Patients Comments and Suggestions

At Glebe House Surgery we take patient comments and suggestions very seriously as they often help us to improve the service that we provide. Examples of changes that have been made as a result of feedback from patients is included below.

Glebe House Surgery

Patient Suggestions

You said / We

SuggestionDateSourceAction takenCompleted
Better communication with patients by use of a practice website.June 2011Patient SurveyWebsite createdJuly 2011
More doctor appointmentsJune 2011Patient SurveyAdditional ½ time partner appointedNovember 2011
Formation of a Patient Group, to be in place by the end of 2011 with a view to improving patient communication and involving patients in decisions that affect the services offered by the surgery. June 2011Patient SurveyPatient Group formed26thSeptember 2011
Clean carpets in Waiting RoomJune 2011Patient Survey6 monthly carpet cleaning rota instigated and chair reupholster startedOngoing
Patient confidentiality, 25% of patients were unhappy that other patients could overhear their conversations with receptionists. Install sign at reception asking patients to respect other patient’s privacy and to wait behind a fixed point. Play background music in waiting room.July 2012Patient SurveySign installed, music licence obtained and music system installed to play background music in waiting room.Autumn 2012
Patient Car Parking: Consideration should be given to the following: A sign requesting parents not to use the patient car parking for dropping-off or collecting children from school. A letter from the Chair to the school requesting that they inform parents that the surgery car park is for patients and staff at the surgery. Increasing staff car parking by either laying protection mesh on the area adjacent to the ambulance bay or concreting this area thus freeing up further spaces for patients in the car park.Spring 2012Patient Group   Signs erected in car park.     Letter written to school.       Additional staff car parking spaces made available.   Summer 2012     Summer 2012      Spring 2013
A comment about the tree on Firby Road blocking vision when exiting the surgery had highlighted a possible Health & Safety issue. Spring 2012Patient GroupLetter sent, but no action taken by Highways as they feel that this would not be appropriate.Ongoing
Promote online booking of appointments and prescriptions in order to free up telephone lines.Spring 2012Patient GroupPatient Group produced a patient leaflet to promote these issues and others.Autumn 2012, updated and reprinted Spring 2014 & 2015
Waiting Room smells mustyJanuary 2013PatientAir fresheners placed in waiting roomJanuary 2013
Why do we not have a bicycle rack?26/2/13PatientBicycle rack ordered and installed.March 2013
Consider installing automated front door1/3/13PatientReferred to Patient Group as I know that they are looking into this.February 2015
Patient made us aware that prescription box has sharp upper edge and can hurt a patient who gets fingers stuck in it.25/3/13PatientLooked at px box but couldn’t find any sharp edges. Sanded top edge of opening.March 2013
Patient suggesting that the booking in screen was over familiar when welcoming patients using first name only.23/4/13PatientBooking in settings altered so now welcomes patients by title and last nameMay 2013
Patient asking for tree on Firby Road to be removed.5/7/13PatientHighways have reviewed the tree and have taken the decision to leave it as it is flourishing and they do not see the danger it threatens to be significant. August 2013
Patient asking for front door to be opened earlier so that patients with early appointments can be processed in time.23/8/13PatientFrom September 2013 doors were opened at 8am even though appointments will not start until 8.10 at earliest therefore everyone should be arrived in time. September 2013
Patient asking for automatic front door.23/8/13PatientPG is aware that patients can find the front door heavy and are monitoring the situation as part of their action plan and patient survey. February 2015
Thank you from new patients who commented that the staff and GPs are “amazing”.  30/8/13PatientCommunicated to staff.August 2013
Patient suggesting that we have a room for patients to weigh themselves and take their own BP.27/2/14PatientEmailed reply explaining that we do not have a room but will consider this if/when the premises are expanded.  Ongoing review
It was recommended that consideration be given to the purchase of a small pump to pump away standing water when the drains overflow.Winter 2014Patient GroupPM had meeting at Winstanley’s Leyburn to discuss the best pump for the job but advice given was that there was not a suitable pump available due to the large filter that is required at the end of the pick-up hose.   
Remove traffic islandAutumn 2013Patient SurveyThe roundabout serves a purpose in slowing down traffic in front of the main entrance. In order to increase visibility the lower branches of the tree were removed in Autumn 2013.Autumn 2013
The surgery should publish positive comments instead of the number of missed appointments on the Jayex board in the waiting room.23/10/14PatientMessage  regarding DNA’s removed from Jayex screenNovember 2014
Surgery should consider increasing the number of appointments that can currently be booked on-line.September 2015PatientNumber of appointments increased from two to four.September 2015
Radiators in play room can get hot when patients adjust the temperature controls. September 2015PatientRadiator covers installed in play room and waiting room.October 2015
Picture of kitten behind reception has reflective glass and patients at front desk can see office staff behind screen.September 2016PatientPicture replaced by one with non-reflective glass surface,September 2016
Cease taking repeat prescription orders over the telephone.June 2017Patient GroupDate of 5.11.17 set for ceasing service.November 2017
Erect signs warning of fines for dog fouling.July 2017PatientSigns erected.July 2017