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Friends & Family Feedback

St Ann's is always happy to receive feedback about the practice and our staff, good or bad, as we constantly strive to improve.  As a result we have chosen to publish our Friends and Family Test (FFT) feedback on a monthly basis.  Below you will find the comments sent in by patients who have replied to the FFT.  Only incomplete messages or ones with patient identifiable data have been removed.  All responses are patients exact words.

We would like to improve our response rates and would encourage feedback from all our patients.

We are aware that appointment waiting times are an issue of concern and the practice is currently working to address this.  

May 2017

MJOG responses May 17

I was treated with respect but on the downside had to wait 4 weeks for appointment.
Always helpful
I was very pleased,with Dr Owens proffesionalism
Good service, friendly staff
The doctors and receptionists have always been good to me
Good customer service
The reception staff are excellent and the waiting area is always clean
Dr Bilton and Dr start are brilliant
Getting appointments always a month to get one
Helpful nurse answered questions i asked.
Appointment on time, quick & professional phlebotomist
The doctor I saw was really good and listened to what I had to say
Always helpful.
The GP was really kind and helpful
Very helpful
Good service
I had to wait almost 5 weeks for an appointment to see any doctor
Dr forester is very helpful and listens to what is being said to him.
Friendly n helpful staff.
Not made to feel you are wasting time never feel rushed when in with Dr
Treated by staff in an efficient,polite and caring way.
Waiting too long for appointments
It takes wks to get appointments
Don't use doctors very much so don't know how good / bad things are !
I had a double appointment 11am with  Dr Forrester. I arrived early and was seen straight away.
Staff are always friendly and helpful and appointments on time
Because my concerns were taken seriously and the doctor showed great deal of empathy.
It's a good, efficient, service.
Always get good service
Staff not doing there jobs right  and staff speaking to people like crap
The dr i saw yesterday was very polite and listened  to me
Good service.
A professional, efficient consultation with the practice nurse!
Because the doctor was really helpful and understood exactly what i was trying to explain
Went out of way to make sure saw a doc
Walked straight to reception and was able to book an appointment within a couple of weeks.
Seen on time by very efficient friendly staff who put me at ease
I attended and was seen at my appointment time and was put at ease and was informed what was happening all the time
Excellent treatment &staff
Because I've always been happy with the outcome from the doctors and nurses
Got an immediate appointment t see nurse
Helpful and quick
Because I was made to feel like a person not a machine x
Friendly, knowledgeable staff.
Will to help you .and to go out of there way to help you
Great staff, good service
Never get appointments on time wen ya need one
I have received first class treatment
We get a brilliant service from Docters and staff but trying to get in for appointments leaves a lot to be desired
Friendly & helpful staff
Appointments are quite easy to get. If they say the nurse will ring you. You aren't waiting hours.
Great doctor. I wait for weeks to get an appointment because I know she cares and listens to my worries
Good communication from doctor, pleasant waiting room
Friendly nurse and doctor providing good patient care
Very polite, caring and understanding practice, so professional
In and out for bloods very quickly
Happy with the treatment
Because I'm always satisfied with the way I'm dealt with
Generally happy with the practice always ablige and very pleasant doctors and other members of the staff
Too long to.wait for app.Wish Doctors were more attentive to clients.Please see Behind Closed Doors .This is a T.V program with real people Not actors.
The doctor i saw explained every thing and i understood what she told me
Friendly and considerate service.
Quick response I always got what I wanted .kind service .just perfect for me .Thanks
Would be likely to recommend similar treatment at this surgery
As doc I saw was understanding
Dr mckewan is excellent
Electronic check in.
Because the doctor took an interest in my whole wellbeing.
I have been with this practice since birth and parents before me and never had any complaints.
I didn't read the question properly sorry. I mean I would rate it highly
Lack of appointments when booking weeks in advance
I have always had excellent service from the Doctors ive seen ie.Dr Forrester  Dr Start&Dr Price.
Because you are good
Because Dr Mackeown was very understanding and careing
Appointment easily made, and on time brilliant. Thank you 👍
Wait time for appointments is appalling I have just had to wait 3 weeks to see a doctor
