   Comment added July 2014

After much persuasion from my partner I transferred to the practice. I didn't feel I needed to transfer as I couldn't remember the last time I needed to see a doctor. Not long after registering at this surgery I became ill. After initial anxiety about attending the surgery to see a doctor I cannot give enough praise to the doctors; especially one in particular and the support team who immediately made me feel at ease. The amount of respect and compassion which is shown is huge and I cannot thank them enough for the help and support I have received as a patient at this surgery.

The Practice Replied Comment added July 2014  

 

 

 

 

Thank you for your welcomed comments which have been passed onto the support team and the doctors.

It is good to hear that your choice to change doctors has workedout for the better and we are extremely pleased and proud to hear about thepraise you have mentioned.  We take pride in ensuring that all ourpatients, new or existing, benefit from a high level of service based on thetraining around customer service and satisfaction that we have giventhem.  We treat patients in the way we ourselves would want to be treatedat our own doctors and it is good to hear that the values that we hold arebenefiting our patients.

Once again thank you for taking the time to submit your commentswhich are always appreciated.


Best Wishes

Warren Tuite

Practice Manager


I_would_recommend_it

    Fantastic Service From An Exceptional Doctors Practice    Comment added June 2014

I have been a patient at this practice since it started and transferred in at that time from my childhood GP practice. Since day 1 of joining, I have been treated with respect, dignity and above all else understanding and compassion. The Doctors and support staff must be exceptionally busy as the practice is growing at a huge rate, but I have never been made to feel that I am rushed or unimportant to them. They are professional, competent and focused on delivering a superb service to all their patients. Technology has been embraced so that appointments can be booked online, prescriptions ordered online and reminders for appointments sent to mobiles. Absolutely fantastic for people like me who are not able to use telephones at work. 
I am so happy that I made the decision to change to this GP practice and can wholeheartedly recommend this GP practice to any one who is considering a change in GP. You will not regret it.

The Practice Replied Comment added May 2014  

 

 

 

Many thanks for your kind comments.

Yes we are continuing to grow, but with this we continue to take on more staffing hours for both doctors/nurses and support team to ensure the level of service is not hindered by our growth. With continued growth comes continued funding which enables us to ensure that resource can be allocated to other beneficial services for our patients such as the online solutions and text messaging service. We also have some exciting plans in the pipeline around online technology and we are currently in discussions with our patient participation group to ensure that its implementation is successful.

We are delighted that you are so pleased with the surgery and once again would like to thank you for taking the time to submit your welcomed comments.

Kind Regards

Dr Glyn Stockton
GP Partner


 

I_would_recommend_it

    Understanding and empathetic listeners    Comment added May 2014

My family and I have been with the surgery now since its opening. In this time i have had no complaints at all. All the GP,s are very helpful and would go out of there way to help you. I personally am disabled with Arthritis and the Gps try thier utmost to get me painfree and comfortable.

The Practice Replied Comment added May 2014  

 

 

 

Many thanks for your comments in relation to the surgery and in particular the good experience you have received from the team and specifically the GP's.

We take special pride in ensuring that we try and go that 'extra mile' with the services to our patients. Improving patient health and helping to ensure that the health of our patients is well managed is our main aim as a practice and it is great to hear that we are achieving this for you and our patients.

I will of course pass your comments on to the GP's and once again i thank you on behalf of the whole practice for taking the time to submit your comments on our NHS Choice page.

Kind Regards

Warren Tuite
Practice Manager

 

I_would_recommend_it

    Doctors   Comment added April 2014

 

This is a very good surgery and would recommend it to my family and friends .when you phone up for appointment or needed your medication the staff at the surgery are always happy to help you with what you need.

The Practice Replied Comment added April 2014  

 

 

 

Many thanks for your comments.

I am glad to hear that you would recommend our practice to family and friends due to your experience. I will of course pass your comments on to all members of the practice team.

Thank you again.

