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Torrington Park Group Practice

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Issues raised by patients in survey



Below are comments made by patients, highlighting areas they feel the practice could improve it's service. The discussion of these took place in our group meeting and the outcome is available on the survey results tab above.



Appointments have to be booked three weeks in advance but if they are all taken  (especially if you want to see a particular doctor) you have to wait until the next block of appointments are reloaded- why are they not done on a rolling basis? Same day appointments are a nightmare, the phones are always engaged and when you do get through all the appointments are gone. I have had to turn up physically very early in order to try and get an appointments - this is not practical if you are dealing with elderly people or if you have young children. Please think of something to improve the system.


From my answers it will be obvious that in all the years that I have been a patient ( twenty years) I have had excellent treatment from doctors, nurses and reception staff.


In other countries they separate the sick from the well. Over the last few years, things are improving.


Getting an appointment with the GP and not having to wait three weeks.


More ease for booking appointments punctually of appointments. Keep a chair free for the BP machine in waiting room and make patients aware of the machine.


Making an appointment with a chosen doctor is difficult and could be improved however the staff are all great.



Make it possible to see the same doctor - continuity of care


Nursing team, more resourceful, more support


Better queuing on the phone and less waiting time for appointment availability.



Annual health checks are provided at other surgeries but not here. Why?


Long wait at 8.30am for same day visit to see a doctor.


It Is difficult to build a relationship with a doctor because having to wait a few weeks to see the same doctor is ridiculous.


Booking an appointment on the day is almost impossible. The wait till a date to a doctor is very long.


Larger notices about using mobile phones.


People using mobile phones in the waiting room is very annoying.



Request to speak to GP to be acknowledged.


Telephone booking.


I suffer from white coat syndrome and this is the only practice I have felt comfortable at.


Appointment booking online.


Very happy with the service both doctors and receptionists provide


Telephone system


trying to get an appointment in the morning is difficult, even with the new number.Also, elderly people may not be able to queue in the cold in the morning.


New number is never answered.


Telephone system at 8.30am


Very satisfied


More information needs to be provided about how to contact a doctor on the phone etc..


Getting appointments


Prescription should be processed quicker.


new number is never answered.


Appointments system.



Appointments system.


Contacting the District Nurses is very difficult. They do not always wash their hands on visits and they should.


The new Phone number is always engaged.



Booking an advance appointment is not easy as many are saved for same day emergencies.


Improve prescription service. Patients should not have to come into surgery twice to collect - phone or email.





No answer or information on queue times on new phone number.


Appointments - I had to try for three days to get an appointment.


Customer service of staff.


More appointments available outside of normal working hours.



Appointment system at 8.30am


Appointment system




Waiting time for appointment with doctor.


The practice is very heavily oversubscribed, so the 'same day' appointment system does not always leave you with the Doctor of your choice. If it were possible to make an appointment with a particular doctor at a sooner time this would be helpful.


Make next day appointments available.


Very pleased with the service.


Prescriptions are never ready.


Hardly ever use the practice so everything is satisfactory for my needs.


Answer the phone, pre-bookable appointments are too far ahead.




Telephone contact; being on hold (as number 1 in the queue) for 15 minutes.



Great staff!


Firstly, the waiting time for an appointment is terrible. Doctors can run over an hour making you wait for you allocated appointment time. Secondly, booking an appointment is frustrating.


Appointments. This 8.30 system is hopeless.


Phone lines are always engaged at 8.30am. It is frustrating after waiting twenty to thirty minutes the appointments are all gone. There must be another option.


Appointments system, Would it be possible for two or more people to do the appointments system in the morning. It is very very expensive to hang on for so long.


More appointments and Doctors.


A pool of appointments so you can see the doctor sooner rather than later. It's always 1-3 weeks.


Often put on hold whilst ringing for a long time. Also, 0844 number is very expensive from mobile.


Appointment system


Difficult to get through on the phones, but once through an excellent service is provided.


Booking appointments in person for next 2/3 days.



Booking appointments. If people do not show for appointments, blacklist them.


Appointment times available via the phone in the morning really needs to be improved.



Phoning for same day appointments, waiting for twenty minutes and not receiving one.


Appointment system is very very poor.


Making appointments; the system is greatly overloaded. It is very difficult to get through, when you do, you are put on hold and then all the appointments are gone i.e. on 13/2/2013 I phoned at 4.10pm and was put on hold for 18 minutes. This is unacceptable and inefficient.


Getting appointments seriously lets this practice down.



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