Patient Experience Survey Results
We've been reviewing the results of the 2023 Patient Experience Survey and we have listened to your suggestions and concerns.
We are pleased to say that of those that completed our survey, we achieved an average rating of 8.54/10. Your positive experience feedback was mainly with regards to our practice team, where the phrases such as 'polite, kind, helpful, understanding, friendly' were commented. We are certainly glad that our staff are so highly esteemed and well-regarded.
Other key positive points of note from our survey were:
92% Replied that you Always/Usually felt listened to.
76% stated from the time you realised you needed to use the service you waited either Shorter than expected or about right.
92% said that you either always or usually felt well cared for.
You asked us to improve telephone accessibility and appointments, with the main suggestions made regarding the 'type of appointment' including the availability of face-to-face reviews, and the accessibility of pre-bookable GP appointments.
We have listened to your feedback and have already made a start on implementing some changes. In the coming weeks you will be able to see the following positive changes to our services, including what we have done so far:
TELEPHONE SYSTEM
- Telephone lines call-back – We implemented a telephone call back system in March 23. Once you are in position 5 or more in the queue, you are offered the option of having an automatic call back from the surgery. Your call will move up the queue until you reach position 1 for your automatic call back.
- To free up the telephone lines, the following have been in place for a long time and continue to be available to our patients:
- Email option - to request a non-urgent appointment within 10 working days.
- Online Option - You can pre-book an appointment online via NHS All Wales App /My Health Online/Surgery App.
APPOINTMENTS
- Increased the amount of general face-to-face appointments with our practice clinicians, including the GPs and nursing team.
- Reverted our annual chronic disease monitoring appointments to in person reviews, in order to provide the best care to our patients. There are also selection of telephone appointments should you prefer.
- Pre-bookable appointments are now available with a doctor as well as the nurses, pharmacist, physiotherapist. Please call after 10.30 to pre-book any appointments.
ONLINE
- NHS Wales App & My Health online (MHOL) – we have increased the amount of appointments that can now be booked directly online. This includes Minor Illness with our nurses, pre-bookable appointments for test results with a choice of doctor or nurse, medication reviews with our pharmacist.
- Medication: Are you aware that you can order your repeat medication via the NHS Wales App? Medicines queries can also be made directly through our MySurgeryApp, with the option to request Acute (not on repeat medication) and to submit an Online Medication Review request. Requests can also be requested via our secure practice email.
Please do try alternative ways of contacting us (Website / Surgery App) to alleviate phone pressures and leaving the phones open for more urgent problems and emergencies. Don't forget self care.... there's so much fantastic help, advice and signposting out there now, especially on our website and app. #ChooseWell
Think carefully about what you need.... Do you really NEED to see a doctor, or could someone else help??? 
We have many healthcare professionals appropriately trained to release the doctors to see what only they can deal with.
Alternatively, there may be other specialists within the practice or in the community who could help. Perhaps a local community pharmacist, a physiotherapist or a mental health practitioner?
By thinking about what you actually need, our receptionists are highly trained in care navigation and can advise and sign-post you to the best service to deal with your problem. Let them help you see the right person the first time.