Friends and family questionnaire results

Some Comments Received from March were:

• Very prompt appointments, kind and supportive staff. Overall highly efficient but also very sympathetic and responsive.
• The team who work at the QMC is seen to work well together, which means they engage the public, have patience, and although they may be exhausted from working in healthcare, I am full of appreciation for their efforts. Today’s life asks a lot of people.
• We feel we are very lucky here in Nether Stowey to live in a village with such an efficient medical centre.
• All the staff and my doctor (dr stone) are very approachable and definitely respectful of my needs. It’s actually a pleasure going into this surgery, as you know there is a smiling face to greet me.
• Appointments are available when needed. The doctors and nurse (Carolyn) are really nice and very professional. They listen to you and take any necessary action
• Because the service and care I receive at the medical centre is very very good. All the staff both medical and administrative are helpful informative and efficient.

Things we Could Improve on:

• Weekend  cover rather than phoning 111– We are open on a Saturday between 8.30am – 10am
• When blood tests and x-rays are taken consideration should be given to inform patient of negative results as well as positive. – We are unable to contact every patient with negative results this would require a huge increase in staffing to cope with the additional administration for little benefit. In the patient booklet when patients register it states clearly that patients will only be contacted with positive or concerning results. There is a Patient App that patients can download to obtain all their results, or for the patient to contact us to ask if unable to access the NHS app.
• Get a blood pressure machine perhaps–  not sure what this means we have many blood pressure machines and are able to also loan these out to patients
• I could be mistaken but there didn’t appear to be any customer toilets which made my last visit a bit uncomfortable. –The patient toilets are in the entrance to the building which you would have walked past, as well as a patient toilet near the Drs rooms for when they require a sample during an appointment
• Text reminders on prescriptions. – we will look into this  
• Medical cover at weekends other than 111– the NHS contract for weekend cover is with 111, we are open on a Saturday between 8.30 am and 10 am.
• Longer opening hours for the dispensary – We are unable to provide this without additional funding, and staffing, patients are able to pick up medication from Reception outside of these hours. The Dispensary team need time to make up scripts, order and put away orders of medication without constant interruptions form the dispensary window.

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from February were:

• I’ve just changed to Quantock Medical Centre and can’t believe how easy it is to make an appointment to see a doctor compared with my previous doctors. The service based on my treatment by all staff at the practice is 5 star.
• I didn’t think practices like this existed any more.
• Receptionist & dispensary are always very helpful. I have always got an appointment easily if needed & the doctors listen and are respectful, kind and on the ball
• It is a lovely practice, staff are very caring, friendly and helpful
• I was very impressed with the care and kindness I was shown and the promptness with the appointment!
• The team was very professional from the outset , the pharmacy attached to the surgery is such a benefit for those who can’t get out the village, the dispensing team were really kind and helpful.
• My visit today was for quarterly bloods. Nurse as always, very professional and welcoming. Was seen on time (if not slightly early) so no hanging around. She knew exactly what I was there for and seemed to know my history. Felt like a person rather than a number.

Things we Could Improve on:

• Maybe longer times for picking up prescriptions. – This is a regular request, if someone really can’t make the times they can ask at reception or a Saturday morning. The team really do need time without interruptions to complete orders and stock control.
• Saturday appointments – We are open on a Saturday between 8.30 – 10am, this is on the website, on the signs outside the building, and has been for many years
• Move the table from in front of reception, or use a smaller table – Table was placed here to try to avoid patients pushing each other out of the way and pushing themselves through the hatch, which was a regular occurrence when table was not there. This can be removed and monitored to see if previous issues occur again
• Would like to see and speak to a doctor face to face not on a telephone – Patients can see doctors face to face and always have done, if you would like a face-to-face appointment please phone up and ask for one

PTO

• A little more privacy when booking in or making an appointment at reception. – if you need privacy, you can ask the receptionist to take you to the side of the office out of view. Unfortunately, the building is quite old and it would be difficult to change the layout, if you have an idea on how to change this please do come and discuss with eth Practice Manager your ideas.
• Just back ground music, especially when you have tinnitus. – to be installed by the Practice in the next few weeks
• Sound proofing the consultation room that opens onto the waiting room as you can sometimes hear people (I noticed this on a previous visit before Xmas  – not this one – and my last two consultations have been in Dr Stone’s room which felt more private) – we will be installing background music to help with this problem

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from January were:

• Just a very good surgery.  Reception are friendly and the drs and nurses go above and beyond even if just to put your mind at ease
• Just a very good surgery.  Reception are friendly and the drs and nurses go above and beyond even if just to put your mind at ease.
• Because the whole team go above and beyond their duties to help every patient
• It’s always easy to get an appointment. Good personalised communication system and appointment reminders. Well coordinated communication with the specialist departments and consultants at the local hospitals enabling prompt access to more specialist treatment when it is necessary.
• It’s a friendly practice and you can get an appointment without waiting weeks, which it what I hear about other practices. I always feel like I’m in good hands and I trust the staff who work there.

