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Patient Voice

If you have any comments for the surgery there are a variety of ways you can let us know:

  • Visit our homepage to complete the online Family and Friends Test.
  • Complete the Family and Friends Test at any of the three surgeries.
  • Write a review on the nhs choices website at http://www.nhs.uk/Services/GP/ReviewsAndRatings/DefaultView.aspx?id=39436
  • Write a review on our Facebook page. Search Salisbury Medical Practice.
  • Contact Patient Advice and Liaison Service (PALS): Officers are available on 0800 389 7671
  • Contact NHS Wiltshire CCG on 01380 728899  

 

Please find attached comments received 2016

 Recent Feedback

March 2017

Patient: I was listened to! I came in for a routine test and was asked if there was anything else the nurse should know about, so i told her of another condition that i wasn't going to discuss originally at the appointment. She gave fantastic advice and i felt really able to talk without being dismissed. Absolutely wonderful! fghf

SMP: Glad to hear about your positive experience at Salisbury Medical Practice and that you were happy with your treatment.

Patient: Katherine Lee the nurse was very helpful and informative about my condition, and i was very pleased with her knowledge and freindliness. 

SMP: Thank you for your feedback and kind words, your comments will be passed onto Katherine Lee.

Patient: Great! professional, positive, freindly and very helpful. GP has got my trust she is excellent.

SMP: Thank you very much for your positive feedback. 

Patient: No magazines in waiting room.

SMP: Thank you for your feedback, we do have a range of magazines in the waiting room on the corner table next to the fountain Cafe.

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February 2017

Patient: Receptionist staff are always very helpful and accommodating. 

SMP: Thank you for your feedback, glad to hear that, your praise will be passed onto reception.

Patient: Very good surgery, excellent all round, clean and pleasant, very good.

SMP: Thank you very much for your feedback, glad you were happy with your experience at Salisbury Medical Practice.

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January 2017

Patient: I am satisfied with the care and treatment i receive from doctors and nurses.

SMP: Thank you very much, glad that you are satisfied with the care and treatment you received at Salisbury Medical Practice.

Patient: Salisbury Medical Practice is a fantastic surgery, from the receptionist to the doctors and nurses, very polite and helpful.

SMP: Thank you very much for your feedback, glad to hear you are happy with the practice.

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December 2016 

patient: Nothing. They meet all my needs.

SMP: Thank you, very happy to hear that all your needs were met. 

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November 2016

Patient: TBH nothing! you are all amazing and i am so grateful that we have you. 

SMP: Thank you very much for your feedback.

Patient: Nothing. Staff are extremely nice and helpful.

SMP: Thank you very much for your feedback. 

Patient: Katy Lee at the Leg Club was so helpful, well informed and educated me about my situation. Perhaps more nursing staff at Leg Club. We are extremely fortunate to have such a good medical centre.

SMP: Thank you for your kind words, I have passed on your praise to Katy Lee and am happy to hear Leg Club has helped you. As for nursing the Practice is working on that, we are organising for a trainee HCA to help with smaller tasks and to see if other nurses between clinics can come give a hand. 

Patient: Friendly and welcoming atmosphere combined with useful advice from experienced staff. Make sure enough staff each week to cope with demand. I appreciate this is very difficult where up take numbers cannot be predicted.

SMP:  We appreciate the compliment as well as feedback, we have currently taken on two new apprentices and a few new members of staff to help within the Practice. Hopefully you will see improvement.

Patient: Doctor was really friendly asked me all the right questions and didn’t rush, really understanding.

SMP: Thank you very much for your feedback.

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October 2016

Patient:All Nurses very helpful and polite. The dressings received to both legs were done to a high standard, very happy.

SMP:Thank you for your kind words towards nurses and treatment given.

Patient:Very impressed with the initial help of the cheerful receptionist and the speed in which a GP replied on the phone.

SMP:Thank you for the compliment, and excellent feedback.

Patient: All well except childcare. Need a play area for children, where have all the toys gone?

SMP: Due to a potential tripping hazard we have moved the toys out of the waiting area, however this has allowed us to put in additional seating. There is toys in the Doctors rooms and we also offer free Wi-Fi.

Patient: Reception helpful, Doctor did not rush. “System online” access is poor/ unduly difficult.

SMP: We are constantly assessing our online services to improve them for patient use.

Patient: Quick referral, two week wait. Quicker appointments and response to telephone calls as it rings for a long time.

SMP: We have our call centre upstairs in the admin room. When call lines are busy we have a system where other administrators or receptionists not on the call centre, all work together to answer as many calls as quickly as possible.