Warren Tuite
Practice Manager


 
I_would_recommend_it

    Excellent Surgery   Comment added March 2014

 

This surgery is excellent, and a breath of fresh aircompared to my previous surgery. Being able to use the online service forappointments, repeat prescriptions etc is so convenient. All the staff are veryhelpful and nothing is to much trouble, everything is so well organised. Sohappy I found this practice.

The Practice Replied Comment added March 2014  

 

 

 

Thank you for your comments.

I am glad to hear that you feel that moving to us was the rightchoice for you!  The online services are something which the practice hasbeen offering for a number of years and are currently promoting this further toour patients.  It is good to hear that patients are finding the systemconvenient and we are hopeful that this will encourage more patients to sign upand use the service.

Your comments about the staff are welcomed and will be passedon.  We put a lot of time and effort into training our staff to ensurethat their customer service skills are maintained because after all, we arehere to provide a service to the public which is professional, caring andefficient.

Once again many thanks for taking the time to submit yourcomments and they will of course be passed on to all members of the team.

Kind Regards

Warren Tuite
Practice Manager


 

I_would_recommend_it

    excellent practice across the board   Comment added January 2014


What I like
This practice is outstanding. I joined the surgery about 6 months ago and cannot fault their service or care.
I have chroniic health conditions and the transfer to this new practical ice has not been a problem at all. As and when i have needed an appointment the receptions and admin staff are a breath of fresh air: no interrogation, no sharp intake of breath, but as much help as they can possibly give. Even if appointments are filled they will try to find a cancellation slot or accommodate my preferences for a future appointment. Whether it is same day or 2 weeks hence I have not yet failed to be seen.

with clinical appointments the doctors and health care assistant I have seen have all listened and offered me choice and control in my own care. 

Have recommended the surgery to family and friends and am very glad I followed advice to joi !

The Practice Replied Comment added January 2014  

 

 

 

Thank you for your comments.

We are pleased to hear that you have found the service at the practice outstanding and in particular your dealings with our support team and clinicians. At the end of the day we are here to help as best we can within the constraints of current cuts and increased demand on services. Obviously we are not able to see every patient on the day but our cancellation list seems to be working well and we are glad to hear that your experience of this has been positive. Choice and control are important in anyone's health care and whilst we are here to make recommendations it is always your choice and we are pleased to hear that this is being respected. Thank you for the recommendation as with new patients comes additional funding to allow us to continue to improve services as we strive forward.

Kind Regards

Warren Tuite
Practice Manager




I_would_recommend_it

   Great Communication From This Surgery....:-)  Comment added November 2013


What I like
Just recently joined this practice due to lots of research on line..absolutely fantastic, within hours of registering , got email and an appointment the very next day...booked in advance for next appointment..hubby got late appt suitable for him to finish work, when I phoned that morning...superb service...was at my last practice for 30+ years! not a patch on these....well done to you all !! No rude receptionists, or next available appointment in three weeks ? ...great , should have moved years ago...thanx

The Practice Replied Comment added November 2013  

 

 

Thank you for your comments which have been passed onto the team.

We are over the moon that you are so happy with the service that we have provided and it also good to hear that our balance of advanced appointments and on the day appointments is working well, especially during our busiest time of the year. I am also pleased to hear that our late night appointments are also benefiting patients who struggle to attend surgery due to work commitments. The support staff will also be pleased to know that you feel that 'there are no rude receptionists'! 

Many thanks again for your comments.

Warren Tuite
Practice Manager

 

 

 

I_would_recommend_it

   Best Practice In Middleton  Comment added October 2013


What I like
Fantastic service, excellent staff, treat you with respect and dignity.

The Practice Replied Comment added October 2013  

 

 

Thank you for your comments which have been passed onto the team. We strive to try and be the best at what we do and it's good to hear that we are getting close! Obviously there is always room for improvement and we strive to ensure that we are constantly updating and developing our services for the benefit of our patients.