Things we Could Improve on:

• Extend the collection time for prescriptions and provide a service over the weekends. – This is a regular request, if someone really can’t make the times they can ask at reception or a Saturday morning. The team really do need time without interruptions to complete orders and stock control.
• We are open on a Saturday between 8.30 – 10am
• Provide up to date test results on the nhs app.  -? These should be available  on the app not sure what is meant by this?
• Perhaps ensure Pharmacy telephone is better manned – Unfortunately the Dispensary telephone line still rings when they are on the phone, it is manned the whole time it is open. There are many other ways to request a repeat such as on line, by email, in person, on paper.
• Background relaxing music in waiting room. – to be installed by the Practice  

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from December were:

• This is the best medical practice I have ever been registered with. The staff are very kind and caring and I have always been able to get an appointment when I have needed one.
• Because all the staff are friendly and empathic and my issues are dealt with either by very competent nurses or by the doctors. Can’t ask for more really 😀
• Friendly and helpful receptionists. Ease of getting appointments. Doctors take care to listen to you. Repeat prescription orders available online with prompt excellent service.
• Amazing service. Nurse so kind. So grateful for the excellent level of care. So lucky to be with this practice. Thank you!
• Everyone at the medical centre has been incredibly kind to me and the difficult time I’m going through, they go above and beyond.

Things we Could Improve on:

• Very helpful and polite, it’s a pity no one is there on a Saturday for advice or a doc on. – We are open on a Saturday between 8.30 – 10am
• Too many notices on walls and doors. – We will have a look at this again as we have also had patients complaining that there is not enough information up for them to seek help and can not wait for the information screen to turn around.
• Put answering machine on Dispensary line when it is closed. – We do not use the answer phone dispensary there are many other ways to request a repeat such as on line, by email, in person, on paper.
• Maybe to be able to pick up prescriptions earlier in the afternoon? – This is a regular request, if someone really can’t make the times they can ask at reception or a Saturday morning. The team really do need time without interruptions to complete orders and stock control.
• Sometimes it would be helpful to talk to someone by phone for advice. Someone with medical knowledge- we can book patients in for telephone appointments
• Water machine please but the service is  high standards  xx – if anyone does need a drink they are able to ask reception, we would like to avoid further use of single use plastics at the Practice where possible, Patients are able to bring their own drinks if they think they will be at the practice for a while.

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from November were:

• All the staff I have had any dealings have always been professional, very friendly and kind.  Always polite. Excellent receptionists and health professionals who should be proud of the service they give, under the ever-increasing pressure they are under.
• You can see a doctor when you need to and the on-site pharmacy is very good. Staff are friendly and have the right balance of knowing you but also respecting your privacy and being professional.
• Every member of the team show they care and treat one as an individual. As a community we are very grateful.
• Easy to arrange appointment, the practice contacted me to remind me that I needed my annual check, staff are local, and I was treated as an individual.
• Every member of staff at the medical centre is professional, informative, welcoming & excellent at their individual job.

Things we Could Improve on:

• There is a table in front of the enquiry desk, probably to achieve social distancing, but it means a patient has to talk louder to the staff member and privacy is lost. – We have decided to keep the table to stop patients barging in front of the person at the front of the window – this happened a lot before  the tables were there. If someone needs to talk more privately they can ask the receptionist to talk in a more private area which would be available
• Declutter! Too many notices. Information overload! Looks messy. Very few can be read from the seating. Many are by reception, which you don’t have time to read as you are ‘booking in’. Or someone is making enquiries, and you need to give them privacy!! We will have a look at this again as we have also had patients complaining that there is not enough information up  for them to seek help and can not wait for the information screen to turn around.
• Make the Dispensary use the phone recorder that exists anyway. We do not use the answer phone dispensary there are many other ways to request a repeat such as on line, by email, in person, on paper.
• More flexibility on prescription collection times.  This is a regular request, if some one really cant make the times they can ask at reception or a Saturday morning. The team really do need time without interruptions to complete orders and stock control.
• Web face to face appointments. We can offer face to face appointments they can be arranged with the GP for those  patients unable to get to the practice. The GPs do prefer to see patients where possible, as the complete picture can not be seen on line or over a phone or email.
• Perhaps a jug of water – if anyone does need a drink they are able to ask reception, we would like to avoid further use of single use plastics at the Practice where possible, Patients are able to bring their own drinks if they think they will be at the practice for a while.

