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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.  

July2017

july17
Able to get an appointment when required with a helpful doctor
Advice and service received from GP very good.
All ways had good experience.
Always  had excellent  service  and been  treated well  by all staff  I've been in contact with
Always a prompt and pleasant service
Always find Reception staff attentive and helpful.
Always find medical staff attentive and able/willing to listen and discuss the medical issues.
Always had good service
Always had good service
As I always like to see the same dr  as you feel more comfortable and at ease they do tend to listen and explain things to you.
Because I am always satisfied with treatment/consultation when seeing a Dr or nurse
because I have had good medical treatment
Because I have no problems with the service I get .
Because I was on time a the nurse was very helpful a pleasant
Because i was treated with care and patients
Because its difficult as it is to get an appointment. More patients would mean an even longer wait to see a Dr.
Because now you seem to get good service
Because the quality of care is high
Becauss these drs are very good and helpful and ftiendly thankyou.
Becuase its a friendly atmosphere
Care and treatmen
Convience too poorly to get to town nice receptionists who go out their way to help
Don't know
Dr Milton was really nice and explained everything
Dr seemed thorough, clear with information & took time in listening to me on both occasions.
Dr was thorough with the problem
Easy to get an appointment deal with quickly with health problems
Efficient and friendly handling of any issues or  problems.
Everything went smoothly
Excellent service
Fast friendly and efficient service
First class service and treatment everyone polite and courteousfrom arrival to departure
Friendly knowledgeable helpful staff
Friendly staff ready to help when needed
good response
Good service
Good service and excellent doctors who know what they are doing
GP's who listen despite the pressures they are under.  Receptionists that are helpful and don't treat you as a second class citizen.
Helpful staff nice doctor
I allway get looked after and thay r polite
I requested an urgent appointment and I was pleased to be given one the following day. The reception staff were very friendly and helpful.
I thought it easy answers to me know I read it give answers likely
I was happy with the speed and effiecency,that i was dealt with.
I was realy pleased with the receptionist and the doctor I saw
It was a pleasure to attend the appointment. The member of staff was very pleasant and professional. Thanks.
Iv been at this doctors for last 20 years and they've served me well, they response to getting me seen at the hospital has been excell
Length of time to get an appointment
Low standards on everything
My recent visit was easily arranged, my wait was short and the service i received was personal yet compassionate.
Never get in for you're appointment time and the receptionists are so rude!
Never had a problem all staff helpful
Never had any problems with centre and always get seen to by friendly doctors
Not always easy to get appointments
Nurse was easy to talk to and very knowledgeable
Only problem is that it takes ages to get any appointment.
Polite friendly staff and doctors.
Polite, n very courties,
Professional doctors and can book online
Prompt and friendly response from Staff
Prompt friendly and efficient service at Ridgeway Surgery.
Prompt professional treatment
Prompt service that was extremely friendly and professional
Quick efficient & very friendky
Quick response to ease my worries.
Quick system.
Receptionists are helpful
Nurses are helpful
Doctors are thorough
satisfaction
Saw a nurse when should have seen a doctor so waste of time going down.
Seen and treated fie
Simple Internet  appointment method.and a well explained problem to me by my doctor.
So helpful, never a problem booking an appointment the nurses are truly amazing and always run bang on time if not earlier
Staff very friendly
Staff were very friendly and helpful, I was made to feel at ease during the treatment and everything was conducted very professionally. Thank you.
Th phleb nurse i saw this a.m. was friendly,efficient nd easy t tlk to.
The nurse was very good feel much better now
The receptionists are very kind and helpful and make you feel welcome and the doctors and nurses are kind and do a very good job
The service is extremely efficient I had two appts  organised consecutively,  each member of staff was professional and friendly.
The team are professional and helpful, from first point of contact to the Drs. I have been with St Ann's surgery for 50 years (from birth).
The two nurses I saw were brilliant
The understanding and knowledge of the doctor I saw, Dr Bilton
They wa really good when my son needed his bloods taken and very friendly welcome at reception
Time waiting for appointments it took me nearly 5wek to get to see a doctor
Too early to give a fair opinion just after 1 visit
Too many mistakes and many concerns brushed off by medical staff, extremely unprofessional
Verry hard to c Your Own doctor can take 2 to 8 week's for a appointment
Very friendly and helpful.
Very helpful and humble and make you feel at ease
Very pleasant help full staff, telephone manner good
Very pleased with such a friendly service  and  a caring person who made me feel at ease.
Very quick to go in to the blood room .and hardly felt the needle .plus the nurse was nice
Very well organised, making appointments online/ prescriptions,, having them ready at the chemist- local to town centre.. perfect
When phoning to make an appointment I was offered one in nearly four weeks. This was too long.
You are never seen on time. I get that appointments can run late but when you are waiting over ten minutes they should be some kind of system to let you know

