Comments From Patient Survey 2014/15
Relating to Doctors
POSITIVE COMMENTS / ACTION/ RESPONSEReceptionists are always friendly + polite + doctors are friendly + listen.
7 comments that Doctors are best part of the Practice
My doctor. Dr Rog. Very understanding. I have been with her since she came to castlefield. She is the best doctor I have ever had. I have been with the practice for 37 years.
Face to face approach. My GP. All GP’s are lovely.
I like the doctors and nurses, they seem to listen and put my mind to ease.
Dr Millerchip is best thing about the Practice
Dr Ann Riley very helpful
Dr Otiv best part of Practice
When you see Dr or practice nurse I feel they do listen to me + are helpful
Having a caring GP and premises very clean
My GP and also waiting areas very roomy and bright
All the doctors are very helpful and nothing is too much trouble
Dr Otiv and Dr Cowley
Staff including medical and non-medical
My doctor is the main reason I stay with the practice, but as I said early I hardly get an app with him lately
Everybody is helpful, I have always had great respect + help shown to me and my family
Good Drs-nurses + reception staff- all Q+A are given in a manner I can understand
The Drs efficiency, the knowledge they have about my condition
Some doctors are absolutely fantastic. The online service to book an appointment is great and doctors are usually great over the telephone too.
Dr Rog
I’ve been happy with the manner, thoroughness of doctors I’ve seen(Dr Cunningham, Dr Millerchip). They listen carefully & I’ve felt they care and offer the best treatment they can.
The doctors are always helpful, appointments are easy to get
The staff are lovely
The doctor is comfortable & staff friendly
Friendly doctors and staff
Doctors are very professional
Very friendly + helpful, good waiting rooms
Clean comfortable health centre with friendly and efficient receptionists good doctors and nurses.
Staff are friendly + exceptionally helpful, some GP practises have rottweilers on reception but castlefields’ ladies are lovely
The doctors and nurses at castlefields health centre are very professional, always had brilliant service when I’ve been
The service provided in this practice is excellent, the problem sometimes is getting through on the phone at 8am and also car parking. Overall receptionist, doctors and nurses etc are excellant
More difficult to get a GP appointment of late. Very satisfied with care given by GP when I do get an appointment
NEGATIVE FEEDBACK / ACTION/ RESPONSE
There are a few doctors who are rude and not helpful
I’ve always had bad service from one doctor from them not listening in the consultation room to berating me over the telephone.
Regular turn-around of staff, never seem to see same GP.
Seeing doctors who you don’t know
Reception/ doctors
Inability to see named GP when needed.
I had to ring three times before a doctor called back.
Easier access for GP permission/referral for gym/ fitness program for people with complex health problems / Discuss
Relating to Nursing Team
POSITIVE COMMENTS / ACTION/ RESPONSEI like the doctors and nurses, they seem to listen and put my mind to ease.
Friendly staff, relaxing radio, nurse listens
Practice Nurse is best part of Practice
When you see Dr or practice nurse I feel they do listen to me + are helpful
Staff including medical and non-medical
I find it very proactive- anticipating issues reg, women’s health check, my husband’s experience with asthma nurse and regular checks is excellent
Everybody is helpful, I have always had great respect + help shown to me and my family
Nurse Hayley
Good Drs-nurses + reception staff- all Q+A are given in a manner I can understand
The staff are lovely
Very friendly + helpful, good waiting rooms
Clean comfortable health centre with friendly and efficient receptionists good doctors and nurses.
Staff are friendly + exceptionally helpful, some GP practises have rottweilers on reception but castlefields’ ladies are lovely
Hayley works near and she’s very nice
The doctors and nurses at castlefields health centre are very professional, always had brilliant service when I’ve been
The service provided in this practice is excellent, the problem sometimes is getting through on the phone at 8am and also car parking. Overall receptionist, doctors and nurses etc are excellent
Relating to Reception Service
THINGS PATIENTS LIKE MOST ABOUT THE PRACTICE / ACTION NEEDEDReceptionists are always friendly + polite + doctors are friendly + listen.
8 comments that staff are best part of the Practice
Staff put you at ease
Spacious, rec and staff are very friendly
The fact they try to help as much as possible
Friendly staff, relaxing radio, nurse listens
Friendliness/staff friendly/staff
Staff and waiting area
My GP and also waiting areas very roomy and bright
Staff including medical and non-medical
Everybody is helpful, I have always had great respect + help shown to me and my family
Good Drs-nurses + reception staff- all Q+A are given in a manner I can understand
I work out of town and when I phone for an appointment, reception staff are always helpful+ friendly when attempting to sort an appointment for me
Space in waiting room + welcoming staff. Electronic check in
The staff are always friendly, polite and helpful
Appointments are easy to get
Availability – customer service
Efficiency + friendliness
The staff are lovely/ Excellent receptionist/they are boss
Very friendly + helpful, good waiting rooms
Clean comfortable health centre with friendly and efficient receptionists good doctors and nurses.
Staff are friendly + exceptionally helpful, some GP practises have rottweilers on reception but castlefields’ ladies are lovely
Always pleasant and welcoming
Made welcome : good environment
Clean friendly and helpful / Really friendly staff
Reception are very friendly and have helped me when I have been stuck on many occasion
The service provided in this practice is excellent, the problem sometimes is getting through on the phone at 8am and also car parking. Overall receptionist, doctors and nurses etc are excellant
All staff are excellent and friendly.
NEGATIVE FEEDBACK / ACTION NEEDED
Receptionists could be more friendly and understanding
Trying to get through on the phone in the morning
Getting through on the phone
Just trying to get an appointment through a receptionist
The reception staff at times have been rude over the phone, also my calls in the morning are often cut off.
