Friends and family questionnaire results

• It is always a very good atmosphere in this surgery, you are made to feel welcome and you’re greeted with courtesy and patience. The GPs are excellent, they come out to collect you no buzzers or screens. The services available are also excellent, the nurses, receptionists and dispensary staff are professional and caring.
• Quality of service including the ability to get an appointment at relatively short notice and also the fact that there is a dispensary making it a one stop shop.
• Very helpful staff, the dispensary staff are amazing ,always do their best to help, and always very friendly
• Every contact is dealt with efficiently and quickly. Staff have gone out of their way to ensure that my needs are met as quickly as possible.
• You receive excellent care, call back phone calls, they find way to getting a doctors appointment and everyone is so very polite, friendly and helpful.

Things we Could Improve on:

• I find your prescription collection system not for me as times pharmacy open I find difficult to get someone to collect for me and it’s not an option to have it delivered to local shop for collection as have fridge items – Please talk to Dispensary to arrange alternative time for collection
• Queuing at the dispensary – Difficult as we can only deal with one person at a time !
• Provide repeat prescriptions without me having to ring up and order them every month.– We needs to know what patients are using  for their safety and to reduce  waste.
• Enable online booking of doctors appointments –   We do have slots available each day to book on line,  they obviously get taken very quickly.
• Wish you were told your results good or bad. – You can use the NHS App to look at your results or call reception in the afternoon

• It’s a great team at the medical centre and one always feels respected and cared for. We are very lucky to have such an excellent medical practice
• This last visit was amazing the nurse was so lovely and helpful and really listened thank you
• I always feel listened to and everything is properly explained
• Straightforward to arrange appointments and I feel that I am treated with respect. It is a practice with the local community at it’s heart and therefore the feeling is friendly and helpful.
• The surgery has an excellent atmosphere, the staff both medical and administrative are efficient and caring. I count myself very lucky to have QMC as my local medical centre.
• On reflection I don’t think we should tell anyone else what service we get at QMC otherwise it will get too busy and things will change

Things we Could Improve on:

• Make the dispensary opening hours longer as difficult when working to get there on time This would be an additional cost to the Practice to staff this regularly. You can pick up medication at other times however it is safer for the dispensary to have some times without interruptions to process orders and make up script requests
• Have you oiled the front door yet  – honestly the front door doesn’t need oiling or WD 40, we have taken it apart and put it back together many times, there is nothing we can do to stop this – sorry !
• If you wish to change your registered GP please just ask on reception we can do this for you.

Some Comments Received from February were:

• Lovely doctors, I’m a regular and they are always kind and respectful. The receptionists are lovely, the nurses are fab and the doctors always listen.
• Dr actually listens and nurses and everyone.  Always very helpful and cheerful.  Nothing is too much trouble.  Fantastic people who actually care.
• Quick appointments, friendly staff, short wait times, good reminders for appointments.   Wonderful to have a dispensary on site.
• The staff are always very professional and  friendly. They will go to great lengths to give me an appointment as soon as possible.
• Personalised approach, friendly staff in all areas: admin, pharmacy, medical.
• Very fast/easy access to speak to a GP, quick to answer the phone, prompt access to appointments, very friendly and approachable staff. I felt genuinely cared about as a patient. Overall excellent experience!
• We have moved from the Southeast in the last year and I have to say that every experience with healthcare in the Southwest has been fantastic. Quick response times, quick appointments, amazingly pleasant and helpful staff.

Things we Could Improve on:

• Blood pressure machine – We provide Blood pressure machines on load as do the library for any patients that would like to do home readings and send them in to the Practice.
• Electronic check-in. – This is something we can look into when funding is available.
• Reduce the number of patients or get another junior doctor – We would need the funding to pay an additional GP and the practice still to be financially viable
• “Better communication and coordination across the service. The NHS app should show all appointments not just GP’s and be more interactive with patients. -I am sure in time the NHS APP will link all NHS services
• Limited pick-up times for repeat medications– This would be an additional cost to the Practice to staff this regularly. You can pick up medication at other times however it is safer for the dispensary to have some times without interruptions to process orders and make up script requests