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from October were:

• Dr Stone is amazing! He didn’t rush me when I was trying to explain a problem that started 12 years ago and as I am from Wales and he doesn’t yet have access to my medical records he was just brilliant. The receptionist and pharmacy staff all had a smile for everyone which was lovely and a refreshing change. I appreciate it can be a stressful job for all staff, but a smile makes all the difference. Thank you.
• Friendly staff, always make an effort to find you an appointment for people like me who work very long hours
• Reception team are accommodating and understanding. The system of allowing on the day bookings and booking advance is really useful. Dr Klein is really good at listening to the problem, understanding any concerns and explaining her thoughts in a way and any action being taken, which takes a lot of the stress away.
• As always Quantock medical centre surpassed themselves – same day emergency appointment with Dr Stone. The staff are smiley kind and friendly.
• It is the best surgery I have ever been registered with. All the staff are friendly and caring. The doctors are very understanding and giving of their time. So grateful to have them.

Things we Could Improve on:

• Lately it is not so easy to get an immediate appointment unless it’s urgent. This is because they are so busy now with so many new homes in the area. Maybe we will need another doctor to help out. – All dependant on funding to have an additional GP
• Lots of notices in reception are a bit too much. Suggest sticking to those on screen. –  We agree but keep getting sent posters and not all patients can sit and watch the screen go around, we have also had complaints that there is not enough information up so we really can’t win!
• Saturday open would be great. We are open Saturday – please read the posters 8 – 10am
• Keep the dispensary open for longer.  This is very difficult and  is about funding and time to do the work without interruption
• Magazines in the waiting room – We won’t be introducing magazines again due to cross infection, Covid is still around, and patients are able to bring in their own entertainment – books, phones etc
• More comfortable chairs, less clutter everywhere! – We will invest in some more higher chairs this year – they cost nearly £1000 each

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from September were:

• Always able to see your doctor within short time and understanding reception team. All at surgery will go the extra mile
• You don’t have to wait long for appointments , the doctors listen to you and spend time with you!
• Quantock M/C have care standards that many surgeries would aspire to
• You feel everyone will always look after your family and are always happy and kind
• Welcoming, friendly staff that listen to my personal circumstances and provide sound advice. I have always felt listened to from the receptionists, doctors, pharmacists and nurses I have visited.
• It’s a wonderful practise. The phone is always answered, there’s never a problem getting an appointment.

Things we Could Improve on:

• Maybe remove the huge table in front of the reception area and maybe some quiet background music in the waiting area
• Only thing you could do, if you had the money is get a blood pressure check machine that you were happy to take measures from for
• The window to the reception is super loud when it’s being opened
• Can hear what patients are discussing. Reception area should be more private.
• I had to wait over 20 minutes after my appointment time for bloods to be taken. There were no other patients waiting and no one came out of the treatment room. If appointments could be made for a time a nurse is available it would save the patients time.
• Something to read whilst waiting and quiet background music
• Dispensary opening hours could improve

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from August were:

• Helpful reception staff.. Dr called when agreed. Able to see an alternative Dr when other went sick
• Everyone very helpful.   Phone answered promptly.    Can see a doctor when you need to.   Regular health checks and reminders. Dispensary on site with all requests fulfilled courteously.   So happy to be back at this surgery which we originally came to in 1979.
• Kind caring and compassionate team, the practice manager is very approachable and helpful.
• All of the staff are polite, very helpful, friendly and cheerful. The medical team go over and above to help you , nothing is too much trouble. They have also taken the trouble to get to know me and they are happy to talk through things. Wonderful people doing a fantastic job.
• Very helpful and friendly reception staff, practice manager and doctor. Got an appointment on the day I rang
• Everyone extremely helpful. Not too difficult to get appointments. Wouldn’t want to go anywhere else. All excellent

Things we Could Improve on:

• I would love to be able to see a doctor instead of telephoning – All patients can see a GP, just need to ask ? not sure why you were unable  to  get a face to face appointment
• More staff on pharmacy to avoid long queues. And perhaps a chair or 2 outside or in porch area for elderly / disabled patients who are having to stand for ages. – There are chairs inside the door and a bench outside if patients   are able to communicate with each other about where they are in the queue might be helpful
• Not a lot! I’m worried about medical centre’s future capacity however, in the light of increasing number of homes and local population.
• Extend pharmacy call time. Two hours not long enough. – Many ways to contact the practice including emails, phone calls am & pm, in person, many practice no longer let patients call at all
• I appreciate the need for the desk in front of reception. However, it does make it impossible to have a private conversation without the entire waiting room hearing that conversation. – Patients can ask to speak to receptionist more privately and they can be seen around the corner of reception
• Noise proof your consultation rooms. Sitting in the waiting room you can hear conversations with doctors. – Apologies for this unfortunately the building we are in is very old and difficult and expensive to change the layout
• Extend prescription collection time , as long as the surgery is open you should be able to pick up your prescription –For safety time is needed without interruptions to process the scripts – patients are able to arrange with Dispensary for medication to be collected from reception outside of collection times, and we are open on Saturday mornings 8.30am – 10am