Difficulty getting appointments, not all reception staff understand common problems of diabetes
The practice was run better with fewer problems at the old building. Staff seem stressed especially reception staff. What’s very confusing is you go to pick up your prescription and half has gone through to the chemist and half is still with reception. Why is this? I have asked about this and no one knows why.
How long it takes on the phone for appointment or even to book a return call. It took me three days.
Reception/ doctors
Attitude of some of the reception staff/ Some of the counter staff are not helpful
Receptionists attitude
Trying to get through by telephone in the morning to get an appointment
Making appointments
Can’t make appointments in advance
The way no one answers the phone / Just getting through on the phone
Trying to get an appointment in the morning
Sometimes feel that the level of questioning from the reception staff is unnecessary
Telephone service very poor, trying to get through, when through service is great
Ordering prescriptions could be made easier / Yes
Getting through on the phone in the morning is the biggest problem
Need a better system for getting repeat prescriptions in order, finding it very hard to get mine ordered together
Relating to facilities and resources
POSITIVE COMMENTS / ACTION NEEDEDBrightness and openness/bright and clean x 2
Opening hours
Clean, modern, well set out, reception good, doctors good.
Ease of access. Staff get to know you. Feeling comfortable. Staff willing to help.
The whole experience in the centre is very good.
Chemist on site.
Modern facilities/the building/ Clean, modern, good facilities
Space, layout/space and comfort
Building + staff liked most
Building is liked most about Practice
Practice is close to home
Having a caring GP and premises very clean
Helpful staff and cleanliness
Nice clean areas + facilities/clean x 2/very roomy
NEGATIVE FEEDBACK / ACTION NEEDED
Car parking x12/ Car park needs to be a lot bigger
Boots
Car park doesn’t have enough disabled bays/disabled parking problems/Parking
Water drinks dispenser would be nice
Chiropody dental
Stay open later, have more appointments at the weekend
Appointments/Waiting Times/Miscellaneous
POSITIVE COMMENTS / ACTION NEEDEDClean, fresh approach
Close and friendly/friendly/ Friendly and understanding/ Professional + friendly
Care and support from all/excellent/quick and efficient/everybody’s helpful
The friendly and professional treatment
Online appts. Excellent facilities. Good staff
Overall experience
Clean, tidy, very friendly/friendly and helpful/friendly and helpful/efficient friendly svc
Not long waiting
It’s warm, clean, friendly staff and very useful
Opening times, availability of appts
On my doorstep
Everything especially the staff
Staff try their best
You do fantastic work
Appointments system
The humanity, it’s not a factory line
All very helpful/helpful staff/all staff friendly and helpful
Everything no problems at all
Friendliness of all staff
Probably one the best surgeries in Runcorn
NEGATIVE FEEDBACK / ACTION NEEDED
Waiting times x8
Prescriptions + getting an appointment/ Trying to get an appointment
Waiting for an appointment. It could be three weeks before you see a doctor
Inability to get appointment ½ days ahead at most/appointment times
How long you have to wait for an appointment
Trying to book appts on phone in morning x 3
Trying to book appointments, waiting time to see a doctor as times can run up to 45 mins after appt time and still not seen doctor
Sometimes long waits
Very hard to get an appointment. Can’t get through in the morning to cancel or make appointment
I find it near impossible to book appointments for other family members who aren’t on the online service yet.
Getting appts. Follow up service / Problems getting an appointment
Where they need to follow guidelines set by NHS, these guidelines are not patient friendly.
Online facility/ online booking never seems to work.
Phoning in the morning to try see my own GP.
Lack of appointment and waiting to long for results.
8a.m phone call
Can feel hard to get an appointment
Trying to get an appointment you have to ring at 8am. You eventually get through and theres no appointments left. So annoying
Getting appointments, Parking is terrible, never the same GP, followup is appalling
The way the system has gone
Using computers to re order prescriptions. Having to ring and appointments are gone by 8:15.
Always waiting for appointment not on time.
Waiting to long for appointment
It’s bad trying to get an appointment and the waiting time is to long
Never had a problem, but much preferred the old system don’t like using computers
Since the change the service has gone down hill
Getting an appointment is a joke. It used to be good. It’s just taken me three days to speak to a doctor before seeing practice nurse.
More difficult to get a GP appointment of late. Great difficulty getting through to reception at 8am only to be informed there are no appointments. Very satisfied with care given by GP when I do get an appointment
For some reason the practice is not running very well as the old one. I have never in 40 years of using this practice have had a problem. Most times I go now there is confusion over prescriptions, some being sent electronically and some not
Getting through on the phone is very busy due to patients trying for on the day appointments. Also frustrating if one wishes to consult one’s own doctor that week. Booked up in advance not sure what you can do about this, demand is high.
I feel we should be able to turn up and get an appointment that day, I work for a living and am unable to take time off, people who don’t work should be made to wait, not people who do work
Prescribing and Pharmacy specific issues:
Boots are totally inadequate at supplying medication that is prescribed
Too much “personal” conversation between pharmacy staff. Most of the time we have to stand and wait for a long time.
Several issues with blister packs never being ready.
Ordering/ collecting prescriptions at pharmacy.
The new electronic prescription scheme, shouldn’t have changed from old scheme.
Time it takes for repeat prescriptions and time it takes to have it sent electronically to pharmacy. (Cancelled this as it was quicker for me to order online and take to another chemist) also time it takes to get appointment with doctor.
Messing with repeat prescriptions