Some Comments Received from January were:

• Everything from booking the appointment, seeing Doctor, having blood taken and receiving blood test results was speedy and so easy and everyone was so helpful and very pleasant
• Efficient, helpful and welcoming staff. All practitioners have wonderful ‘bed side manners’, are polite, reassuring and informative.
• Brilliant practice and always get an appointment , Doctors and staff the best ever , I am very lucky to be a patient at this practice , been there for 15 years !
• I feel your practice is great, staff always helpful & help with any problems. I have recommended your practice multiple times
• Reception staff always polite and respectful. Doctors always reassuring and supportive. Dispensary staff always friendly and helpful.
• I phoned up to register as a temporary patient needing an urgent appointment. All arranged over the phone straight away, even though the receptionist was in training!
• The Quantock Medical Centre is a first class practice that serves the neighbouring villages exceptionally well. The GPs, Nurses, Dispensary and office staff always deal with your needs in a friendly but very professional way. We are lucky to have such a facility

Things we Could Improve on:

• A self booking in system may improve efficiency.
• Pharmacy open on Saturday morning Dispensary is open on Saturday mornings 8.30 – 10am for those patients who cant get to the surgery in the week
• As wait times are becoming an issue with ever increase of demands on the practice, perhaps an additional GP  could support the practice. – Just need the funding to pay an additional GP and the practice still to be financially viable
• Pharmacy does not always have medication in stock. We carry basic stock items, if there is a problem with obtaining items there is usually a national problem or a delivery problem. To carry a full complement of all items for a small village would be very wasteful to have  stock on shelves unused and then to be destroyed when out of date – not efficient stock control
• X ray results could have been passed on to me somewhat sooner. –Do you have the patient app to be able to look at your results online, you can also contact us to see if they have been received at the practice it can sometimes take  3-8 weeks to receive x ray results. We do not get in touch when results are normal.
• Opening times of dispensary, another triage nurse so you could discuss health concerns that might not require seeing a doctor. – Again comes down to funding more staff in all areas. And having qualified people apply for these roles

Some Comments Received from December were:

• Short waiting times, all the people in the practice run it like clockwork, never thought I’d ever say that a visit to a Doctor can be a pleasurable experience.
• The physio assessed me well and asked lots of questions, she then provided some useful exercises to do.
• Not difficult to arrange appointment. At the surgery treated like an individual. Doctor fully explained outcomes of recent tests and hospital procedure.
• The medical staff make me feel relaxed and my health is their top priority.
• Fantastic Practice, wonderful caring staff, all who work there.
• Friendly, thorough, professional from start to finish, not rushed.
• Quantock is the perfect village practice and dispensary. Always accommodating and very efficient. Thank you for your excellent service.
• Already a friendly helpful service and never too long to wait for an appointment and extremely good GP’s working at the practice.

Things we Could Improve on:

• We need more Doctors as the current Doctors are overworked – We would love to recruit more GPs but obviously funding is an issue
• Now we can order repeat prescriptions online it would be ideal if, once the prescription has been dispensed and is ready for collection, an online message or email could be returned to the patient -The dispensary will look in to this but not always time to contact the 1000’s patients  they dispense to each day, the standard is the medication will be ready in 3 working days.
• Too many posters on the wall and the table in front of pharmacy window is awkward – Yes difficult to minimise posters as patients always ask for  more information. We have decided to keep the table in front of dispensary as it has stopped patients barging others out of their way (yes this does happen) and it creates a bit of a barrier to reduce risk of infection and staff getting ill.
• Bigger car park? – Would be great if we had more land
• Another disabled parking space.– agree if we had more spaces available, there is quite a rapid turn around of patients so spaces do be come available quite quickly
• Have some AA and NA literature and posters clearly available in waiting room.- Most information can be found on line, if  anyone can not access a computer we would be happy to help print details off  or send links to phone numbers. Very difficult to have information on everything available – already complaints about too much information

Some Comments Received from November were:

• Great, consistent service from everyone. We are VERY lucky to have such a fantastic facility in our community. It doesn’t feel understaffed which is a big positive.
• I got my appointment easily and it was on time. I got a diagnosis quickly and an email with information and advice.
• Everyone is so helpful and kind and I mean all the staff, not just one or 2😀
• Old fashioned values coupled with modern day efficiencies. Always great with a welcoming smile 10 out of 10.
• The receptionist directed me to a physio appointment which was a good decision. I got well treated and good advice
• Friendly reception staff, generally easy to get an appointment. The Dispensary staff are efficient, friendly and often go beyond the call of duty.
• Helpful staff. I have always been lucky enough to see a doctor within good time of my enquiry. Always had referrals or further investigations from my visits (if needed). Nursing support is also first class. Thank you all.
• Already a friendly helpful service and never to long to wait for an appointment and extremely good GP’s working at the practice
• I can always get an appointment when required with the doctor I want to see.  The GPS, practice manager, receptionists & pharmacists are all very friendly and helpful.

Things we Could Improve on:

• Maybe recruit more staff especially doctors– We would love to recruit more GPs but obviously funding is an issue
• Open pharmacy longer– Again funding is an issue for more staff hours
• Are we allowed magazines back? – Since Covid we expect patient to provide their own reading material to reduce risk spreading germs to others
• Please oil the squeaky front door! – It is a mechanical issue not an oil issue and we have tried to fix this but not really helped
• Would be nice to have an app (ask my GP app) so that instead of ringing one could send a message for the doctor or nurse – You can look on the website you can send a message via GP Connect

Some Comments Received from October were:

• Very fast appointments, all staff are friendly and extra helpful, results arrive back within days, I’ve been to many different practises, and this one is better significantly
• Quick efficient service with superb practice manager and GP’S. Brilliant dispensary service.
• Everyone is so kind, caring and very professional. You really feel you are being listened too and that all staff, reception, doctor and nurses are doing their best for you.
• Quantock medical centre is the best. Always do their utmost to help the patients. We are very lucky.
• The Doctors, Nurses, Manager , Reception and all the Pharmacist are all absolutely tops always go above and beyond for you.
• Good surgery prompt appointment excellent counter staff. Really good doctors including stand in replacement doctors. Good service from our pharmacist who are under pressure to get our prescriptions done on time (not a easy Job) and professionally seen by our doctors who always try and give patients conference and the very best care. Also, under pressure constantly. The best surgery for miles around. We in Nether Stowey are so Lucky
• Reception staff friendly and helpful. Short wait times to see/speak to doctor. Info boards helpful. Communication excellent.
• Excellent patient-centred approach. They try their best to fit in appointments, with amazing flexibility. They are very fast and efficient
• The Practice is run efficiently and professionally. The Doctors are dedicated and make you feel at ease (including locum doctors) All the nurses and staff are helpful, friendly and welcoming.

Things we Could Improve on:

• As I work it would be helpful to know if Dr’s are running late so I can gauge how long I have to wait. – Apologies Receptionist should put a sign up to say if the GPs are running late
• Could be a bit warmer in the waiting room- Difficult to increase the heat in the waiting area due to the front door constantly opening, and the building being very old and poorly insulated.
• Look into reducing queues for the dispensary? – People can choose to pick up their medications between 10 – 12 and 4 – 6pm, it is difficult when people decide to all come at the same time.
• Have some toys for the children that are waiting – Due to the risk of infection  all toys have been taken from the waiting area, we would expect parents to bring entertainment for their children
• More of the padded seats in the waiting room! They’re more comfortable, a good height but also having the arms makes them easier to get up from (not just for me, something I’ve observed with others too, the difficulty in getting up from the stacking chairs). –  We are in the process of replacing chairs , they are over £300-£800 each so this is a very big expense and will be done over time
• Better menopausal care and info – We have 2 dedicated prescribing nurses who are able to help with any Menopause issues if you ask when you book an appointment

Some Comments Received from September were:

• My experience of the surgery has always been excellent, I have always been able to see or speak with a Doctor, and I have always been very happy with the advice and care I have received.
• Professional, caring staff, looks after their patient very well . Amazing at following up with their patient.
• Exceptional care, always try to accommodate your needs. Polite, caring, understanding. Work hard.
• I felt heard, listened to and treated expertly in a peaceful environment.
• So lucky to have this surgery, never a problem to see a doctor, brilliant doctors, nurses and staff. I have been a patient there for 14 years and never had a complaint, can’t praise them enough!!
• Incredibly friendly, helpful and efficient reception staff. Professional, reassuring and compassionate GPs.
• Lovely staff, very friendly and efficient. Nice music in the waiting room helps people to feel relaxed. Feel very confident with treatment. Wish I’d joined years ago.
• I’ve always had an exceptional experience at the Medical Centre. All the staff are caring & compassionate, and I am always given a prompt appointment.

Things we Could Improve on:

• I still think you should be told one way or the other when you are waiting for results. – We do not have the capacity to respond to all negative results, if you would like to know your results  these can be seen via your nhs app or you can contact the practice and ask for the results direct. 
• Repeat prescription times are getting too long. (I do appreciate everyone is working really hard on this) – our request is for 3 days to complete your repeat request, if there is a problem it will be due to delivery issues and manufacturing issues of your medication which we have no control  over.
• Longer dispensary opening hours– The dispensary team do need time during the day to restock, order and fulfil prescription requests hence the need to have defined opening times to avoid the disruptions for safe dispensing
• More parking – Apologies – there is a turnover of vehicles and historically people do park in the road, Not sure how we can improve the parking – this is a village wide problem
• Open Saturday – We are Open Saturdays 8.30 am – 10 am for appointments and prescription pick ups

Some Comments Received from July were:

• Easy to get an appointment. Very professional. Very thorough and good at explaining options for treatment, tests and medication.
• The “male” receptionist is always patient and helpful on the phone and at the surgery delivering good customer service, a great asset to the practice
• I am always treated with respect and dignity and the staff will go above and beyond to ensure patient care.
• Brilliant surgery, helpful, polite staff, been a patient there for 12 years and always very well looked after and never have to wait to be seen and phone always answered straight away. In today’s climate I feel very lucky to be a patient at Quantock surgery.
• The practice is friendly and approachable. My wife and I both feel like you have invested in our health and have taken all necessary steps to help us with our medical issues.
• I have constantly been impressed by the efficiency, politeness, enthusiasm and positive approach shown by everyone at the surgery.
• Superb old-fashioned dedication to providing a service, coupled with modern day efficiencies, and technology
• Receptionist dealt with request professionally and with understanding. Appointment booked for as soon as they could. Appointment with nurse was informative, comprehensive and clearly explained.

Things we Could Improve on:

• I think we should reduce the waiting time for a doctor’s appointment   – current waiting time is between 1 week and 2 weeks  for a routine non urgent appointment
• If appoints running late, let patients know expected wait time.  -Apologies we do try to put a sign up whe we are aware the Doctor is taking longer with a patient
• The only thing that could be slightly improved is the telephone service, not the receptionists as they are all very good, but sometimes when you call the phone rings and rings and then drops out which is very frustrating. – We have recently changed our telephone system and will look in to this
• It can sometimes be a very long wait for a telephone appointment scheduled at 9.10…approaching 3 hours on the most recent occasion. – Apologies we will look at when telephone appointments are booked on the clinic to give patients a better idea when  they  will be called back
• Permit prescriptions to be issued covering a full calendar month and not just 28 days’ worth. Better still allow us 2 months medication at each request please.  We can only dispense how the medication is manufactured i.e 28 days or 4 weeks. We are a dispensing Practice, the reason the practice is financially viable in such a small village is because we dispense monthly prescriptions. If we went to 2 monthly prescription we would have to close and patients would then have to be seen in Williton, Cannington or Bridgwater. We need to maintain the financial viability of the practice for the local population. If you would like to discuss this further please do come and talk to the Practice Manager.

