You Said ... We did


We regularly review patient comments, suggestions, complaints and survey results and try to deliver services that meet the needs of all our patients.


You said ...

We Did....

“We have difficulty getting through on the phone in the morning to book appointments and query results”
  • Introduced an automated telephone booking system available 24/7

  • Introduced Online Access available online 24/7

  • Introduced a smartphone app available online 24/7

  • Have 6 telephone lines at the practice

  • We request that calls for queries are made between 12 and 2 pm.

  • We advertise and request patients to use the out of hours service (111) rather than wait all night to contact the surgery

“When can I pick up my prescription?”
  • We request that repeat prescriptions are submitted with 48 hours notice

  • If you submit your prescription today, there is a notice at reception that informs you when it will be ready for collection

  • We use the Electronic Prescription Service, so we can send your prescription directly to your pharmacist. Please arrange this service with them. 

  • We have Online Access that allows you to submit and check the progress of the repeat prescription at any time day or night

"Why do the receptionists keeps asking me about the reason for my appointment?"
  • The reception staff would like to direct you to the most appropriate clinician.

  • We have many types of clinicians so providing information allows the reception staff to direct you to the most appropriate clinician; such as a nurse for long term conditions, a midwife for a pregnancy, the doctor for cancer review and the phlebotomist for a blood sample

  • You do not need to give a reason to get an appointment

  • We have automated telephone and online services if you wish to choose and manage your own appointment.


“We want greater information on long term conditions  such as diabetes, asthma, COPD and high blood pressure.”


  • We have specialist nurses who can help monitor, manage and advise on long term conditions.

  • Our patients are advised to book with them to look after their condition

  • We run campaigns on long term conditions and call patients in to reviews with our specialist nurses

  • We promote local and national organisations that offer support and advice on long term conditions