Once again thank you.

Kind Regards

Warren Tuite

Practice Manager


 

I_would_recommend_it

   Lovely Surgery!  Comment added September 2013


What I like
It is so refreshing to have your gp actually read your notes before you go in and to spend time talking to you about your problem or condition. Caring, patient and down to earth.

The Practice Replied Comment added September 2013  

 

Many thanks for your kind comments.

Our patients feel very positive about their consultations with the clinicians and don't mind waiting that little bit longer for their appointment to start due to the time taken during their consultation. It is extremely important to us that our patients leave their consultations feeling that the clinician has listened to them and explained any advice or treatment fully. This also helps to ensure that the patient does not need to re-book a further appointment and helps to prevent wastage.

I will pass on your comments to the team.

Thank you for taking the time to log them.

Warren Tuite

Practice Manager


I_would_recommend_it

   Nothing But Praise...!  Comment added July 2013


What I like
Before I registered here i'd been with the same Dr since i'd been born (i'm 47yrs now) I stayed with my previous Dr as my mum was also a patient, they had diagnosed me with arthritis and every month gave me a repeat prescription only seeing me when I asked for an appointment, Then when my mum passed away I registered here and wow what a fantastic Dr they are.. From phoning or walking into the surgery all the receptionist are very polite and helpful whether I need an emergency appointment or I've forgotten to order my repeat prescription they do their upmost to solve my problem, I have to say I really like that they go the extra mile, also I like that they will send my prescription to the local chemist who then delivers my medication. I've only spoken to the practise manager a couple of times and on them times they were extremely helpful and reassured me. Then the practise nurse, what a really nice person, they really put me at ease when I had to have dreaded blood test done I honestly didn't even feel the needle go in. I've had to have my fair few share of blood test done and this is the best nurse I've ever had who has taken my blood. Now onto the Dr's... I've not had an appointment to see one GP for myself but went in with my daughter when she did and this doctor was great with her, very understanding, helpful and gave her great advice... I've seen another GP a few times, lovely, very helpful and understanding...Finally last but not least my GP. When I first saw this doctor, who is absolutely fantastic they went through a thorough check over with me taking some of my tablets off me that I didn't need to be taking, took a full blood count from me and referred me to hospital, we found out I did have arthritis but also had other things wrong with me that i'll always have and gave me the right treatment. I have to see the doctor every fortnight therefore my records, treatment, health and medication is all up to date, they listen to what I want to say, reassuring me all the time, is caring, understanding, approachable and gives great advice.. I really could go on forever about my GP, they are that good. Thank you to everyone at the surgery i'm so glad I changed Drs because now I know exactly what is wrong with me and now I'm taking the correct medication.

The Practice Replied Comment added July 2013  

 

Many thanks for your comments which have been forwarded ontothe team.

We try and provide a service which is as efficient andhelpful as it can be and its great to hear this is happening!  We really appreciate your comments and inparticular those related to our Practice Nurse Colette who has only recentlyjoined our team.  We are extremelypleased to hear she is working to the same ethos as the rest of the team andthat she has settled in well with our patients.

Once again, many thanks.

Warren Tuite

 

Practice Manager

 

I_would_recommend_it

   An Excellent Surgery  Comment added July 2013


What I like
The service and care I have received from the Clinicians and practice staff has been absolutely fantastic. Nothing is ever too much trouble for them. They are supportive when I have felt really low and not able to cope with going to the surgery regularly. I am so pleased that I changed to this practice and know the service and standards evidenced by them will continue improving. They have set a very high standard for all the other surgeries in Middleton to aspire to.

The Practice Replied Comment added July 2013  

 

Your comment is most welcomed and thank you for taking the time to submit this.

We are glad to hear that our staff and clinicians are providing a great level of care and nothing will ever be too much trouble as that is why we are here! A growing number of our patients who have recently changed practices are logging comments onto our site expressing their positive views about all aspects of our service and it is great to hear that we are still getting it right! We work extremely hard to ensure our staff are always committed to the job through ongoing training and support which is obviously paying off. 