Some Comments Received from July were:

• Efficient, organised service. Access to appointment quick. Reminders of appointments given. Easy to obtain prescriptions. Practice followed through Dr recommendations. Practice Manager approachable.
• Staff very helpful ,polite .very clean organised practice.
• I have always been treated as an individual never been rushed all staff are amazing.
• Super staff. Always friendly , efficient and helpful. Surgery is always clean, tidy and pleasant environment. Dr Stone is highly professional yet personable.
• I get seen quickly, there is proactive monitoring of my health conditions.
• I had worked around GP surgeries for 20 years, and seen the levels of service decline gradually until they were pretty poor. The service at QMC is as good as the service of 20 years ago.

Things we Could Improve on:

• Confirm email prescription requests with email, not happening  – will check with dispensary
• Full pharmacy would be good! We are a dispensing practice not a Private Pharmacy, local shop does stock over the counter medications
• A way of sharing advise on health conditions even if you don’t always visit the surgery – there are so many sites to access health information, we would recommend NHS  information sites
• Perhaps update the squeaky glass window on the reception 😂😂. – will get some WD40!
• When calling the practice it takes a while for the telephone to be answered maybe 2 receptionists would be useful   – if funding permitted we will definitely increase the reception team
• Maybe a bit more privacy from reception and also pharmacy. We can hear all conversations. Apologies for this unfortunately the building we are in is very old and difficult and expensive to change the layout
• Would be handy if the pharmacy collection hours were expanded – patients are able to ask for medication to be collected from reception outside of collection times, and  we are open on Saturday mornings 8.30am – 10am

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from June were:

• All the staff are helpful and polite and always ready to help. Super atmosphere.
• You get the answers to questions and you are treated like a person not a statistic.
• All the staff listen and are knowledgeable in their areas.
• Everyone is always helpful and friendly the surgery is clean and well equipped.
• The nurse was very professional and explained everything well.  And I had my blood pressure check at the same time which I was not expecting but good practice.
• The staff go above & beyond to help in any way they can.
• We are very lucky to be able to be seen so quickly and efficiently and I always feel like not only have I seen the doctor for the initial complaint, but there’s always that comfort that I can go back or I leave with a plan. I’m always told, any trouble or you’re still worried, cone back in a couple of days etc.

Things we Could Improve on:

• Try and start appointments on time. Mine was 9am. I assume it was the first but I was not called in until at least 9:05.- apologies for the 5 minute delay, sometimes there are things that the clinicians need to deal with urgently and never sure how long this will take
• Auto response to patient emails confirming receipt. Email address changed too many times for contact eg prescription request.- apologies this is beyond our control we too are not happy with the email changes these are forced upon us by NHS England and NHS Commissioners
• Increase dispensary hours – We  are unable to increase collection times as staff need time to make up scripts and complete stock ordering
• Probably not possible but more parking. – not really possible unfortunately – there is parking  in  the road and over at the Church Centre
• Bathroom tad dated and possibly an electrically un safe ? not sure what this mean why unsafe electric checks are made ?  if you wrote this comment please come and have a chat to the practice manager when next in.
• Email for Dr stone to prep and speed up time needed. Not possible as this will not help the Doctor speed up only slow him down if all patients start emailing – there needs  to be a safe way to communicate and make sure patient interactions and requests are documented  you can email the generic email address only somicb.quantock.mc@nhs.net

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from May were:

• Before I retired, I had worked with GP surgeries for 20 years. Quantock MC stands head and shoulders above them all.
• Caring professional staff who go out of their way to accommodate and support you
• All staff that I interacted with during my visit (in the pharmacy, reception and the practice nurse) were friendly, professional, caring and helpful.
• Totally helpful people doing a great job under pressure 😅
• The nurse that saw me was very professional and explained everything about the procedure Making the appointment was easy to make The receptionist was helpful
• Receptionist very helpful. Doctor very thorough and sympathetic
• Compassionate and friendly staff – the practice is very well run.