June 2017

June17
100% confidence in this Practice for eleven years since moving to Rotherham.
15minutes waiting after my appointment time
All staff &a nurse was very kind & helpful 😏
All the staff and Doctors are so nice and caring
Always been satisfide with our treatment by receptionirts and docters responce to our needs 
Always very pleased with the quality of service
An excellent service by the doctors and the other members of staff
Appointments system you wait to long am always waiting at lease 2 /3 weeks
Because i always see dr carter whi understands my neefs as is always there with goog advice has well as treatment
because I feel I have had good medical treatment but slow appointments
Because I have always been satisfied with the treatment that I have received
Because I have been with St Ann's for a lot of years and I have always been treated very good and never will I want to go anywhere for all my health problems
Because I was treat unfair before by this doctors
Because it's ridiculous that you have to wait 3 weeks to be seen by a doctor! If I'm poorly I should be able to be seen the same day are next!
Because my issues where addressed well at the appointment
Because of DR WALLER she is not just a very good dr but cares and has feeling for a patient
Because the doctor I saw was really caring, patient and listened to what was wrong
Because the doctor listens carefully to me is very thorough and i leave feeling confident about about the treatment given.
Because the Dr listend to me
Because the lady i have seen has made me realise i have not got a problem in the way i feel
Because the staff r friendly, polite and very helpful
Booked the appointment online and was seen within 2 hours.
Cant get 2 see same doc have 2 wait wks
Can't get appointments for weeks then cancelled without reason
Cos I moved address I carnt stay at your surgery wen I've been there nearly 33 years
Cos the doctor was very good to me
Dealt with a professional and caring helpful manner by dr carter
Doctor approachable and helpful also saw me on time.
Doctor was really nice and had plenty of time to help and cared
Doctors are good
Dr appeared to listen didn't rush and reassuring
Dr forester is a very kind and considerate doctor
Dr Owen Service delivers 100% at a times
Earley appt and did not have to wait too long to see a doctor about 6 days including the weekend .
Efficiency
Efficient,friendly and supportive from receptionist to the nurse .
Every member of staff has been really kind and professional.
Every time I use checking in machine it says take a seat  & it didn't go through to nurse been sat waiting over half hour
Everyone we know are registered with the medical Centre
Excellent service
Excellent service no problems what so ever
Expert service
Extremely helpful and friendly staff
Fast and friendly
Fast and professional.
Friendly doctors and nurses.
Friendly efficient service.
Friendly helpful doctor and pleasant experience
Friendly reception staff, great overall service
From arriving to departing treat promptly & profesionaly through out.
Get great service
Getting to see a doctor could be faster but other than that everything fine
Good fast service! Friendly and supportive doctor!
Good Gp,s and pleasant staff .
Good informative and efficient service
Good service for long term illnesses. Supportive doctors and excellent staff
Good service l received.
Good surgery
got good caring staff in every department
GP was really helpful & friendly. Only issue was the leadtime for an appointment with a female GP was approx 2/3 weeks
Great service. Outstanding gp. Organised. Efficient.  Caring. Skilled and talented. Really appreciated.
Had no problem when booking for b12 injections just problem when wanting to see specific doctor sometimes takes over 2 to 3 weeks
Happy with treatment but a long time to get an appointment
Helped me with my issue. And friendly.
Helpful , staff nice,  drs Ok
Helpful staff
Helpful staff, prompt service, good facilities
Highly satisfied with your service thank you
I always get good service and am not kept waiting
I always get the best service and everyone seems to go about their business very efficiently
I am pleased with the service I received from my gp practice
I cannot judge your practice after being registered. I have met no GPS etc.
I don't go that often but when I do its a good service