We are determined to remain individual in terms of the service we provide.

Thanks again!

Warren Tuite
Practice Manager

 

I_would_recommend_it

   An Excellent Practice  Comment added July 2013


What I like
Joined this practice when it was very new. Very impressed with all aspects of the practice. I can always get an appointment and usually see the doctor I want. I am regularly monitored by an excellent practice nurse. When I had a medical emergency I received outstanding, and very prompt, aid from the surgery and my doctor made an accurate diagnosis and had me in Hospital within 30 minutes of my consultation. You are always given time during your consultation to talk through your issues and the doctors are good listeners.  

The Practice Replied Comment added July 2013  

 

Thank you for your comments.

One of the things we hear regularly from our patients is how good our clinicians are at listening and taking time and we see this as an integral part of our overall service to our patients. It is also good to hear that we have maintained this level of service despite our large growth in all areas.

Thank you once again for taking the time to submit your comments which i will ensure are passed on to the team.

Kind Regards

Warren Tuite
Practice Manager


I_would_recommend_it   Excellent Service Always Helpful & Polite  Comment added June 2013

What I like
I am writing this review because me and my husband are so grateful for the help and treatment that are 19 month old daughter has received at the practice recently. Our daughter is very rough and tumble as most toddlers are she loves exploring and this led to her slicing her finger open at home late morning on a Tuesday. I completely panicked and didn't know what to do, I put pressure on the cut and ran round to the practice on Clough street .As I ran in there was a friendly face to greet me as always as I explained the situation the member of staff asked me to take a seat and within minutes we where sent through to see the doctor [without an appointment]. I was relived to know my daughter hadn't done any real damage to her fingers and the doctor reassured us and calmed the situation too, for this I was very grateful. 
Then a few weeks later my daughter was taken to hospital by ambulance during the nigh and was diagnosed with croup we were sent home but she didn't improve, after two days we were very worried I rang A&E to be passed onto NHS Direct who told me to contact our Doctors which I did , again the staff on reception where very helpful and quickly told us to come around to the practice. We were once again seen by our doctor without an appointment and they arranged a bed at North Manchester for our little girl. I am glad to say she has now made a full recovery and we are so pleased with all the staff at the practice for all there care help and assistance. I would also like to say all the other doctors at this practice are also very helpful and I have never felt rushed in an appointment I have always left satisfied .

The Practice Replied Comment added June 2013  

 

Thank you for your feedback which has been passed on to the team.

We are happy to hear that on 2 occasions we managed to help you and your family quickly and efficiently. Children are always a worry and we do endeavor to deal with urgent cases asap.

Once again, thank you for your comments.

Regards

Warren Tuite
Practice Manager


 

I_would_recommend_it   Brilliant Surgery, Wonderful Staff & Flexible    Appointments  Comment added May 2013


What I like
I recently joined this practice from another practice in the area and the change in the level of service has been un-believable. Being a patient with a number of health concerns i rely on my doctor frequently and i have never once been dissatisfied with the service provided by this practice. The appointment system works well, in most cases i can be seen quickly and at a date and time to suit with my doctor, the staff are great and always go that extra mile to help.

This is by far the best surgery in Middleton for appointment availability and professional service.

The Practice Replied Comment added May 2013  

 

Thank you for your comment.

We are glad to hear that you have found our service to be 'un-believable' and have remained completely satisfied with our service. Ourselves, like many other NHS services are falling under increased pressure due to seasonal factors and various political pressures but it is good to hear that despite this we are still providing a high level of patient care. I will pass on your comments to the staff who will be delighted to hear that their efforts are paying off during these busy times.