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September 2016

Patient: The nurse was skilled and very helpful in treating a wound on my leg. It is incredibly difficult to get through to a receptionist during the day/evening

SMP: Glad you found the skills to standard. Unfortunately our calls have increased recently, therefore we are now looking at a way to organise and answer more calls. Sorry for any inconvenience.

Patient: Waiting room area is light and spacious but lots of echo and a distance from consultation room if you wear hearing aids. Any chance of a digital display for the hearing impaired. Thank you.

SMP: Thank you both for the compliments and concerns. Your input has been passed onto the Practice Manager.

Patient: Then reception staff were very friendly and the doctor we saw was extremely helpful and very pleasant. Can I I suggest some benches into the areas immediately around the car park at the FIsherton House Surgery, I dropped off my mother (who is not walking very well at the moment) and then went to park the car, she sat on the low wall leading from the car park to the entrance. It would have been better if there'd been a bench to sit on.

SMP: Lovely to read your feedback on staff. As for the benches this something the Practice Manager deals with, we have passed along your ideas of a bench and hopefully should see some results in the future.

Patient: Bedside manner still exists both in the surgery and during home viaits.  Considering the pressure gps are under, the amount of work to which they are commited and the lack of gps in the country I am suprised that they do so well.

SMP: Thank you for your positive comments.

Patient: A long wait.

SMP: We do appreciate the high demand for appointments and always offer the first available. Clinicians may sometimes run late.  In these cases we do our  best to inform patients of approximate waiting times

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August 2016

Patient:  The surgery fitted everything into one appointment. It would help if appointments ran on time.

SMP: If patients do need to discuss more than one problem we would suggest that they ask for a double appintment.

Patient:  Care and treatment good. Diabetic services good.  I ordered a prescription on line and only received one item out of ten ordered.  This is the second mistake in one month, the surgery mislaid a letter.  Reception was overwhelmed with patients and confusion. Sad to see standards going downhill.

SMP: We regret your poor experience at the surgery. Reception can be extremely busy at times but we do try to deal with patients queries as quickly as possible.

Patient:  Receptionists were prompt and friendly when I booked in. It would help if doctors called for patients more loudly. A water dispenser would be welcome.

SMP: Than you for your kind comments about our receptionists. We will be sure to pass on your comments about the doctors and water to the Practice Manager.

Patient: Dr Obee Kendall listened and understood, she was honest but so supportive.  Absolutely fantastic!

 SMP:  We will ensure that Dr Obee Kendall is aware of your fulsome praise.

Patient: The receptionists work very hard and try  their best to man the phones to the best of their ability. Dr Rustom was very helpful and reassuring, she dealt with everything that needed to be dealt with.  I am bound to say that I have never liked the new surgery, my usual one on Bemerton Heath is cosy.

SMP: The receptionists will appreciate your acknowledgement of their hard work likewise Dr Rustom.  The new surgery has been designed as a modern facility offering a range of services, Bemerton, as a branch surgery, will always be  a smaller  facility.

Patient:  The receptionist Christine took extra care in chasing up test results, changing my details with the hospital and sorting out a prescription. Much appreciated. Super work.

SMP: Thank you for your comments. We will pass on your appreciation to Christine.

Patient: I dealt with Jane on reception. She was very helpful. Service is very good but appointments are hard to get.

SMP:  Thank you for your kind comments about Jane.  We do understand the difficulty in getting appointments and will always offer the soonest available.

Patient:  Whilst waiting for an appointment Sally was very friendly and helpful. Lovely lady! Christine was also helpful and lovely

SMP:  Thank you for recording your appreciation of Sally and Christine. We will be sure to let them know.

Patient:  I want to look after my health but I am thwarted by being excluded from health checks becauseI am deemed to be healthy. Without checks how do we know?

SMP:  NHS Healthchecks are being rolled out and you will receive an invitation in due course. If you have any concerns about your health a doctor will be able to speak to you and offer appropriate advice.

Patient:  Sister Badham is a really good old fashioned patient centered nurse. Thank you. It is really difficult to get an appointment. 2 - 3 weeks wait.  More receptionists please, it can take 5 minutes to get through. Receptionists seem really miserable.

SMP:  Thank you for your kind comments about Sister Tracey, we will be sure to pass on your appreciation. We understand the difficulty of waiting for an appointment, The doctor will always be able to speak to you on the telephone for same day advice. We do try to ensure that there are sufficient reception staff when required we regret your less than happy experience.

  Patient:  The practice swiftly rectified a problem, not of my own making. Giving 14 days notice for collection of a repeat script - why is it never ready? I would like it to be easier to see my own doctor.