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from June were:

• Calm presence kind non-judgemental reception staff the doctor was very kind and listened to my problem
• I am always treated with respect and kindness by all the staff at my surgery.
• Quick and very thorough response to.my symptoms.  Very impressed with care and speed of help.
• Friendly and professional service. You get the impression that this surgery genuinely cares; refreshing when you are over 60.
• The nursing team at the surgery have been top notch, kind, knowledgeable, approachable and professional
• Just so efficient and everyone I have come across has been so excellent professionally and personally. I cannot praise them highly enough. Thank you
• Doctors go above and beyond to help and sort out your ailments. All staff there are just perfect it’s a A**** service they give to all the community

Things we Could Improve on:

• Stop taking on so many new patients so that there is time to follow up with patients the effect of treatments. This appears to have dropped off over the last few years We are a practice for the village and surrounding area which includes any new patients who move to the area. Patients who move out of our area need to register with a practice closer to their new home this will help the situation and we are working on this.
• Provide a response when x rays and tests are negative.We do not have the capacity to respond to all negative results, if you would like to know your results  these can be seen via your nhs app or you can contact the practice and ask for the results direct.  
• Only concern is Wintertime or wet weather that an undercover area would be great. I do realise that this would need money and cause disruption.
• Sometimes takes a while to get through on the phone but just need to be patient
• Open the dispensary a tad longer it’s hard to get there during opening times when working.  – We are unable to open the Dispensary whilst the team are processing and putting away deliveries due to tight space and risk of an accident and mistakes being made due to interruptions. If you are unable to make it during collection times please contact dispensary by email or phone and they will have your medication to collect out of hours from reception.

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from May were:

• Excellent reception and quick appointments. Also time is taken to ensure you have no other problems you wish to discuss during your appointment. I have to mention the friendly and helpful staff manning prescriptions. We are very lucky. Thank you.
• This is the best Doctors I’ve had since I was a kid in the 70s, People actually care about you and you’re not just a number
• Doctors are very friendly and approachable.  I don’t have to wait for my appointment.  Dispensary is very efficient
•  Very friendly well qualified and helpful staff, excellent Drs who go over and above to sort out any problems which require treatment or further Enquiry.
• Made me feel at ease and everything was explained on a way that was easy to understand

Professional and friendly

• No matter how busy or pressure there is always a smile and helpful understanding

Things we Could Improve on:

• Get rid of that enormous table forming a barrier to obtain one’s prescription. The table makes signing difficult and serves no useful purpose other than increasing the number of people queuing outside.–  The table is there for a reason to try to reduce patients pushing in front of each other which did happen before and try to reduce patients leaning in through the counter being able to take medication stored on the side or viewing others details.
• Please be clearer about what time a phone call appointment will be.  At least narrow it down to within an hour if possible. Recently missed a call because it was much earlier than I had been told it would be –. Unfortunately we cannot be clearer about phone call times as this is dependant on how the GP clinic is running and what additional on the day emergencies occurr.
• Open weekends –. Dependant  on funding
• Dispensing longer hours.  – We are unable to open the Dispensary whilst the team are processing and putting away deliveries due to tight space and risk of an accident and mistakes being made due to inetruptions.

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from April were:

• Lovely staff within the whole surgery. Always friendly with a smile and very supportive. The surgery is always clean and tidy and the staff run on time. A true example of how things are to be done. Very grateful to everyone within the team. Thank you.
• Polite and friendly staff; welcoming atmosphere in the building; excellent range of information.
• The care given is excellent, everyone in the surgery listens carefully and does their best to help. They are kind and considerate and helpful.
• It’s a surgery that cares about people and you’re not just a number. Doctors and staff are professional polite and helpful. Nothing is a problem. They help and they listen
• I felt relaxed.  The Nurse and I had a good chat.  She’s a good listener too. The room was well planned out and I loved the big cosy chair.  I loved the music while I was waiting in the reception and reading on the monitor a lot about Thomas Poole Library and the clubs they hold. This helped me relax too.
• Everyone is so helpful and friendly. They are all professional and courteous but also considerate and polite. Really cannot fault the team in the surgery.