Things we Could Improve on:

• Another nurse perhaps as no appointments available at all this week – we have recently employed an additional nurse to help with appointment availability.
• Can you look at providing repeat prescriptions lasting 2 months, would this not be more convenient for everyone.?? – this is difficult as we are a rural dispensing practice the Dispensing side of work supports and funds the practice to be viable for a small village. If we increased the months between repeats this would halve our funding.
• This time nurse was running unusually over half hour late, she was extremely apologetic. However it would have been nice if receptionist could have advised that this was the case, I could have got a book to read from car! – the receptionist do keep an eye on the clinics and will usually inform patient’s if there is a substantial wait. This is sometimes difficult when reception is busy.
• Queue counter when phoning for appointment – We have tried to avoid using this system as we want to keep our service more personal.
• More doctors so more choice (although realise GPs are not a common career path now) – Unfortunately this is not feasible at the present time.
• Open pharmacy for longer hours – can pick up from reception if really need to, but please call Dispensary to arrange this in advance.

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from April were:

• Good communication, friendly staff, quick appointment.
• Top class service, Rose is a very good nurse, and nice with it !
• Had a very helpful understanding and supportive nurse who was able to advise.
• In my opinion we receive the highest standards of care at the medical centre & every member of staff carries out there job with the utmost compassion 5 star service , couldn’t ask for anymore.
• Short wait time. Amazing nurse, friendly receptionist
• My experience is that QMC are a caring group of people who aim to do their very best for the centre’s patients.
• GP and Care staff and Pharmacy Staff are excellent at what they do and always polite.

Things we Could Improve on:

• Offer longer dispensary collection hours – we are unable to offer additional collection times with current funding – time is needed to process orders and stock
• More good GPs.  -additional funding would help this
• Stop reception asking what’s wrong with you when phoning for an appointment – Reception need to ask what the problem is in order to make sure the patient is seen by the most appropriate trained member of the team. The patient might ask to see a GP when actually an advanced Physiotherapist might be more appropriate, or the Practice nurse, or the health coach
• Self-booking in screen. – unfortunately additional funding would be required for this  technology
• The reception could be more private. Conversations are easily overheard with patients and receptionist, also phone calls and conversations with staff. The treatment room leading off from the reception, you can also hear conversations through the door. – we are aware of this  however again additional funding would be required to renovate the surgery which we do not  have
• Improve the telephone service for the dispensary, to accept messages. We would not encourage  accepting messages, there are already many ways people can request repeat medication including : paper copy, email, online requests, in person as well as the phone call.
• Deaf Awareness and sign language training  – again additional funding would be required to support this training

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from March were:

• Easy to get appointments and efficient and courteous staff. GP Dr. Stone us excellent and friendly.
• Fantastic staff and service- a shining example of the NHS at its best!
• Staff always helpful and friendly go out of their way to accommodate any problems that as a patient you may have.
• Always friendly staff, knowledgeable doctors and appointments available when you need them.
• Wide variety of services available, very friendly staff, fast and efficient service
• Everyone always extremely helpful just keep doing the same as you do.
• Friendly staff who always have a smile and remember you by your name is comforting.

Things we Could Improve on:

• More time between repeat prescriptions. Perhaps 2 or 3 months instead of 1 – this is difficult as we are a rural dispensing practice the Dispensing side of work supports and funds the practice to be viable for a small village. If we increased the months between repeats this would halve our funding.
• Nurses room is not soundproof and needs to be addressed as exchanges with patient can be heard in waiting room  – Apologies we are aware of this issue very difficult to address this  – we will review this again to see if there is anything  else that can be done, difficulty with such an old building
• Give additional privacy to persons engaged at the reception desk as everyone in the waiting room can hear private conversations. – People can ask to talk some where more privately if they would like to
• A water machine in reception area – Very limited for space , patients should be able  to bring water or drinks with them if this is an issue
• When people are late make them wait versus making others late by letting them go into their appointment when others are on time and waiting –
• Maybe longer opening time to order/pick up prescriptions? – can pick up from reception if  really need to
• Would prefer a specific person to contact out of hours.

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from February were:

• It’s an excellent practice – great receptionists, doctors, nurses and other health professionals. Its a very calm and professional environment, but also friendly and caring.
• Listed to my issue and went through the symptoms and a course of treatment, making me feel much better and understanding what the problem was.
• All aspects of the medical centre are excellent from first contact with reception through to my doctor, the very helpful and supportive Dr. Stone and when necessary, the pharmacy.
• Excellent service over the past 29 years for both myself and my late wife.
• Staff and Doctors very nice and efficient and helpful. Could not be beaten anywhere else.
• Always seen promptly or doctor phones back. All staff extremely helpful and friendly. I can’t praise the surgery enough.
• Don’t feel rushed when you are with the doctor, reception are helpful, no problems getting through to appointments or pharmacy

Things we Could Improve on:

• Only that you can sometimes hear patients discussing their situation with receptionist, just a privacy issue but maybe you have a private area for anything personal and sensitive that a visitor can be taken to, just a thought!- Sorry about this if the patient would like to discuss things more privately we can always take them to a private room
• Try to get Medicines quicker from the dispensary-subject to availability. Dependant on many factors including drug supply, staffing, and number of scripts being dispensed a day, we allow 36 hours for repeat medication requests in line with other Dispensing Practices
• I get very confused on times and availability. I get the need for organisation, but it’s hard to manage for me some days.- we  have many leaflets and signs for Dispensary Opening and collection hours  and these have been the same for the last 3 years
• To be able to email questions to doctors.  You can use generic email address but if you need to be seen this is appropriate somicb.quantock.mc@nhs.net
• Have a queuing system for the phone when busy. I tried 19 times before I finally spoke to someone. Unfortunately we only have one receptionist, and if everyone tries to call at the same time this is difficult to manage, many patients when asked for a queuing system preferred not to stuck on hold and found this equally frustrating listing to many messages.
• Phoning the pharmacy can sometimes be a bit difficult, they only have one line and they do get very busy. You can drop in a note, email somicb.quantock.mc@nhs.net or order through the on line app
• Sometimes it can feel a little intrusive when you have to explain why you think you should see a Doctor. This is really helpful as if the receptionist knows what the problem is  they may be able to get you seen quicker by a more appropriate member of the team

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from January were:

• Best Doctors practice I have ever been with. Always attentive and always there when needed.
• You can actually see a Dr very quickly when needed and prescriptions available in the same building. Very good messaging to remind appointment times.
• Courteous, helpful nothing too much trouble cannot think of anything 😂😂
• I feel really cared for. I am not an easy patient because of my mental health, but everyone has been kind. As well as patient and professional.
• It’s great that we can self-book appointments
• Seen v promptly by the practice nurse who was efficient and personable/approachable.
• Can always get an appointment and the staff are really friendly which makes you feel valued.

 Things we Could Improve on:

• Ensure both reasons for attending the surgery can be covered in the time allowed. I have to come back for another appointment to sort out getting HRT which was the main reason I booked this appointment.- This might be because your HRT consultation may  require more time as can be quite involved so the nurse would want you to come back for a more thorough consultation
• More availability of staff to carry out blood tests. – more funding for additional staff would be very welcome
• Maybe encourage more patients to consult the practice nurses and free up doctors’ time to deal with patients whose symptoms/conditions are more complex.
• Extend pharmacy phone hours. Quicker response. Find it difficult to contact – there are many ways to contact the dispensary including emailing, on line, on the phone, in person
• Deal with people a little more discreetly.– apologies a little difficult with the layout of the building – if patients would like to talk more discretely  they could ask to talk to someone in a more private area of the building
• When seeing the nurse sometimes you can wait well after your appointment time to be called in.- apologies  the nurses and Drs do try to run to time but sometimes need to spend a little longer with a patient than was planned or  there may have been an emergency they need to deal with 

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from December were:

• Was able to make an appt to see my GP at a time that suited me and Dr Stone always makes me feel really cared for and looked after.
• Very prompt appointment and very caring service
• All staff appear to be friendly non-judgemental and kind.
• Appointments are always arranged when requested. The doctors, receptionists, nurses, and pharmacists are always kind, caring and helpful :))
• You can phone up in the morning, & usually get to see your GP. How good is that !!!
• I called about 8am yesterday morning and was seen by a GP at 9:35am. The surgery staff are always helpful, nothing is too much trouble. The surgery is so reliable. The GPs and nurses are great.
• Been at this practice all my life and always treated exceptionally well

Things we Could Improve on:

• Would be nice to know the reason why receptionists have to ask why you need to see the Dr.  Receptionists need to be able to ask patients the reason they are booking an appointment to ensure  you are booked in with the most appropriate team member  at the most appropriate time for your condition( whether it is clinically urgent). We now have many other health professionals working with our team and it may be quicker and more appropriate for you to be booked in with someone else.
• Play soothing music for patients who may have to wait a bit longer and are afraid to speak in case of being heard by everyone! – We have discussed this before with patients and some prefer no music and some prefer music – its very difficult to please everyone – we will also need to pay for Performance Rights, and invest in a sound system
• Longer evening hours for people working past 6pm. We do offer Saturday mornings 8.30 – 10.30am for those working during the week
• Extend the pharmacy opening hours and availability of prescriptions. I often have to get my prescriptions elsewhere due to lack of stock.- Apologies the Country is struggling with shortages of stock in many areas following Brexit and supply issues
• Being able to make appointments in advance. – you can we offer half the appointments for each day in advance and have the calendar for the year on the system
• Electronic sign in facility – so you don’t have to say your name or details in front of others.
• Would prefer not to have 111 as out of hours.