SMP: The practice will always do everything it can to put right any problem. We do ask for 48 hours to turn around a repeat script. however, if the sort of delay to which you refer  occurs regularly please speak to reception.  It can be difficult to see a specific doctor, we recommend that you book well in advance for routine appointments. Urgent appointments can be dealt with by any doctor

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July 2016

Patient: Excellent service from all drs and staff. I would be sad if I ever had to leave. All staff are kind and go out of their way to help. A massive thanks to the whole team.

SMP: Thankyou for your fulsome praise

Patient:  I have always had a good response from friendly staff

SMP: Thank you for your positive feedback.

Patient: I have always had a responsive service

SMP: We are delighted that you have received positive care.

 Patient:  It is difficult to get an appointment to see my dr.

SMP:  We understand your frustration. Some drs can be more difficult to see than others. Please rest assured you will always be able to speak to a dr for any urgent advice.

Patient: Elderly patients may not have access to e mail. we need another way of communicating with drs.

SMP: The surgery offers a variety of ways in which you can speak to a clinician. Please do not hesitate to telephone should you need advice.

Patient: All my experiences with this surgery have been positive. Staff friendly and willing to help.

SMP: Thank you for your positive feedback

Patient:  Surgery always friendly and helpful.

SMP: We are pleased that your experience of the surgery has been a positive one.

Patient: Very good service.

SMP: We appreciate your positive comments

Patient:  It can be difficult to get an appointment to see Dr Deeks.

SMP: We understand the difficulty patients have when they want to see a specific doctor. We will always do our best to find an appointment with your preferred GP.

Patient:  Always friendly and thorough.

SMP. Thank you for taking time to feedback.

Patient:  The surgery has always been helpful in all aspects of requests and appointments.

SMP: We are delighted that you have been satisfied with the service we provide.

Patient:  All the doctors are very helpful.

SMP: Thank you for your kind comments.

 Patient: No complaints with this practice. I wish the waiting time for appointments was shorter.

SMP: We appreciate that it can be frustrating to wait for appointments. Rest assured you will always be able to speak to a doctor by telephone for urgent matters

Patient: Very good with call back to patients on the same morning.

SMP:  We believe that this triage system is the most effective way to meet the needs of our patients.

Patient:  Fantastic!

SMP: Thank you.

Patient:  Good service, friendly doctors. Midwives are very good. Communication is good.

SMP:  We appreciate your kind comments.

Patient:  First class surgery especially Drs Deeks and Barnatt.

SMP: We are delighted to hear that you are satisfied with our surgery.

Patient:  First class.

SMP: Thank you for your feedback.

Patient:  You can't see the doctor you want to.

SMP: We understand that it can be difficult to see the doctor of choice but do our best to offer the soonest possible appointment. All doctors are able to help should you need an earlier appointment.

 Patient:  A good experience from friendly staff.

SMP: Thank you for taking the time to record your thoughts.

Patient:  Always a good response when phoning in, good diagnoses, good location make parking easy.

SMP: WE are glad to receive your positive comments.

Patient:  I have always had a good experience from friendly staff

SMP: We appreciate your comments, thank you

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June 2016

Patient:  Went very well. Happy with dr.

SMP:  Thank you for your positive comments

Patient:  Nurse Howard Jones is really nice. She made me feel comfortable throughout the consultation. She explained everything as she did it and allowed a break  when I needed it  Sound echoes in the waiting room, it can be difficult to hear your name when it is called.

SMP:  Thank you for your kind comments. We wil ensure that Nurse Katie is aware of your appreciation. We will take on board your comments about the waiting room.

Patient:  The dr was very nice and listened to me - very thorough.  There is no continuity of care for patients with long term conditions

SMP: Thank you for taking time to feedback your thoughts. we are delighted that you have been happy with the dr you have seen. We appreciate the difficulty patients have in seeing the same dr each time. We do our best to ensure that patients see the dr of their choice.

Patient: I was seen by a nurse.  I would be extremely likely to recommend Salisbury Medical Practice to my family and friends

SMP Thank you for you kind comments.

Patient:  Receptionist very kind and helpful. It would be better with 2 receptionists.

SMP:  Thank you for recording your salisfaction with our receptionist. We do try to ensure that there are sufficient staff on the desk at busy times.

Patient:  I have found my experience impersonal. I do not know who my dr is.

SMP:  We are so sorry that you have had a less than happy experience here.  We are very  willing to confirm the name of your usual dr if you contact us.  Should you wish to see a specific dr we will do our best to find you an appointment

Patient:  Excellent drs and nurses, polite receptionists. 5 star care every time.

SMP: We are delighted that you have been so happy with your experience here at Salisbury Medical Practice.

 

Patient:  Thorough examination. All staff are polite and very helpful. I would not change anything, the practice is good as it is.

