‘How would you describe the waiting room and general facilities for patients?’

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> adequate <
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> Adequate to good <
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> always clean and tidy <
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> As expected absolutely fine <
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> average - would like to have a drinking fountain <
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> calm peaceful and very clean <
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> clean and functional <
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> clean and quiet <
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> clean and satisfactory <
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> clean and tidy but lacks pictures and magazines <
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> clean which is the most important thing <
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> Comfortable - personally prefer wallace waiting room as there is more space and it's a bit less stuffy but that's it really, both waiting rooms are comfy. <
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> comfortable <
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> Dark and out-dated. Although the classical music is quite soothing when you are in pain etc. However the reception staff are surly, unhelpful and dismissive. It is always the worst part about setting up and attending an appt. at Burney Street. <
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> depressing music <
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> excellent <
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> fairly plain but nice music especially at Burney Street <
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> fine <
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> Fine, clean, enough chairs <
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> good <
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> good but the display for alerts is broken/ not working anymore <
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> Good enough. <
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> good, welcoming <
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> haven't visited website <
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> I have never had to wait for too long so, at least for a short wait, the room is comfortable. At the Wallace Health Centre I would suggest they also call patients by name when it is their turn because that screen system is very easy to miss and I haven’t seen anyone coming to call people who apparently missed their name on the screen. <
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> in very good condition <
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> It's all great, though downstairs at Burney St can be cramped at times but always pleasant. <
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> nice and quiet <
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> nice, music, clean, flowers <
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> no issues, suitable <
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> ok <
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> organised, clean <
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> Perfectly satisfactory <
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> quite comfortable, very busy <
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> reasonably good. annoying clacking noise. <
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> satisfactory <
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> satisfactory and functional <
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> Spacious, clean <
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> standard, not much to read <
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> v.good <
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> very clean and comfortable <
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> Very clean and tidy <
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> very good <
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> Very good. Clean and nice environment <
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> very relaxing & quiet <
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> very satisfied <
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> very spacious cosy and comfortable <
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> waiting room is clean and spacious visiting rooms could be cleaner (stains on carpets) <
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‘Please provide us with any comments or suggestions that could help us improve our service to you.’

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> adequate <
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> all doctors I’ve seen have been marvellous <
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> all pain killers put on repeat <
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> An online appointment system might be useful. It is fairly tricky getting through on the telephone. <
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> Asked if I could book an appointment for next month, got told that it was impossible before 2 weeks in advance. Called to get appointment, and there is a waiting time for 5 weeks for me to see my doctor. Due to the medications I take, and that I don't just need new ones, I need to see my doctor within the two next week. I described this in the telephone with the receptionist, and she didn't try at all to help me figure out a solution, or at all, say sorry. This is unacceptable. <
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> Asking to see a doctor and being told that the next available appointment is two weeks. Alternatively ring in the morning before 11am. Remember you are ill. <
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> basic <
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> By trying to keep appointment times as I seem to wait for ages my last appointment I had to wait 40 minutes to be seen. <
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> Checking patients medical records properly before administering medicines which could be harmful to the patient. Also, a better service for babies born with life threatening illnesses. <
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> clean and tidy <
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> clean, good facilities, friendly and welcoming waiting room areas <
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> comfortable, clean <
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> Display times specific doctors are at each surgery on the website? <
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> excellent <
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> fewer turnover of staff/ doctors <
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> Found it difficult to find info about obtaining blood test results on the site on the website. <
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> good <
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> Good at Burney Street, not very good at Wallace Centre, there is a sign saying 'no food and drink' yet patients bringing smelly food and eating in the reception area were not challenged. This is not acceptable in a doctors surgery. <
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> Hard to navigate to find location <
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> Have not used website. Was no aware it existed. Have more receptionists. It takes too long to get through on the phone. <
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> I did not like that I had to wait for an appointment for such a long time ( a few days). Please improve. <
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> I have been a patient for years and have three children so visiting regularly. I have always been happy. Staff extremely happy and polite, go out of their way to help. Today was the very first time I phoned and was treated so poorly - not a good experience at all. I later found out it was a lady called **** who was as unhelpful as one can be. I phoned the other surgery and spoke to **** who completely differed. ****, ****, ****, **** are all also there and do am amazing job. Thank you all for always making what could be a horrid experience at the Dr's pleasant. Also all the Dr's apart from **** are nice and professional and **** is amazing as well. Shame for the likes of **** to ruin a great reputation. <
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> I have just joined this practice however I can say it is run much more professionally with a smile than my last one. <
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> I think Burney Street is a great all round service and I've always had treatment if I needed it, that helped me. I had to use Grabadoc over Christmas and I felt the doctor did not listen - busy I know. The doctor gave me the wrong thing which lead to me being pretty ill for an ongoing 6 weeks. Burney street has so far been fabulous. <
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> I think the booking system through the website would be very helpful provided it is well managed and gives a confirmation straight away. Looking forward to trying it. <
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> improving the telephone response time <
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> It can be hard to get an appointment sometimes <
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> It is normally difficult to get through on the phone and to get an appointment if not saying its urgent. <
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> keep up the good work <
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> My only complaint would be the difficulty in booking an appointment - sometimes i've had to wait 5 days. <
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> no problems with either surgery <
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> On one of my visits the doctor said to me "what do you want me to do about it?" I found this rude. If I knew what to do about the problem, I would be a doctor too!!! <
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> online booking would be helpful <
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> Please answer your phone and be able to offer more out of working hour appointments the waiting time is unacceptably wrong <
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> probably more of an issue with how the health service generally works, but you get the sense that the doctor tries to move you on ASAP in order to keep to a schedule, rather than actually treat the patient. <
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> Reception revamp. <
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> Some more toys for children in the waiting area. <
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> Sometimes its a bit difficult to catch someone on the phone at the wallace. <
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> Sometimes the receptionists can be a bit sharp and just ignore you when you are waiting at the desk. One of the doctors made me feel like I was wasting her time and kept smirking. Another one told me not to have a blood test which I did privately and there was something wrong. <
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> takes too long to get an appointment or blood test <
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> Takes too long to get through on the phone. <
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> Text message reminders are great and could be improved if they also included which surgery the appointment is at - Wallace / Burney <
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> Text reminders are great but please add which surgery you are booked for <
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> The procedure of trying to ring between 8 - 8:30 for urgent appointment is stressful. Last time I asked for appointment it was 10 days later or going through that procedure. A system with offering an appointment within a couple of days would be preferable. <
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> The service is excellent. My only negative comment is that sometimes it can take a while to get through, though that is I suppose natural. The key when one does connect is to be able to speak to a person not a machine. I would also fear that an automated appointment system would lead to more getting cancelled or "non show" because of the ability of the receptionists to determine necessity and to direct to other services eg A&E. <
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> The telephone system is a nightmare. It just rings out without being answered. VERY annoying! <
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> The waiting room is very quiet. It is far too large and bright. There is nothing at all for children to occupy themselves, and for adults nothing but a few magazines. Extremely boring and informal. <
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> This practice used to be wonderful. We could always get an appointment at short notice but now it is impossible to get through on the phone - very disappointing. <
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> Updates on time of appointment. My appointment was running late but no one told me how long I would be expected to be delayed. <
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> Very helpful reception staff, nurses and doctors <
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> Wallace good Burney is not <
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