Good friendly service from doctors and reception staff
Doctors I see are very professional and friendly at the sametime
Difficult to get an appointment as soon as I'd like
I was very happy with the service and everything else.
It's alway been good 4 any of my needs as a carer  of 2 disabled  people  and we all use this clinic
Staff friendly. Dr's promt response to my visit and referal to RGH
Good service
I was happy with the service
Because I always get a very kind and very courteous service from receptionists and medical staff
seen promptly . treat with courtesy
The only reason it wasnt a 1 is waiting time between apointments
Friendly service
Given 1 but for waiting too long for appointment away from main sugery otherwise staff excellant
Very well run system- i book appointments on my phone, no waiting today, lovely doctor too!
Because of the good service I have received today , with the nurse and receptionist . Thank you .
i had to wait six.week for a app dr didt listen and rep was to busy.creaming hear hands
Appointments waiting time. Work nights and unable to see a doctor for 3 weeks is ridiculous
I was seen on time and the doctor was sympathetic and listened
Good service and always friendly
Always got treated good staff approachable
Doctor Milton is very easy to talk to, and it was easy booking the appointment although I did have to wait 3 weeks.
My appointment was on time the nurse who i saw told me every thig in detail and answered all my questines very good :-D
Very supportive Nurse  very polite and friendly. Answered all my questions and any concerns. Put me completely at ease
I have been a patient at st Ann's for over 40 years and have had no problems with any of the drs, nurses or the reception staff.
Quick prompt and informative appointment.
Because its got quite a lot of good doctors and nurses at the surgery
Satisfied with diagnosis at the moment
Waiting for appointment. Doctor was unsynathic for the pain I am in.
Because Dr Carter is caring and understanding
Approachable and listening
Would have been a 1 but dropped to 2 due to the number of weeks before u can get an appointment
Friendly staff and doctors that have time for you
Dr was good to my wife
Treated well.
No issues with visit
The lady on reception was very nice and the doctor was very good and prompt for my appointment
Wait time for an appointment is sometimes up to 5 weeks
Good treatment and wasn't waiting  long
I wouldnt change my doctors theyve been really good with me
Have been happy with St Ann's for the last 35 years
You have to wait 4 weeks for an appointment. This isn't main reason. There all as important as each other
Was seen almost seen  on time due to busy clinic procedure done professional and with care
Because been extremely quick and very friendly after needing urgent assistance
Everyone is very helpful at st Annes medical centre
Dr soumya spent time with me and i found her realy nice
Too much to put in a text. Still waiting for practice manager to call me back.
Hi is really good doctors they are really good for
It's not very often I attend but do find it's hard to get an appointment at the time you need it.
Sorry should have been number 2 not 3
Sorry i thought i put 1 down i am very pleased
Prompt attention and friendly
Excellent service !
Helpfull and understanding
The nurse's  and staff are  there  to help and give advice  following the  appointment  I know  what I have to do
Has to wait 4 week for an appointment
It is very hard 2 get through on the phone it rings and rings for ages also have 2 wait 3 weeks for an appointment
Difficult to get an appointment when ill without using an emergency appointment.
Really nice nurse. Made me feel comfortable and explained everything.
My visit to the centre took less than 10 minutes in and out
Good and timely service
First class free service
Dr start is a good doctor
Friendly pleasant staff
The staff where friendly and helpful
Having to go through receptionist with details of problem then having to speak to the triage
I have been with the practice since I was born and I am satisfied with my treatment
Pleasant staff and easy access and feel relaxed much better than Doncaster gate do not feel happy there
Quick friendly consultation, use of first names makes a difference
Informative info from doctor, quick referral and blood tests available on the day.
Easy to park and very little waiting time.
Having to wait at least 3 weeks when advised by the nurse to accept the first available appointment with the doctor
I got the help i needed as i always do
I've been with the practice for 61 years.
The lady i saw was very helpful and the waiting time wasn't too long which is usually a big problem.
Professional pleasant staff
Very polite and prefesional
Becsuse the drs an nurses and staff are always helpful ,friendly and caring.
Love dr Waller she's nice easy to talk to and like a mum
Our doctors do what they can for us with little support from eny where i feel wr should be grateful to them