SMP: Thankyou for your kind comments.

Patient:  I had a fantastic experience, thankyou. Please give positive feedback to reception staff.

SMP: We are delighted that your experience was positive.

Patient:  The doctors and nurses give very good service. The music is intrusive.

SMP:  We are glad that you have been satisfied with the care provided by our clinicians. We note your comments about the music however, this is provided to support confidentiality for patients in nearby consulting rooms.

Patient:  Care and treatment OK. You need more receptionists, I am often waiting for ages for the phone to be answered.

SMP: Thankyou for your positive comments regarding the care you receive. We appreciate your comments about the phones, these can be extremely busy at certain times of the day. Rest assured we endeavour to answer the phones as quickly as possible

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May 2016

Patient:  They help me with my problems

SMP: We are pleased that you have found our doctors helpful

Patient: Leg clinic very good. Improved appointment system - not so long to wait. There is always room for inprovement, if you want to see a doctor you don't want to wait a week or more.

SMP: We have been delighted with the success of the Leg Club and will be sure to pass on your comments to those involved. We acknowledge your comments about waiting times.

Patient: Smiley receptionists and helpful.

SMP: thank you for your kind comments.

Patient: I was not scared.

SMP: We are pleased that you felt at ease during your time here at the surgery.

Patient:  Polite and professional service: Thank you

SMP: We appreciate you kind comments

Patient:  Very kind and caring - all my worries and concerns answered quickly. Just to say, thankyou.

SMP:  We appreciate your kind comments.

Patient:  Excellent.

SMP:  We are delighted that you have been so happy with our service.

Patient:  Very caring, I did not have to wait to long.

SMP: We do try to see our patients as promptly as possible we are happy that you were satisfied with the service you received.

Patient:  Efficient and timely.

Thank you for your positive feedback

Patient:  Extremly good.

SMP:  Thank you for taking time to feedback. Your positive comments are appreciated

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Apr 2016

Patient: Professional, warm and kind. Put my mother at her ease.

SMP: We are delighted that your mother felt comfortable during her time in the surgery.

Patient: Reassuring

SMP: Thank you for your positive feedback.

Patient: When you can see a doctor I have always been happy with my care. Due to a clerical error I had to wait two weeks for medication which had been prescribed promptly by my doctor.

SMP: We are aware that it may take time time to see a doctor of your choice. Rest assured that you will always be able to speak to a doctor on the same day for more urgent matters. All staff are aware of the importance of ensuring that prescriptions are available promptly. We regret the delay you experienced on this occasion.

Patient: Nurse Sutton was very friendly and explained lots.

SMP: Thankyou for you kind comments, we will ensure that Lynn is aware of your gratitude.

Patient:  Seen promptly, running on time. It can be difficult to get appointments outside of school hours.

SMP: We are pleased that you were seen in a timely manner. After school and after work appointments are at a premium, we do our best to offer as many as possible and  open until 8.00 pm every night in order to do so.

Patient:  You care.

SMP: We are delighted that you appreciate the care we provide here at the surgery.

Patient: Doctor didn't make me feel as if I was wasting their time.

SMP:  We are glad that the doctor made you feel at ease during your consultation.

Patient Good experience again!

SMP: We are delighted that you continue to be happy with the care we provide.

Patient: Doctor listened carefully and took time.

SMP:  Thank you for taking the time to record your appreciation of the doctors here

Patient:  Son was late from school for an appointment. No sign of annoyance. Nurse needs to call name louder.

SMP: We are glad that we were able to be flexible about the appointment on this occasion however, we do try to keep to time in order to avoid frustration for other patients. It may be difficult to hear your  name called during times when  that the waiting room is very busy. Rest assured that the doctor or nurse will call your name more than once.

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Mar 2016

Patient: The most amazing surgery, staff are incredible. Been here for years and I like it.

SMP: Thank you for taking the time to feed back. We appreciate your positive comments.

Patient: From diagnosis my treatment has been excellent. Katy Lee has explained so much about my condition and helped me to understand it.

SMP: Thank you for your kind comment. We will be sure to pass on your appreciation to Katy.

Patient: Referred to physio - worked extremely well. Took a while to get a hospital appointment and  I nearly gave up.  Keep up the good work.

SMP: Thank you for your positive comments.

Patient: Good polite service.

SMP: Thank you for your kind comment

Patient: My doctor is always helpful and informative. Reception is always helpful.

 Thank you for taking the time to make your positive comments regarding the surgery.

Patient: Never had any problems

SMP: Thank you

Patient: Always been able to get an appointment when requested. Telephone apppointment service is very useful.

SMP: We are pleased to hear you are happy with the service we provide.

