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
| Suggestion | Date | Source | Action taken | Completed |
| Better communication with patients by use of a practice website. | June 2011 | Patient Survey | Website created | July 2011 |
| More doctor appointments | June 2011 | Patient Survey | Additional ½ time partner appointed | November 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 2011 | Patient Survey | Patient Group formed | 26thSeptember 2011 |
| Clean carpets in Waiting Room | June 2011 | Patient Survey | 6 monthly carpet cleaning rota instigated and chair reupholster started | Ongoing |
| 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 2012 | Patient Survey | Sign 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 2012 | Patient 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 2012 | Patient Group | Letter 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 2012 | Patient Group | Patient Group produced a patient leaflet to promote these issues and others. | Autumn 2012, updated and reprinted Spring 2014 & 2015 |
| Waiting Room smells musty | January 2013 | Patient | Air fresheners placed in waiting room | January 2013 |
| Why do we not have a bicycle rack? | 26/2/13 | Patient | Bicycle rack ordered and installed. | March 2013 |
| Consider installing automated front door | 1/3/13 | Patient | Referred 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. | 25/3/13 | Patient | Looked 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. | 23/4/13 | Patient | Booking in settings altered so now welcomes patients by title and last name | May 2013 |
| Patient asking for tree on Firby Road to be removed. | 5/7/13 | Patient | Highways 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. | 23/8/13 | Patient | From 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. | 23/8/13 | Patient | PG 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”. | 30/8/13 | Patient | Communicated to staff. | August 2013 |
| Patient suggesting that we have a room for patients to weigh themselves and take their own BP. | 27/2/14 | Patient | Emailed 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 2014 | Patient Group | PM 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 island | Autumn 2013 | Patient Survey | The 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. | 23/10/14 | Patient | Message regarding DNA’s removed from Jayex screen | November 2014 |
| Surgery should consider increasing the number of appointments that can currently be booked on-line. | September 2015 | Patient | Number of appointments increased from two to four. | September 2015 |
| Radiators in play room can get hot when patients adjust the temperature controls. | September 2015 | Patient | Radiator 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 2016 | Patient | Picture replaced by one with non-reflective glass surface, | September 2016 |
| Cease taking repeat prescription orders over the telephone. | June 2017 | Patient Group | Date of 5.11.17 set for ceasing service. | November 2017 |
| Erect signs warning of fines for dog fouling. | July 2017 | Patient | Signs erected. | July 2017 |