Regards

Warren Tuite
Practice Manager


 

I_would_recommend_it   Friendly & Professional Service  Comment added May 2013


What I like
I have been registered with this practice for the last 5 years and i have to say the service received here is outstanding. The doctors and reception staff are all extremely caring and polite, professional and go out of their way to help you. Excellent!

The Practice Replied Comment added May 2013  

 

Thank you for your comment and it is excellent to hear that you are one of many who feel our service is outstanding. As with any practice, there are occasional times when we cannot meet all the demands of our patients but following continued positive feedback from patients it seems likely that we are certainly achieving a high level of patient satisfaction which is great to hear. 

We also of course value any negative feedback and will always try and resolve matters to the best of our ability as this is the only way we can improve services to our patients.

Regards

Warren Tuite
Practice Manager


 

I_would_recommend_it   Doctors Surgery   Comment added May 2013


What I like
I have always found this surgery very professional and forward thinking in its delivery of healthcare. This extends from the reception staff right up to the doctors. You are greeted by friendly and helpful staff all all levels. The practice is very proactive in the areas of Carers, Cardiology and Diabetes. it is a shame that some of the patients who DNA their appointments do not the courtsey to phone or email to and cancel. This costs us all in the long run.

The Practice Replied Comment added May 2013  

 

Thank you for your comment which is gratefully received.

Indeed, missed appointments are a major concern for our practice as well as other practices and NHS services. We estimate that the number of DNA's (Did Not Attend's) per month at our practice alone costs well over £1000 which could be used to fund anything from additional appointments for both nurse and GP and additional medical equipment. We continuously try all methods to encourage patients to cancel their appointments to help with appointment availability and access. Following suggestions by our Patient Participation Group, the practice will be looking to implement a new system to manage missed appointments in the near future which should hopefully decrease the number of appointments missed.

Thank you again for your kind comments.

Regards

Dr Glyn Stockton
GP Partner


I_would_recommend_it   Attentive and Efficient Service   Comment added March 2013


What I like
Requiring urgent access to my medical records, I attended the surgery in person in order to ascertain the mechanism by which I could obtain them. Upon attendance I engaged the services of the practice manager.

The practice manager provided me with a full explanation of the method by which I could obtain my records and was sensitive to the urgency with which I needed to see them. He also clarified a misunderstanding I had with regards the cost to me for requesting the relevant records.

Not only did I find the service provided by the practice manager as efficient, attentive and understanding, furthermore he satisfied my request within 3 hours meaning the issue I was concerned about was resolved in the fastest possible time; something that is of huge significance during my own busy professional schedule.

Even before lunch I had all the relevant information I required in an accessible format; this was quite contrary to my initial expectations and misapprehensions which led me to believe it could be two to three weeks before I had clarity regarding my particular issue. 

Suffice to say the performance by the practice manager and the surgery as a whole on a very personal and discrete issue, during busy surgery hours, was extremely impressive.


The Practice Replied Comment added March 2013  

Many thanks for your comments which are pleasing to hear with regards to my team and Practice Manager. It isn’t always easy to produce information in a speedy turnaround due to the pressures we face in general practice. However it is great to hear that we have been able to speed this process through for you.

I will of course pass on your comments to the Practice Manager and my team.

Regards

Dr Louise Thompson
GP Partner

 



I_would_recommend_it  When You Need A Caring, Friendly Approach This Is The Doctors To Attend Comment added August 2012


What I like
My Mother in law is the patient at the practice and has always been treated in a caring manner. She has dementia and the doctor and the team at the practice have always ensured she is treated well for any issues she may have, As a family we can rely 100% on the team. When you have a loved one ill it is good to know that you have such support

 

What Could Be Improved 
Nothing as far as we are concerned.  Just thank you once again!

 

-  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 November 2012  

Many thanks for your comments. I must apologise for the delay in responding to you but for some reason i was not informed by the 'choices team' that a comment had been logged and have only just noticed it.