Patient: The doctors really listen and give you all the  help they can.  People on reception are very kind and caring also.  If you phone for an appointment they will get you a lelephone call within a few days or on the same day if urgent.

SMP: Thank you for your very positive comments which have been shared with the team -  We are pleased to hear you are happy with the service we provide

Patient: I have been a patient here for 23 years and have always found the staff helpful and friendly as are the doctors.

SMP: Thank you for your very positive comments which. We are pleased to hear you are happy with the service we provide.

Patient: The very best surgery that I have visited out of many.  Pharmacy less efficient.

SMP: Thank you for taking the time to make your positive comments regarding the surgery.

Patient: Because the pleasantness starts with reception (counts a lot) the understanding and attention from the doctors is second to none.  Dr Barnett you are special - thank you for your superb attention.

SMP: Thank you for your very positive comments which have been shared with the team -  We are pleased to hear you are happy with the service we provide.

Patient: All GP's and staf are very helpful and caring at all times

SMP: Thank you for taking the time to make your comments

Patient: Dr Barrett is a good doctor and the receptionist are all helpful and friendly

SMP:  Once again a happy patient, thank you

Patient: Doctors and staff are very kind and helpful

SMP: Thank you for your kind comment

Patient: A very helpful appointment. Time was taken by both Dr Brown and student Charlotte. The advice given was really helpful- It would be helpful to get an appointment earlier rather than wait several days for the system to be updated.

SMP:  We are sorry you had to wait for an appointment but pleased that you were so pleased with the service provided.

Patient: I have found everyone here is concerned for my health and they are extremely helpful.

SMP: Thank you for taking the time to make your comments.

Patient: The triage service is good there is a good atmosphere her at WHC though some frustration with inconsistent  midwife appointments.

SMP.  We were sorry to hear you had problems with midwife appointments, hopefully this has now resolved.  Thank you for you positive feed back.

Patient: Very good service

SMP: Thank you

Patient: Very happy with the doctors.

SMP: Once again an happy patient, thank you.

Patient:  I have had a very caring experience on many occasions.

SMP: Thank you for taking the time to comment.

Patient: Always caring and accommodating of my complex health issues

SMP: Clearly in this situation you need good support, it is nice to be reassured that this is your experience.

Patient: A friendly and caring surgery

SMP: Once again a happy patient, thank you.

Patient: Lovely GP's and reception staff with a warm smile and helpful too.

SMP: Thank you for your positive comments

Patient: very friendly and helpful, Dr Barnett is amazing

SMP: Thank you very much, your comments have been passed on to the staff.

Patient: the doctors and receptionists are all very helpful and pleasant, polite and courteous.

SMP: It is good to know the surgery staff work so well as a team

 

Patient: I do not come to surgery often, but when I do everyone is helpful and I leave satisfied.

Thank you for taking the time to comment

Patient: Friendly and helpful staff - please use email more.

SMP: Currently we only utilise email for patients to order repeat prescriptions.  It is felt that access to emails for every aspect of the practice would be too difficult to manage: both clinical and admin staff would very quickly become swamped with emails.  Therefore at this time there are no plans to expand the use of emails.

Patient: Friendly confident staff, very satisfied.

SMP: Once again a happy patient, thank you

Patient: Very satisfied with the care given.

SMP: We are pleased to learn you are happy with the service provided.

Patient: I am very well looked after when I need to see a doctor.

SMP: Once again a happy patient, thank you.

Patient: I have a long relationship with my Dr and value continuity The team always make every effort to fit patients in during busy periods.

SMP:  Thank you for your positive comments.

Patient: Everything smooth and efficient, quite happy with the current service.

SMP: We are pleased that you are happy with our services.

Patient: All GP's seen to date seem very good, thorough and friendly. Appointments are too hard to get at short notice, however triage is very good for emergencies. checked on line today and no appointments for almost 2 weeks.

SMP: Thank you for your positive comments.  We are aware and trying to address the matter of appointments for patients, we are pleased to hear you found the triage system worked for you.

Patient: Nurse was very friendly and helpful.

SMP: Once again a happy patient, thank you.

Patient: Good communication fitting me in for an appointment, examination was excellent - thank you.

SMP: We are pleased to learn you are happy with the service provided.

Patient: I rang up concerned about atrial fibrillation, Christine went the extra mile to reassure me and arrange an emergency appointment with Dr Taylor. I was initially apprehensive about transferring to a big practice, thankfully my fears have been dispelled.

SMP: Thank you for your very positive comments which have been shared with Christine. We are pleased to hear you are happy with the service we provide.

