Patient Feedback

Our surgery is for you, therefore we do take seriously any feedback received whether good or bad.  If you have any constructive suggestions and comments regarding the services and care we provide, please do not hesitate to contact the Practice Manager, or our Patient Participation Group.

Below is a selection of just some of the recent patient feedback we have received directly, via our Patient Participation Group and through occasional surveys that we issue.  We are sure you will understand that we do not display any feedback that is not constructive, abusive or inappropriate and for privacy reasons we do not identify the writer.

All our staff work extremely hard.  Thank you to our patients who have taken the time to drop us a line with ideas and suggestions, but more importantly to express their thanks.

Drs King, Sinclair, Hatley & Gossage

 

Feedback

NHS England Friends & Family Test -  to access the short annonymous survey click here

"Having recently moved to the area, I cannot begin to describe what an absolute pleasure I find Richmond Surgery to deal with. Doctors and Staff are always polite, helpful - and personable! Appointments have so far been fairly easy to come by when required - I do not dread having to give the surgery a call! Repeat prescriptions can be organised with reasonable notice. Commuter clinics and the late opening pharmacy on site are a godsend! And the building itself is clean and obviously cared for. I would definitely recommend to new neighbours."

"I have been with Richmond surgery for 20 years, during that time I have found them to be very helpful with all of my medical needs. I have always managed to get an appointment with my own GP, who has got to know me very well, they are thoughtful, interested and has the time needed to spend with me, even through they are always rushed off their feet. The staff who answer the phone and do all the admin jobs are also very helpful and polite, even in times of great pressure. Richmond surgery I would recommend to anyone where the patient is always top of the list. Thank you to everyone at Richmond Surgery"

"The staff and doctors in this practice were really nice when I was ill last month visiting the area. Just a shame the doctors and nurses all have to work under such pressure."

"My wife and I joined the surgery in May, 1996 following our relocation from Kent. Since then we have had a daughter, born in 2002. In all that time I can honestly say that Richmond Surgery has been wonderful to all three of us. I particularly like the way they are willing to introduce new services to their patients in response to their catchment area's changing needs"

"Loved your newsletter, very informative and interesting".

"The opening of the pharmacy has been a real bonus for those of us who struggled to access services which opened 9 - 6 as is the case with the Linkway pharmacy. However its more than that, I have been very impressed with your staffs attitude which is always helpful and friendly. So my thanks again and I hope the pharmacy continues to operate as well as it does for the benefit of all at Richmond Surgery".

"I placed an online prescription request around 2210, confirmation email received 2228, text received to advise ready for collection at my chosen Pharmacy late p.m. the next day. Now that's what we call service, not even 24 hours."

"I would just like to express my gratitude to the lady I spoke to this mornig on the telephone whose name I believe was Kate. Her customer service was truly amazing and she dealt with my call efficiently despite me being cut off due to poor network coverage."

"Although I have only been on your books for a short time the efficiency and friendliness of your practice is very refreshing and a bench mark for others."

"Thank you for sending the latest Newsletter, which is informative and helpful.  I find the online booking and text reminders very helpful."

"Thank you so much for your interesting and highly informative newsletter."

"Very pleased with text reminders. I believe that it encourages patients not to not turn up."

Private Flu Clinic: "Please pass on my thanks to your two nurses, they were excellent and extremely efficient".

"I just wanted to say how impressed I was with the organisation for the flu jabs on Saturday. It was all very effective, quick and worked really well. I also wanted to feedback about how good the reception team have been over the last year - I've really felt that they couldn't have been more helpful or friendly."

"Thank you so much for such an informative Newsletter....it is good to be kept up to date."

"I rang the surgery at 8.00am this morning and my GP called back and had me sorted out within the hour....thank you very much for your A1 services." 

"The only way to improve things is for the Government to release more funding to the GP Surgeries....I think the surgery does an amazing job under the circumstances! My thanks to all the staff." 

"Early morning i.e. 7.00am - 8.00am appointments or Saturday mornings would be useful to routine appointments without having to take time off work...."  Introduced in Jan 2012. 3 mornings per week with our nursing team and currently 1 x GP 2 mornings per week.

"It's good to see that you are thinking about the telephone appointments system.........now that you've brought in the online system it's much less of a problem...." 

"just a token of gratitude for sorting out my prescription at such incredibly short notice. You guys and gals are my heros! Thank you."

"It isn't a suggestion, but I'd just like to say that your reception staff have excellent customer interaction skills." 

"The 'all calling at 8.00am thing' is a nightmare. Please find a better way. Aside from that I can't fault the practice. Quality of care is excellent, facilities good and clean, and waiting times perfectly acceptable. Thanks."  Our Online Appointment System was introduced in June 2011 in an effort to ease the telephone lines at 0800 for patients without online access.  We hope over time more patients will register for this new service.

"Can I have a 'well man' check up by the nurse every so often which includes dietary advice/cholesterol test/etc?" 

"The on line system is the best way to allow access and keep costs down. This must be expanded more." Repeat prescriptions online went live in autumn 2013

"Please can you implement on-line repeat Prescriptions ordering. Feedback from others using it are very positive." Repeat prescriptions online went live in autumn 2013.

"Find a way to reduce the amount of appointments missed" Introduced in June 2012, Text Appointment Reminders.

"I personally believe Richmond surgery provides a excellent service."

"Maybe try and put in a surgery for non urgent items- things that you don't want to trouble your doctor with but could be taken care of in an open surgery type forum..."  Our Minor Illness Clinic is available every weekday morning except Weds with our specialist Senior Practice Nurse for routine ailments and infections.

"I would like to add that I am very pleased with Richmond Surgery, everyone from reception to nurses etc and my doctor gives excellent service."

"There should be a message on the phone telling you where you are if in a queue" A new digital telephone system went live in December 2013 enabling queuing and routing.

"How can you improve a 1st class surgery? Well done"

"I cannot find much that is wrong with Richmond Surgery. I have been very happy with the help and care that I have been given since moving here 19 months ago. Thank you"