I don't know
I had appointment today had been ringing from 7.30 couldn't get through engage tone all the time couldn't log on to the online system either
I have a wonderful Dr  that has helped me through some very difficult times
I have always had a good experiance from all staff who i have come in contact with
I have had good advice where I am seeing weight loss since I started attending this session.
I might as well as not bothered 😕
I was seen at the appointment time and the nurse was extremely polite and efficient.
I was seen promptly and did not have to wait long to get the appointment
Im always pleared with eny results
It seems that speaking to others we have quite a good system in place, and I have recently required help which has been dealt with efficiently.
It was efficient careing and straight forward
It's a brilliant doctors
Its very  hard to get to see the doctor when you need one when it was in the other place it was alot better im  sorry to say
Just did
Lovely lady
My appointment was for 7.35 am i was in and out by 7.31 so was impressed by that
My doctors and all medical staff at st anns are the best i could not wish for any  better than st anns
Never  had  a  problem  going  ther staff  All ways    nice  and  friendly
Not happy with waiting time for appointments, its not good enough, but happy with service offered when get t see doctor
Nurse was very nice and pleasant
Once at the appointment it was fine, it was the length of time it took getting an appointment to see chosen GP which was the issue - hence a 2 instead of 1!
Pleasant staff and concerned doctors
Pleased with service
Polite, friendly staff. Seen on time.
Problems in getting appointments. New medication given over 6 months ago. No follow up
Prompt action from doctors
Reception was fine did not have to wait long to see the doctor and was looked after very well by doctor Bilton
Receptionist was very helpful over the phone, and on the front desk , very friendly and pleasant
saint Ann's medical centre is wonderful and very prompt in dealing with any health issues I have
Satisfaction
Some of the receptionists aren't very helpful and have terrible attitudes.
Sometimes when you ring up its the way that some people talk to you there attitude
Staff are excellent and the treatment I received was exceptional
Takes for ever to get a appointment
The advice given
The appointment was made for within 6 days of the request. The
The doctor i saw made me feel at ease and understood how i was feeling
The doctor I saw was really nice and listened to the issue I saw her with and recommended a good course of treatment for it
The doctor sat and listened to what I said he was very pleasant and explained things to me.
The health advisor is brilliant he made me feel important and improved my confidence
The staff are friendly and know what thay are doing, from seeing doc forester and having my xray all in one hour that is brilliant service,
The way I have always been treated with respect and treatment
There giving me the help i need
They where very helpful and listened
V clean surgery, easily accessible & on time
Very fast service and good polite docters and staff
Very happy with the service they provide
Very polite doctor very understanding and listened to everything that was wrong and gave the best medical advice he could was very happy
Very quick service receptionists know the system quite well. Phone service is excellent
Waiting 40 minutes past the time your actually supposed to see the doctor
Waiting a month for an appt is ridiculous esp when disabled and for carers and children! Drs are great at their job though obv under pressure!
Waiting times for an appointment
waiting to long for appointments
We have all ways been happy with our doctors no other reason
When I was ill I needed to see my doctor for medication I had no chance
Whilst telephone calls May be annoying..the receptionists are very good and very polite. .
Within 3 hours of ringing about my daughters ear problem we had seen a nurse who recommended treatment to resolve.

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
Perscriptions
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.
Satisfied
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
Staff
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


 
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