Patient: If the GP wants to see me, why does he not simply text me? to rely on some words on the back of a repeat prescription is not a good way of communication, especially if repeat prescriptions are sent to a pharmacy as the message is very likely to be missed.

SMP: The practice of making this note on the back of prescriptions, whilst not perfect, can work for some.  We agree that texting this same information is a sound idea, we have yet to have the technology for  such 'one off' texts (although as you know we are able to confirm and remind patients about their appointments).  I would like you to know that The Practice Manager is going to look into how we can provide such a service.

Patient: Time keeping could be better as I was kept waiting 20 minutes late for my appointment.

 

SMP; It is unfortunate that one or two patients prior to you took a little longer than anticipated.  This can occur occasionally and we can only apologise for any inconvenience caused.

Patient: I called around 5pm to speak to Doctor prior to the weekend. I was told to use 999 service. I insisted that I did not want an ambulance but was assured that the receptionist would get them to call me. Of course it did not happen, a paramedic turned up

SMP: We apologise for any inconvenience caused by this course of action.  The person who advised that an ambulance service was your best option was taking the safest course of action, as you must at the time of the call, have sounded quite ill and in need of urgent attention.  It would appear it did not seem appropriate for you to wait to speak to the triage doctor. We hope the paramedic was of assistance to you.

Patient: I find your answer phone message extremely off putting and unwelcoming with a stern voice - immediately annoying . "If it is an emergency please dial 999" - most people know the difference and are phoning their GP/surgery for and are phoning their GP/surgery for an appointment.

SMP: We are sorry you do not like the message left, the intentions was to prevent patients who are suffering dangerous symptoms from hanging on to speak to a practice doctor, as some people will do in the panic of the moment.

Patient: Prescription service is very unreliable, Tandy's very good , repeat admin service not so good. I had waited 4 wks to see the doctor of my choice and because I had 3 things to deal with he was brusque, bad mannered and nearly missed that I haven't had  a BP check for 12 months.

SMP: We are sorry to hear you feel you find the prescription service unreliable and admin no too good.  We take all comments very seriously and amend practice when it becomes clear there is a consistent problem. We do appreciate that patients do prefer a measure of continuity and prefer to see the same doctor, but please rest assured that all your clinical history is noted electronically and it is easy for whoever sees you to make themselves fully aware of your on going issues and care. I am sorry if you found the doctor brusque, however a 10 min appointment on allows time for one issue to be addressed, should you feel you require longer, it is possible to book a double appointment.

Patient: It takes 10 mins to get through to the practice on the telephone - that is not good enough

SMP: Please be assured that there are always staff on duty taking calls, but I accept that at busy times i.e. Monday mornings and in particularly before or after a bank holiday.  At such times some of the admin staff help in taking calls. We are sorry to learn that you had to wait to speak with a doctor, I can assure you that there are always staff on duty taking calls and we do try to keep the delays to a minimum.  Should a duty doctor not be able to assist you, it is possible where necessary to put your name down to speak to the doctor of your choice when they are next on duty.

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Feb 2016

Patient: After attending a Diabetics UK Day I realise what very good care I receive from Alison the Diabetic nurse at SMP.  Every query is met with patience and kindness.  I had previously thought this care was routine, I am now award it is not - Thank youl

SMP: We were very pleased to learn you found the day so helpful and it is lovely to be appreciated - your comments have been passed to Alison.

Patient: Good communication and very reassuring.

SMP: Thank you

Patient: The appointment with the nurse was very helpful.

SMP:It is kind of you to take the time and let us know how your visit went.

Patient: The knew what to do, but please warm your hands before examining a patient!

SMP:Thank you for taking the time to comment.

Patient: The staff at Bemerton Heath are very helpful.

SMP:  The Bemerton Heath team were pleased to hear of your kind comments.

Patient: Dr Henderson very very good on spending timea and takng tests very quickly.  I would highly recommend this doctor.  I would like the surgery to be open at weekends.

SMP: Thank you for your kind comments which have been passed on to Dr Henderson.  There is a surgery available at Salisbury Medical Practice from 8am - 8pm Monday to Friday, currently there are no plans to open on Sundays, but there is always the Walk-in-Centre or 111 facility for out of hours care.

Patient: I was at breaking point with this eye prescription and Jane, the receptionist was such a lovely lady who tried her best to sort it out.  Thank you for your kindness.

We have ensured that Jane is aware of your very positive view of her, thank you for taking the time to bring this to our attention.

Patient: Bemerton Heath - I would like to be able to see the same doctors.  Love the receptionists.

SMP: We are pleased to  hear you appreciate the receptionists, thank you for that.  We do appreciate that patients do prefer a measure of continuity, but please rest assured that all your clinical history is noted electronically and it is easy for whoever sees you to make themselves fully aware of your ongoing issues and care.