Things we Could Improve on:

• Notify patients of test results.  –  You can use your NHS app, or call in . We do not have the resources to contact all patients with their results, we only contact patients if teher is a concern.
• Bring morning pharmacy opening hours earlier – We are unable to open the Dispensary whilst the team are processing and putting away deliveries due to tight space and risk of an accident.
• When I came out of the room I went the wrong way. 🙃Perhaps a big sign to say Exit this way on the wall opposite or, the Nurse direct you out. I even get lost coming out of a public toilet!  Maybe it’s just me? 😀.  – There are lots of exit signs outside of clinic doors even if we put up bigger signs people will always walk the wrong way.
• Telephone answering system.  When phone is answered, the human element is very good but the mechanics, literally being cut off rather than put on hold, during working hours, are not satisfactory. – We are looking at changing our telephone provider in the next few months
• Reading material since Covid has been very limited. Having something to read whilst waiting would be good – Patients should really be able to bring in their own reading material when they have an appointment, they are aware that sometimes they may have to wait for the GP or nurse.

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from March were:

• My GP surgery is the best! We are so lucky to have them in our community. The phone is always promptly answered, always helpful and polite and you can get same day emergency appointment. We are also so lucky to have a pharmacy on site.
• The care my partner and I have received so far has been some of the very best
• Very friendly and efficient well run practice. Drs, nurses and staff are well trained and up to date and knowledgeable, helpful and friendly
• Really impressed with the staff supporting us with a horrible situation with my sons illness
• Gentle approach but detailed fact gathering. Virtually painless bloods taken. Friendly professional manner.
• Staff always welcoming and friendly, from receptionists, pharmacy, doctors and Health care professionals.  Thank you!

Things we Could Improve on:

• It would be good to be able to drop off a urine sample for dipstick test without an appointment with a nurse. Some surgeries do offer this. The samples could be placed in a box at reception and tested in bulk at the end of the morning shift. Patients could be informed and offered treatment for a suspected infection in a more timely manner and any positive samples could be sent to the lab for further testing.  – This is a really difficult issue as we are the highest prescriber of antibiotics in Somerset, best practice is to understand the reason for the infection and treat the symptoms, this is why we need to see the patients. Samples do get sent to the lab which is why treatment options might not be as timely as a patient would like as we need to see which would be the most suitable antibiotic to prescribe. We are also not able to dip any urines for patients over the age of 65 years, these have to be sent to the lab regardless.
• Due to my health needs I needs regular blood tests that relate to my cancer treatment. They can’t be made in blocks for medication/heath needs change. It can be hard to book a blood test sometimes (no spaces) and would mean I have to travel to the beacon centre for it. Which means a longer journey and repeated as return the following day to the beacon centre. In the past one receptionist would do her best to squeeze me in but she doesn’t seem to be there now. There are a lot more receptionists now and has lost the personal touch a little. Being a cancer patient I would love for some ease in getting a blood test. I do understand it isn’t an easy fix as so many require similar needs. But if anything could be done I’d be most grateful.  –  We will look into this for you, we have had a difficult month with staff absence so  there would also be less appointments available at these times but if the staff were made aware of your difficulties I am sure they would happy make adaptations for you..
• Maybe more staff, as the village has grown and grown increasingly in the pharmacy. Main one would be Saturday collection of prescriptions – We are Open Saturdays 8.30 am – 10 am for appointments and prescription pick ups, we have increased our staffing numbers,  unfortunately without extra funding we are unable to keep increasing staffing costs. this request is not realistic.
• Ensure that an individual’s medical record is fully complete after they re-register with QMC from a different medical practice. Some of my data and yesterday of my wife did not get transferred from our previous doctors.  – This would be a technical problem with the previous practice and our clinical system, we do get previous records sent to us to then include in your record, probably a timing issue with the transfer and your registration and you being seen so promptly.
• Have a translator for those of us who don’t speak English perfectly– there are translation facilities we can arrange for you if you need them, helpful to book an appointment in advance so this can be arranged if you mak ethe receptionist aware.
• V small but the website has not been updated since 2021according to the dates quoted on the pages I visited.  – the Practice Manager updates the website every month at least, not sure which website you visited – may have been an old site? Website address is www.quantockmedicalcentre.nhs.uk