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from November were:

• I have always found it easy to access and use the services. The receptionist staff are great, the pharmacy staff always very responsive and the GP who I’ve seen has always been efficient. I’ve also been able to access midwife services at the practice which has been really convenient.
• Very friendly and efficient. Nothing is ever too much trouble.
• Fantastic booking process, excellent care and advice. Best surgery in the area.
• The practice is welcoming, friendly, very personable, extremely efficient and professionally run in all aspects of care. A great team ⭐️
• I have worked around doctors surgeries for 20 years, and Quantock M.C, now that I am looking at it from a patients perspective, offers the highest service levels that I have encountered.
• Easy to get an appointment, very accommodating. Doctors and nurses easy to speak to, understanding and compassionate. Exceptional service.
• I think Dr Stone is excellent as are the nurses and reception staff. They all listen, hear you, and do whatever they can to help. That’s all a patient can ask for.

Things we Could Improve on:

• Access to a local GP weekends or evenings
• The phone line to order medication isn’t open long enough. It would be great if the dispensary was open at 8:30 to pick up meds before work.
• Make appointments in advance.
• Let patients know what is available at the practice
• Over the counter meds available at pharmacy?
• Door closed both sides when collecting Prescription, so everyone else not hearing about what medication you are getting.
• Quicker acknowledgement on arrival.  People on the phone to reception must know that they could be asked to hold for a second
• To have a known Dr for out of hours emergencies.

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from October were:

v  It is an amazing surgery, the doctors, nurses and staff couldn’t be more friendly and caring. I feel very lucky to be a patient.

v  Drs and practice nurses are listeners. Some reception staff are caring and considerate. Office staff amazing and dispensary staff helpful.

v  Professional and friendly. Receptionists take time on phone to deal with your call Able to get appointment in a reasonable amount of time

v  Excellent care and knowledge. Very comprehensive assessment and all carried out with good humour. Very reassuring.

v  The staff have always been really lovely, and nothing is too much trouble

v  Super helpful team. Excellent knowledge and experience across the clinical team. Really caring and thoughtful attitudes. Thank you.

Things we Could Improve on:

v  Wi-Fi in the waiting room – there is NHS Wifi in the waiting area for patients to use

v  More access to. Physio – we are working on this with the Bridgwater Primary Care Network to provide more support in Practice we will keep you up dated when this is available

v  Maybe reduce waiting time, which can be over 20 minutes – we apologise if you have to wait 20 minutes to see your Clinician, unfortunately we do not know how long a patient will need before they see  the Doctor or Nurse , and try to give everyone the time they need. This might have a knock on effect if someone is more poorly or have a more complicated issue and hope you can appreciate that you will be given the time you need also

v  Consider allowing some/selected repeat prescriptions for 2 months say. A 1-month repeat adds to the pharmacy/Dr workload and it is not Environmentally friendly for some who have drive to the pharmacy to collect. We are a Dispensing Practice. The Dispensary helps the practice remain financially viable, prescribing 1 month prescriptions helps this and also helps with safe prescribing and hope you can understand this, happy to talk to anyone who wishes to discuss this further 

v  Calling back with blood test results – We  try to make it clear that we are only able to contact patients whose results need further consideration, all results can be viewed by the patient on the NHS App, or if they would like to find out their results  to contact us. We do many thousands of tests a week and are unable to contact each patient with their results when they are normal.

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings quarterly.

Some Comments Received from September were:

v  Good access 2 doctors and nurses. Kind humerus and professional approach. It makes the surgery very user-friendly

v  I and my family are so lucky to have such an amazing practice to be able to access without any problems whatsoever. Doctors’ brilliant, nurses brilliant, receptionists brilliant and not forgetting the pharmacy staff too, can’t praise them all enough. Thank you all so much.

v  Staff, friendly, never have problems getting to speak to doctors or getting an appointment if necessary. Doctors caring and extremely reassuring and knowledgeable.

v  My care needs have always been met, particularly in a recent urgent situation.

v  Reception and pharmacy staff very helpful and extremely polite. Made to feel that I was not a nuisance!  Dr was lovely, very kind as I was quite unwell. Took time to talk and explain.

v  The ethos of the surgery is one of absolute professionalism empathy and kindness

Things we Could Improve on:

v  Provide a more discrete area for people who need to provide information to the receptionist, Apologies for the layout of the building for more confidential information please ask reception if you could speak to someone more privately and this can be arranged

v  To answer the phone when you are told to phone at 8am and the phone is not answered until 8 20am just rings out!! There is only one person on reception I can assure you that they are answering the phones from 8 am they are unable to answer more than one phone at a time

v  I and many other patients find the restricted time for prescription collection extremely awkward. Many of us work during the day. I work 10-6. Ideas please? We are sorry to hear this but this would actually require additional staffing to cope with the constant interruptions throughout the who day and we would need for funding to achieve this We are happy for you to ask reception  for your meds if the usual pick up times are difficult for you – please ask

v  Another doctor would help.  Not that the two we have can’t cope but they are extremely pushed with the amount of work. Unfortunately we would not be able to afford a further GP at the Practice unless additional funding is granted to the practice

v  The dispensary hours could be improved.  There is no point having an early or late appointment if dispensary shut. You can always ask the receptionist  and  they will arrange with dispensary for your prescription to be made up at that time for an early appointment

v  Let patients know if the doctors/ nurses are running behind. Possibly a display or communication from receptionists upon checking in. Yes  this can be arranged thankyou

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings quarterly.