We really appreciate feedback of any kind and the team will be delighted to hear your views and that you feel you can rely on them 100%. We recognise that a patient's illness not only effects the patient but also their loved ones and we try our best to ensure we are always offering the maximum help and support.

Once again, thank you for your feedback and i will ensure that this gets forwarded to the rest of the team.

Regards

Warren Tuite
Practice Manager

 


 

I_would_recommend_it  Made to feel at ease, great doctor Comment added 19th September 2012 


What I like
Both myself ad my wife have just moved to this Practice and are so glad we did. On my first appointment I saw a very nice doctor who listened to me and made me feel at ease. I changed to this surgery after becoming disillusioned with my previous surgery. All your staff make you feel at ease. Keep up the good work

What Could Be Improved 
Nothing.

 

-  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 19th September 2012  

Many thanks for your valued comments.

We are getting increasing positive comments from new patients moving to our practice which is great to hear and encourages us to keep up the good work!  Many of these comments are in relation to the service patients have received from our team from the doctors to the receptionists.  We try very hard to maintain an excellent level of customer service despite the growing pressures upon the NHS.  Our motto is to treat patients, as ourselves as patients would want to be treated and we are glad to hear that this is carried through all members of our team!

Many thanks.

Warren Tuite
Practice Manager

 


I_would_recommend_it  Very happy with all the treatment and care i have  been given to date Comment added 18th September 2012 

What I like
At this practice I have now seen two doctors and a nurse, I am beginning to feel much more confident talking to them all about my illnesses, it is also wonderful to be treated like a human being and not looked down on, I especially like that if I am not well enough to get to the practice I can have a phone appointment or when I am very unwell a home visit, considering how busy the doctors are I think that this is amazing.

What Could Be Improved 
Nothing.

Anything Else?
Changing to this surgery is the best thing i could have done for my health and also mine and my family's peace of mind.

 

-  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 19th September 2012  

Thank you for your comment which has been gratefully received and passed onto the team.

The practice introduced a new telephone appointment scheme after receiving feedback from our patient questionnaire which was designed by our patients as we wanted to ensure that the questions we were asking were chosen by our patients based on what they feel they would want from their practice.  One of the responses was to offer telephone appointments to patients who may not be able to get into the surgery or for minor queries.  Medical issues are not always able to be diagnosed over the telephone and therefore we felt it important to maintain our number of face to face appointments so as not to effect patients still wishing to visit the practice.  Therefore upon requesting a telephone consultation, a brief reason will be taken and forwarded to the doctor for them to assess whether it is something that can be dealt with over the phone or if it would be better for the patient to come in.  We can then contact the patient to arrange.  So far this system has worked well for our patients.

It is great to hear that changing you and your family to our practice has been considered as a great move and happy to hear that we are making improvements to your health and the service we provide.

Once again, thank you for taking the time to submit your comment.

Regards

Warren Tuite
Practice Manager

 


I_would_recommend_it  Really personable treatment, leaves you feeling valued and listened to Comment added 16th July 2012 

What I like
My doctor is great, really polite, attentive and professional.  They listen to you as a person, does not (pre)judge, isn't in a rush to get you out of the door, but is still efficient and provides care and comments that leave you feeling they have really taken notice of who you are and whatever your problem/ailment and symptoms or concerns are.

What Could Be Improved 
Great surgery, just a shame it is a small temporary building, the Doctors deserve much better and i hope they are accomodated soon in a new fit for purpose clinic. 

 

-  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 16th July 2012  

Thank you very much for your kind positive comments.

As a practice we always ensure that patient experience is always at the heart of what we do and despite the limited resources within the NHS we always strive to ensure that your experienmce is a positive one from the outset.  It is sometimes extremely difficult to ensure we have done everything we can within the ten minute consultation and therefore by taking a little longer with our patients we feel this works well.

Yes, although the temporary building is working well and is modern and bespoke we are finding it slightly difficult due to our increasing size to develop the practice with additional services for the benefit of our patients.  We agree that our patients deserve a brand new purpose built surgery and planning permission has been granted for this.  As soon as we have an update around timescales we will be updating patients accordingly.