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from February were:

• It is quite easy to get an appointment.  The surgery doctors and nurses always listen, giving me confidence in their assessments and often go above and beyond. I am very grateful to have such a fantastic doctors surgery.
• Extremely helpful staff, appointment availability is good even on a same day basis. Medication requests dealt with smoothly.
• I have had excellent experiences with Quantocks Medical Centre. They are efficient and friendly. Nothing is too much trouble for them
• There’s always a happy atmosphere and everyone is always helpful even when I make a mistake like forgetting to tick the right items in my prescription.
• Always contactable, excellent treatment, never hurried, listened to , followup treatment excellent, well explained treatment, staff always helpful & treat you with dignity.
• It’s the best Drs practice I’ve ever known. All the staff are friendly, kind, helpful and professional.  I can always get a timely appointment.
• Reception Staff very helpful, kind and efficient. Doctor made me feel at ease and was caring.

Listened and explained treatment that was needed. Overall a very positive experience thank you.

Things we Could Improve on:

• Would love pharmacy opening to move forward from 9am to allow for collection after school runs Apologies without extra funding we are unable to provide longer collection times, you can always phone or email ahead and ask to pick up from reception.
• Let people know when online prescriptions are ready for collection – we are trialling messaging patients when their scripts are ready to collect, generally  repeats are ready within 3 working days.
• Waiting room chairs with arms please – We do have chairs with arms and are gradually replacing chairs with arms over time
• Open Saturday – We are Open Saturdays 8.30 am – 10 am for appointments and prescription pick ups
• If possible to improve parking facilities as sometimes have to road park and have encountered unhappy neighbours in the past.   Apologies – there is a turnover of  vehicles and historically people do park in the road, Not sure how we can improve the parking – this is a village wide problem
• Encourage more staff to learn about dealing with children/young adults and adults with autism and learning difficulties – staff are undertaking Oliver McGowen Training to help with their awareness and understanding
• Heat the waiting room – Apologies The building is very old, no insulation and we do have the heating on permanently over 22 degrees sometimes more

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from January were:

• Outstanding service as always. All staff are polite and the doctors are fantastic. We’re very fortunate to have such a good GP Practice (and dispensary) given the general NHS difficulties nowadays.
• Easy to get an appointment, good reminders sent regarding my appointment, very clean and friendly environment at the surgery
• The staff at QMC are very professional, incredibly supportive, extremely helpful and very kind.
• Friendly staff, never felt rushed at an appointment, easy contact for dispensary/prescriptions
• Friendly and helpful staff making swift appointments with the doctors in person or on the phone making you feel really looked after. The nurses are very caring too.Thank goodness we have Quantock Medical Centre to support us.
• I have always been treated with kindness and with care. Following any visit to Doctors or Practice Nurse I leave feeling that I mattered to them.
• Good availability of appointments. Good variety of services eg nurse, physio, wellness. I like that there’s clearly conversations between practioners and follow ups if and when. Feels very pro active and all practitioners are caring and make you feel at ease

Things we Could Improve on:

• Longer dispensary opening hours Apologies without extra funding we are unable to provide longer collection times you can always phone or email ahead and ask to pick up from reception
• The roller window on reception needs oiling as it bashes about when opening.–
• Online booking of in person appointments not just phone- Due to patient demand and expectations the Practice does need to have control over booking and prioritising appointments from a clinical ‘need’ not patient ‘want’ point of view for their appointments
• I have always thought self check in a good idea. Often a receptionist is dealing with someone on the phone and there is a queue, this can make the receptionist feel pressured. We are a small personal surgery  we do not feel the need  for a self check in or wish to fund this at this time
• When blood and urine samples are taken in checkups that results are shared with patients.Results are available via  the NHS app, we only contact patients if results are not normal and need further action. Patients can always ask receptionist for  acopy of their results if not on the NHS APP

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from December were:

