Patient Satisfaction Survey 2024 - Results

Your Feedback does matter! Thank you to those patients who recently completed our 2024 NHS National Experience Questionnaire eg. patient survey  We've been reviewing the results of this survey and have listened to your feedback and suggestions.
We are pleased to announce that of those that completed our survey, we achieved an average rating of 8.81/10  which is a slight increase from last years figure; it sounds like we are doing something right!

Other key positive points of note from our survey were:
70% Replied that you Always/Usually felt listened to
 80% stated from the time you realised you needed to use the service you waited either shorter than expected or about right
83% gave positive comments regarding our staff and treatment

We are very glad to hear that the telephony call-back system to book an appointment has been so well received by our patients, and was a very welcome necessity. You were also quite impressed with the enhanced services that we offer to our patients, including our Contraception Clinics, joint injections with our Physiotherapist, and our most recent drop-in Flu Vaccinations (which we will DEFINITELY be doing again next year!).

Your positive experience feedback was mainly with regards to our practice team, where the phrases such as 'kind, considerate, understanding, friendly, respect' were commented. We are certainly glad that our staff are so helpful and will always do their best for you 

It’s not all good news though, as there is always room for improvement and some changes that could be made. We have listened to your feedback and have already made a start on implementing some of your suggestions. In the coming weeks you will be able to see the following updates, including what we have done so far:

 Telephone lines call-back – We have increased the amount of patient’s that can call through to the practice before the lines are ‘full’. Remember to press OPTION 5 to hold your place in the queue, and receive a call back from one of our receptionists when you reach position 1 (usually within the hour).
 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. Book online – via the NHS Wales App.

 NHS Wales App & My Health online (MHOL) – we have increased the amount of appointments that can now be pre-booked directly online, including Chronic Disease monitoring and pre-bookable appointments with our practice GPs (in person and telephone options available).

 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.

 There was also feedback about difficulties in seeing an individual GP - we do do our best to offer this when able, but it is not always possible due to our other practice commitments. If your preferred GP is not available, you may be offered an alternative clinician that day, or a pre-bookable appointment.

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 who are highly trained in care navigation 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.
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