Patient - Leg Club:  This was sheer bliss, I am totally without adverse criticisms of the servic, I was pleasantly pleased to notice progress and such professional care.  I will attend again.

SMP: Thank you for taking the time to comment and we look forward to seeing you again.

Patient - Leg Club:   This service from the nurses has helped to clear leg ulcers and all now good.

SMP: Nice to know that results are being seen so early in the introduction of the service.

Patient - Leg Club:  the whole visit was brilliant from reception to nurse, to refreshments.  We are lucky to have such a resource.

SMP: So good to learn that this new initiative is proving popular with patients. - thank you for taking the time to comment.

 Patient - Leg Club:  Very good in all aspects, no changes required.  first class treatment in all we have dealt with.

SMP: We are very proud of the new 'Leg Club' run on Tuesday morning.  It is proving popular with patients and we hope it will expand by word of mouth in the year ahead.

Patient Leg Club:  Always excellent and caring, there is attention to detail throughout the practice.  However, getting appointments can be difficult but it always work in the end.  Excellent service when here.

SMP: Thank you for taking the time to complete the Friends and Family cards,it really helps us to improve the service give.

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Jan 2016

Patient Leg Club: this venture will serve more than just medical needs; it will provide an interesting social venture to those who attend regularly.

SMP: Thank you for this and we agree with your sentiments

Patient:  Dr Henderson was welcoming and friendly with a perceptive appoach.

SMP:  Thank you for your positive comments.

Patient:  The most helpful receptionist Lynn listened to my  problem and then put me on the triage list.  A doctor called me within 5 mins and I was seen and treated with a prescription all  within an hour.  People call the NHS but my treatment from start to finish was faultless- THANK YOU.  Please carry on what your doing and a big thank you to Lynn for seeing how upset I was and helping immediately.

SMP:  We were heartened to read your comments, it is a great result when everything works as we plan it to - thank you.

Patient: (from a patient with a bad experience in the past) Dr Henderson very very good, spent time explaining everything, good attitude, there should be more doctors like him and Dr Green  in the practice.   I am not happy with the triage nurse who asks all of the questions and gives appointments, it is personal.

SMP: Thank you for you kind comments re Dr Henderson and Dr Green.  With regards to the triage nurse asking questions, she has to do this to ascertain whether patients need simply advice or a prescrition, or if they are clinically in need of an 'urgent on the day' appointment. We are sorry  if you found this difficult.

Patient: The staff are always honest and I am fery happy with how I am treated - please keep the surgery at Bemerton Heath.

SMP:   Please rest assured there are no plans to close the Bemerton Heath surger, thank you for you lovely comments.

Patient: Please turn off the radio (Bemerton Heath).

SMP:  Thank you for taking the time to comment on the surgery.  You may have noticed that most of the clinical rooms go off of the main waiting area.  It is true to say that in such a small space,  there are occasions when the doctor/nurse or patients could be overheard by patients waiting outside and this is the reason we have the radio on.  We are sorry if you find this annoying and we will ensure that the volume is monitored to an acceptable level.

Patient and Cafe user:  Everything was fantastic from the doctors to the lovely reception staff.  However, the main point I want to make is about Sally, who runs the cafe.  I have observed how people come to the cafe with mental health problems, or just to sit after an appointment and Sally is so open and friendly that people automatically feel at ease to talk to her. This is enhancing the practices' reputation as a warm and friendly environment where people can feel at ease and safe. This is mainly down to sally's warm nature.  Thank you also to the lovely man at reception, who helped me to fill in a form for Lift Psychology.

SMP: Thank you so much for your comments, in particular you comments about Sally which have been shared with her.

Patient: It is so warm and friendly and inviting. Everyone cares from the staff in the cafe to the lovely receptionists and telephone receptionists.  The doctor are brillian Dr Hewetson, Dr Burns, Dr Sharpe and Nurse Lyn.

SMP:   Your encouraging comments have been shared with the team and are very much appreciated.   -  Thank you.

Patient:  it is all excellent, James at reception has wonderful mannerisms and is so very kind.  He gives you a very warm welcome and enables you to feel safe and secure when you arrive - nothing is too much trouble for James he is an asset to the practice.

SMP:  Thank you very much for the above, this was a glowing recommendation indeed and has been passed to James.

Patient: Very understanding doctor and there is nothing I would changes.

Thank you for taking the time to fill in a comment card and for your positive comments.

Patient:  I find it very easy to speak to a doctor, but difficult to see the same GP for ongoing issues.