Once again, thank you for taking the time to log your comments.

Regards

Warren Tuite
Practice Manager

 


 

I_would_recommend_it  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

 



I_would_recommend_it  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_would_recommend_it  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

 


I_would_recommend_it 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

 


I_would_recommend_it 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


I_would_recommend_it 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 RepliedComment 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

 


I_would_recommend_it 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

 


I_would_recommend_it 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

 


I_would_recommend_it 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

 

 


 

I_would_recommend_it 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

 


I_would_recommend_it 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

 

 


I_would_recommend_it 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 RepliedComment 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

 

 


I_would_recommend_it 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

 

 


I_would_recommend_it 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 RepliedComment 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


I_would_recommend_it 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 RepliedComment 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


I_would_recommend_it  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 RepliedComment 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


I_would_recommend_itConfident 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 RepliedComment 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


I_would_recommend_it  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 RepliedComment 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


 

I_would_recommend_it  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 RepliedComment 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

 

 


 

I_would_recommend_it 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 RepliedComment 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.

 

 


 

I_would_recommend_it 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 RepliedComment 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

 

 


 

I_would_recommend_it 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 RepliedComment 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

 

 


 

I_would_recommend_it 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 RepliedComment 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

 

 


 

If you would like to leave a comment on our NHS choices website then please click here.

 

I_would_recommend_it

    Renewed Faith In GP's   Comment added September 2014

After losing faith in GPs from my previous practice and through professional experience, this practice has renewed my faith and all staff here really are amazing in their role - from receptionist to GP.

My doctor is outstanding. They treat patients with dignity, respect and as individuals. The doctor has supported both my young daughters and myself through a very difficult time and they are a real credit to their profession.

My extended family have also now joined and give positive feedback about all the GPs here.

The reception staff are also lovely, helpful and professional. They are different to your usual GP receptionist!

The Practice Replied Comment added September 2014  

 

 

 

 

Many thanks for your comments!

We are delighted to hear that you are so pleased with the level of service that we provide and the staff who provide it. We are also pleased to hear that your extended family have also chosen to join our practice.

We take a great deal of effort in ensuring that the service we give to our patients from both reception and GP's is always of the highest standard and we always treat every patient as we ourselves would like to be treated. Customer service is extremely important to us even when faced with upset and anxious patients due to their various health issues. I am delighted to hear that this is paying off.

Many thanks again for taking the time to post your comments and we really appreciate the feedback.

Regards

Warren Tuite
Practice Manager

 

I_would_recommend_it

    Renewed Faith In GP's   Comment added September 2014

After losing faith in GPs from my previous practice and through professional experience, this practice has renewed my faith and all staff here really are amazing in their role - from receptionist to GP.

My doctor is outstanding. They treat patients with dignity, respect and as individuals. The doctor has supported both my young daughters and myself through a very difficult time and they are a real credit to their profession.

My extended family have also now joined and give positive feedback about all the GPs here.

The reception staff are also lovely, helpful and professional. They are different to your usual GP receptionist!

The Practice Replied Comment added September 2014  

 

 

 

 

Many thanks for your comments!

We are delighted to hear that you are so pleased with the level of service that we provide and the staff who provide it. We are also pleased to hear that your extended family have also chosen to join our practice.

We take a great deal of effort in ensuring that the service we give to our patients from both reception and GP's is always of the highest standard and we always treat every patient as we ourselves would like to be treated. Customer service is extremely important to us even when faced with upset and anxious patients due to their various health issues. I am delighted to hear that this is paying off.

Many thanks again for taking the time to post your comments and we really appreciate the feedback.

Regards

Warren Tuite
Practice Manager

 
Call 111 when you need medical help fast but it’s not a 999 emergencyNHS ChoicesThis site is brought to you by My Surgery Website