1. CALVERLEY PATIENT SURVEY FEEDBACK NOVEMBER 2014

2. ACCESSING YOUR APPOINTMENT Very quick and professional – One could say “Bedside Manner Excellent” On this occasion appointment made 2 weeks before – non urgent. I don’t come often and would like to think I could get next day if needed. Struggle to get an appointment. Kindly offered appointment at branch surgery. Pleasant staff who make time to speak to me. Can usually gen an appointment sometimes I get frustrated if none available for 2 weeks or sent to another surgery. Needed urgent attention and got appointment early. Staff always friendly. Not able to book an appointment within 2 or 3 days. I understand it is difficult to give enough appointments. Called at 8AM and managed to get an appointment for 9AM. Staff are great. Not enough appointments and difficult to make. Staff are generally polite and courteous. I was given a convenient appointment time. Staff are polite and helpful Making and appointment is a lot easier than it was a while ago. Usually manage to receive same day appointment. Agreed to speak to Doctor and was then called back with cancellation appointment. Always attend surgery at 8AM to get same day appointment – I am never disappointed. Sometimes hard to access. Text message helps. Lack of appointments and chasing up for cancellations. Not enough out of hours appointments for those that work 9-5 Dislike questioning reason for appointment. Takes too long to get through. Difficult to get appointment with GP of choice

3. ARRIVING AND CHECKING IN Impersonal. One is treated like family. I have been part of this family for 30 years Staff always courteous. Staff are always polite. Questions answered professionally at all times. Easy check in system allowing staff time to attend to patients fact to face. Always helpful and friendly. Quick and easy computer system. Answered queries sufficiently. The on screen checking is very good system as does not interrupt the clerical staff. No problems. System works really well. Efficient system. I don’t like the touch screen. Seems very unhygienic. Always willing to help. Friendly staff. Impersonal and hurried Self check in welcome change. Welcoming. Booked on line.

4. INFORMATION Valued and pleasant. Like the idea of mobile phone reminders Confusion about use of ear drops prescribed by relief doctor. Little engagement from the reception team – they just point you to the self arrival screen. Information is there if you need it. I prefer not to look as it cane make me anxious. Radio does not help. Plenty of information available. Kept informed of new leaflets and directives. Reasonably informed information. The staff are very good and very knowledgeable. Difficult because receptionist was on the telephone when I arrived. Interesting displays. Digital display very useful – I never miss my turn.(Jayex) Useful to receive an appointment card. Always knowledgeable

5. WAITING Very good and quick. Seen instantly to both doctor and nurse appointments. I have always been please with the time keeping. My appointment was at 1PM but the doors to the surgery don’t open until 1PM. 4 Patients were stood out in the cold, 3 were elderly. Suggest door to be opened at 12.55. Check in lets you know expected wait time. I don’t mind waiting to see the doctor of my choice. 10 minutes wait. Do not have to wait long. Surgery clean and friendly. Usually this is fine but often after booking in there is no more information until you are called. So if there is a wait it can be frustrating. Clean enough. Waiting room lovely Unhappy with radio – not necessary and would prefer classical station. Relaxing environment Pleased to be told how long I had to wait. Don’t like the radio.

6. CONSULTATION AND NEXT STEPS Very informative. I feel cared for. Thank you – I am 77 years young. Seeing my preferred doctor – always given time and information about concerns a very personal interaction. The doctor has always given a clear explanation about the diagnosis. Midwife excellent. Build a good patient nurse relationship and feel confident to discuss health. Explained everything and asked if everything ok. GP very efficient kind and attentive to medical problems. Always listened to. All staff at Calverley are worth their weight in gold. Always efficient. Very good. Appointments short if health issue is more complex but doctor always professional and knowledgeable. Results not followed up. Doctors and nurses are friendly, polite and appear to care. Friendly and helpful. Total reassurance. Never rushed. Top notch. Always cared for. Very kind and shows empathy.