SMP:  Unfortunately, this is not possible as a rule as there are 'duty doctors' managing 'on the day'  appoinments whilst the rest of the clinicians have fully booked clinics when they are not duty doctor.   As stated below  all your clinical history is noted electronically and it is easy for whoever sees you to make themselves fully aware of your ongoing issues and care.

Patient: Dr Hamley is a fantastic.  I would like to be able to make urgent appointments with the same doctor who knows my case.   Service can always be improved, but it is very good considering government spending cuts etc.

SMP:  We have passed on you very positive comment to Dr Hamley - thank you.   With regards to haveing 'urgent on the day' appointments with a doctor who knows your case.  Regretably, this is not possible as a rule as there are 'duty doctors' managing 'on the day'  appoinments whilst the rest of the clinicians have fully booked clinics when they are not duty doctor.   As stated below  all your clinical history is noted electronically and it is easy for whoever sees you to make themselves fully aware of your ongoing issues and care

Patient:When I put a repeat prescription in,  I need it as soon possible, not the following week.  I was ill for three days and had to call for an urgent appointment.   I does seem since Dr Jameson and Dr Baker left that the doctors do not know your history and are not as compassionat,  I sometimes feel like changing my doctors.

SMP: I am sorry your prescription was delayed and you became ill, please do not leave it so long to ring the surgery in future as we can always sort prescription issues out.  We were pleased to learn that you were given an 'urgent on the day' appointment when you needed it. Referring to your comments about the change of doctors, everyone prefers to keep the doctor they  have seen for many years, however, doctors do retire and in honesty the NHS has changed a great deal in the very recent past.  We would like to reassure you that all your clinical history is noted electronically and any clinician you have an appointment with will be aware.  We hope in time you will get to know the new doctors, start to feel at ease with them and have confidence in thier ability.

Patient: I think it depends on who you see, Patient: I have a good relationship with Dr Allen, although I do not like having to use different venues.

SMP: Thank you for your kind comments regarding Dr Allen.  I am sorry you find it inconvenient to attend other branche.  The Practice is larger now and there are more appointments available, all be it patients have to travel a little further out sometimes.  However, for those patients who request to see the same doctor it is worth thier while if the doctor is on duty but at another branch.

Patient;  I was given an appointment as soon as I needed it. I have always found the surgery, doctors, nurses, kind, empathetic and thoroughly professional.  Thank you.

SMP:  We are pleased that you received good service, thank you for commenting.

Patient: .  I was very upset that after a doctors visit to my mother in a care home she was left with wax in her ears.  Only after I intervened some 7 days later did you sort out  some drops to soften the wax,  so that the nurse could attend to syringe her ears.  I am sorry to say your staff on the front desk were not exactly easy to speak to and were not very empathetic; very dismissive Better communication and better care of an elderly lady, front desk needs to be more sympathetic and approachable.

SMP: We were extremely sorry to read your comments, what you describe does not reflect the  standards to which the Practice aspires to.  Having spoken to you on the telephone the issues you raise are now being addressed through the formal complaints procedure. 

Patient: Always looking after me, I cannot ask for any better

SMP: Thank you for your kind comments

Patients: Doctor listened to my input

SMP: Thank you for taking the time to comment.

Patient: I rang and a doctor rang me back and offered me an appointment that morning, this was very much appreciated

SMP: Many thanks for your positive comments. There are always 'urgent on the day' appointments available, for those patients who are in need.

Patient: I was given an explaination of my illness, other symptoms to look out for and an honest opinion re how long my illness will last - all without me asking any questions.  I saw a new doctor today who was really really helpful.

SMP: We were very pleased to learn about your positive experience.

Patient: I rang the doctor and he saw me the same day.

SMP: Thank you very much for your comments.   As stated  above, there are always 'urgent on the day' appointments available, for those patients who are in need.

Patient: The doctor took the appropriate steps and was effective.  However, when making routine appointments it can take up to two weeks to be seen which can be a long wait.

SMP: Thank you for taking the time to post your comments, the same day service is always available to patients needing an emergency consultation.

Patient: I am always happy with the care I get at Bemerton Heath Surgery.   One thing that could be improved upon is the phones being answered quicker.

SMP:  Please be assured that there are always staff on duty taking calls, but I accept that at busy times i.e. Monday mornings (particularly before or after a bank holiday).  At such times some of the admin staff help out by SMP: We are sorry to learn that you had to wait to speak with a doctor, I can assure you that there are always staff on duty taking calls and we do try to keep the delays to a minimum.  Should a duty doctor not be able to assist you, it is possible where necessary to put your name down to speak to the doctor of your choice when they are next on duty. Thank you for your positive comments regarding the Bemerton Heath Surgery.

 

 

 



 
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