April 2017

April 17

I waited for the appointment for nearly a month
Long waiting.
Long appointment.
Good customer service
Prompt efficient friendly service
Fast and efficient service.
Friendly and understanding
Reception staff really rude I get messed around every single time I phone or come to the surgery
Because it's ridiculous to ever get an appointment, 1-3 weeks for an appointment is just not satisfactory especially if it's a serious problem
The receptionist always seems friendly and puts you at ease.
Sometimes its hard to get an appointment
Waiting to long for app
Got an appointment within two days and am happy with the treatment I've been given
Nurse was very helpful and too time to explain things to me
Because I got  treat  well
Very quick in getting appointments
Not sure
The doctor was amazing.
I have been with st anns since the day i was born and i am always comfortable and the doctors and staff really listen to what your telling them
Good people work there
Lovely staff , appointment times sometimes a problem
Dr Waller very good
Ive always found everyone at st.anns very helpful so i would recommend the practice to anyone.
Always had a good service although waiting times for appointments could be better.
Easy and choice of appointments
Having to wait 2 to 3 wks for an appointment
Trying to get an appointment is a joke you have to wait 3 weeks, then when you are seen don't feel listened to
No appointment
Brilliant service .. on time ..
Got an appointment the next day. Receptionist was very pleasant and polite.
Very professional and friendly.
Professional device
Alway about. 2 week wait for appointments when your feeling ill it then you need to see someone
Because you do not get an appointment straightaway it's one week two weeks three weeks
Great doctor. Listens to you. Explains clearly. Acts on patients best interests.
Good treatment today
I got seen on time but in the past receptionist wasn't very friendly
Very welcoming,organised and friendly
because the appt was on time and the staff were very efficient but also kind and caring, which put me at ease.
Because I am happy with the service I have had .
I don't like the doctors best of times but when it comes to needles I'm not very good. All the nurses are really comfortable
I was in and out of the surgery within 10 minutes it runs like clockwork very pleased with the service top marks all round
I've always been treated what I think. Is expected
Dr Milton & Nurse Deakin excellent. Downside is appalling time taken to get an appointment
Always had good service n no problems
I've always received a good survice
Because I feel I've been looked after
It takes on average 4 weeks to secure an appointment. I also believe that the reminder text should include which surgery the appointment is at.
The nurse was very thorough n helpful
Because tge reception staff are gorgeous!
Happy with my doctor.
Practice nurses I see three times a week r brilliant
Appointment times differing doctors & felt last appointment didnt go well rushed n vague . Little engagement & quite matter of fact.
Very pleased, with the service
The doctors look after you and treat you. Well
Always punctual when I arrive and always seem to be called in within a few minutes.
App was 7 40 got seen at 8.00 due to mix up by reception not nurses fault. Subsequently late for work.
Due to great customer Service
Always had gd treatment for years
The receptionists are friendly, I didn't have to wait long and I was in before my appointment time. The doctor was reassuring and patient with me.
Helpful friendly staff.
I have had positive experiences with the G.P's that I have seen. I feel that they listen to me and refer me to the appropriate agency.
The nurse understood my concerns  and acted accordingly  and got me an appointment  with a doctor because she could not help
Dr start was nice and caring
The staff and Dr's have always been friendly
Always helpful and kind
Because the receptionists were helpful, the doctor was polite and informative. And ease of travel.
Was made to feel I was making my symptoms up
It does not reflect my recent visit but it does reflect how unhappy I am about how long it takes to an appointment in general at the practice.
Because it his good
I will had a very educational session with the health trainer
Friendly staff. Important when you don't feel too good
Clean surgery, close to home  &  good appointment times
Dr Forrester in my opinion is unique in his profession, he listened with interest was compassionate, knowledgeable and understanding....Top notch
Very happy with the
practice and Gps - good
Extremely professional but friendly service
Appointment convenient and prompt
Always satisfied
Bev who I saw was really nice and professional as well as making my little boy feel comfortable.
So friendly atmosphere and so helpful
Because of the length of time you have to wait to get the appnmt in the first place
Been my doctors for nearly 50 years not a problem in those years
The important thing is to get an appointment which they are doing good
never had any complaints about sering dr or nurse so recormend st annes x
Because the drs and everyone are very helpful and friendly and put you at ease
Doctor was amazing
Not waiting too long and the doctors and nurses are very helpful
Appointment booked and met in full
Good staff
Was seen on time and Nurse had a thorough check and shared concerns in a professional manner.
Excellent Service.
very nice personal
Poor communication bad attitudes of certain receptionist
Good service and help
Overall great attitude from doctor
Well I've been with them all my life since a baby so I haven't got any complants
Because you are polite and work together under stress thankyou
Always have been happy with lovely staff and good care team
Happy with the service
I always feel I get satisfaction from the Drs/ Triage nurses and reception
Helpful, friendly doctor that was patient
Prompt efficient service at Ridgeway Surgery yesterday.
Nice and friendly doctor / nurses
Never been able to fault the service
Freindly service
I was dealt with care on my appointment
I had to wait a month to see a doctor

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