Comments Received from August were:

v  Experienced and competent GPS and nurses. Welcoming attitude by all staff. Prompt attention.

v  Friendly, clean, covid safe

v  I feel it is a good practice and personally I have not had any reason to think otherwise.

v  I have always received top treatment, never had to wait longer than 24hrs. They always inform the patient and follow up; the services are just great. From the lady in reception to doctors I can say only one thing they are superb. And would like to thank the dedicated team. In comparison to previous practise in Kent who was giving us a brush off, this is a breath of fresh air. Thank you

v  Receptionist was extremely helpful and friendly, and the doctor listened to what l said and did a thorough examination

v  Helpful and understanding staff and good appointment times not a long wait

v  Excellent manner with patients with special needs.

v  Every member of staff that I have come in to contact with, have been extremely courteous and with an attitude of wanting to help

Things we Could Improve on:

v  Dispensary hours prove awkward, receptionist does not like being asked for prescriptions. There are times I just cannot make it in the dispensary hours. – we are always happy to give out scripts outside of dispensary collection times and Reception will be able to help if there is a dispenser available – if not we are contractually  not allowed  to give out scripts with out a prescriber on the premises

v  Sometimes have to wait at surgery. Have had to wait up to half an hour past appointment time

 In response we apologise that clinics sometimes do not run to time, but can be because the patient who has been seen earlier has attended with a many complex medical conditions or there has been a health care issue which has taken priority 

v  Only, if possible, have background music, reason is, when you have tinnitus, it’s not good being so quiet

v  Low music possibly in the waiting room? Not sure how feasible. Yes, it’s a Drs but so very cold and clinical. Always feels awkward

We have asked a number of patients about music in the past and half  would like  to have this an the other half would prefer to not have music –  we have decided  to leave this at the moment.

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings quarterly.

Comments Received from July were:

v  Because of such great care, efficiency and above all listening and devotion

v  Everyone is always friendly, polite and very helpful. The staff go out of their way to do the best they can for you with advice, support and guidance.

v  Nurse Rose is a wonderful nurse & an asset to the practice. The dispensary team go above & beyond to help & advise you.

v  The staff always do their best to get you an appointment and will go out of there way to ensure you are cared for. Horror stories of week long waits for appointments do not happen here and staff are always really friendly!

v  Quick access to appointment and very confident that my concerns were being looked into.

v  Appointments are always available. Reception staff are welcoming, efficient, helpful and professional at all times. GPs are caring, patient and incredibly knowledgeable.

v  All of the staff are lovely and caring and totally professional. I am always treated fairly and with respect. Dr.Stone is best GP I have ever had.

Things we Could Improve on:

v  Not a lot but sometimes difficult to catch dispensary

v  Background music would limit any embarrassed conversations with receptionist

v  Magazines

v  Shorter waiting times for appointments would be good but I appreciate that staff have a heavy work load and this is not always possible

 In response we apologise that clinics sometimes do not run to time, but can be because the patient who has been seen earlier has attended with a many complex medical conditions or there has been a health care issue which has taken priority 

We have asked a number of patients about music in the past and half  would like  to have this an the other half would prefer to not have music –  we have decided  to leave this at the moment.

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings quarterly.

Comments Received from June were:

v  All staff are very friendly; doctors have a very good “bedside manner”, overall professional and caring practice

v  Very helpful and friendly staff. Availability of appointments very good

v  Very helpful staff, medicines are provided much faster than nearby pharmacies

v  All staff helpful, great service form all areas

v  Doctors & staff are very caring, friendly and supportive. Fell very lucky to be registered here! Thank you!

Things we Could Improve on:

v  No comments received this month.

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings quarterly.

Comments Received from May were:

v  Being able to get an appointment with a nurse or doctor fairly quickly. Also the quality of care provided

v  Excellent service

v  No improvements as far as I am concerned. I am fairly new here & was very anxious about moving GP surgery. Best thing I did 🙂

Things we Could Improve on:

v  As a vet if I wanted to improve the ventilation in the face of respiratory disease, I would try to increase air circulation high up. If you open the velux window in waiting area and side windows a little you might have a safer environment.  – response Doors and windows regularly left open for circulation of fresh air

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings quarterly.