• Everyone seems to be happy to help, appointments are available in a reasonable time, and medications available direct from the site dispensary.
• Your surgery offers first class, timely support to customers in a time when such support is lacking in many locations around the country.
• Always ,always so helpful and understanding. And will go the  extra mile for you
• I feel ‘cared’ for.  All members of staff are ready to listen and help.
• The doctors are caring and all the staff are helpful. I didn’t have to wait too long and I feel at ease with the medical staff. I believe that they do what they can to accommodate the patients and refer them where necessary
• Understanding doctors and recent events with grandchildren evidencing level of care at practice is outstanding

Things we Could Improve on:

• Dispensary open longer hours Apologies without extra funding we are unable to provide longer collection times you can always phone or email ahead and ask to pick up from reception
• Be more flexible with appointments. Having to phone at 8am for a same day appointment is ludicrous – Our clinics are half bookable on the day for urgent concerns and half pre bookable as far in advance as a patient would like. We would always offer the next available appointment. Demand for appointments is high as across the whole of the NHS, but to call later in the day and expect to be fitted in to an already over booked clinic adds even more pressure to  the clinicians and is unsafe practice.
• Online booking of appointments, not just phone – Due to patient demand and expectations the Practice does need to have some control over booking  and prioritising appointments from a  clinical ‘need’ not patient ‘want’ point of view for their appointments
• I guess as the village has grown a lot we could do with an extension and a new doctor if at all possible. This would ease the pressure from the team.- Again this comes down to funding – if there was a generous benefactor in the village that would like to fund the costs of an extension and ongoing costs additional staff that would be greatly appreciated

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from November were:

• Practice feels like it’s there for the patient and everyone working there seems to follow this work ethic.
• Always managed to get seen promptly, receptionist very positive and polite . Great prescription line and staff .
• They are always so friendly. Welcoming staff and really helpful. Pharmacy are always going above and beyond for me. Nurses have been amazing with my children’s vaccinations recently and my recent smear. No rushing and took lots of time listening to me, when I was asking about a different issue. Obviously Dr Stone has always been brilliant, too. Very personalised service supported by brilliant communication system.
• We have an excellent practice with the most wonderful staff anyone could wish for. Always there to support you and try their best to give you an appointment asap.
• From what I hear both locally and generally I feel privileged to have access to such a practice. I find all the staff including doctors extremely helpful and caring so I thank you all.
• The practice has always given me a very good service and every time I visited I have always left that I had received the best treatment or advice

Things we Could Improve on:

• The only thing I find difficult is picking up my meds as the times you are able to collect I’m generally at work.  Apologies without extra funding we are unable to provide longer collection times you can always phone or email ahead and ask to pick up from reception
• Booking in system to do yourself – This would not be a funding priority for the practice at this time
• Book online appointments yourself Due to patient demand and expectations the Practice does need to have some control  over booking  and prioritising appointments from a  clinical need not patient want point of view appointments
• Update furniture , little dated.- As funding allows, this is nor really a funding priority at this time, new chairs can cost in excess of £100 – £800 depending on the type of chair
• Fix the squeaky front door- We will try to do this.
• Get water dispenser and cups- in 2024 from an environmental point of view we would expect people to carry their own water to avoid waste and from a health and safety point of view avoiding wet floors. If anyone does need a drink whilst waiting they can ask reception and we will be pleased to help
• Remember to have the reception window closed when discussing patients as it’s been heard when in the waiting room. –Thank you for the reminder
• Maybe a porch for people waiting for tablets –There is no additional funding to allow for this  
• Make reception desk a more confidential area. – Apologies this is very difficult to do without altering the whole building, and would require funding
• Baby changer & Water dispenser – baby changer in patient toilets
• More availability on appointments as now it’s a busy practice, harder to get an appointment the same week. If the need is  a clinical priority we are able to book patients on the day, unfortunately if it is not patients may need to wait a week, this is not unreasonable given the demands on the NHS across the country, some practices have over a 6 week wait for a routine GP appointment

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from October were:

• Superb personal service provided by genuine caring people. Ten out of Ten in my book. Excellent in every possible way.
• Dealt with my medical issue with efficiency and explained things clearly. Also took time to answer my questions.
• The way that I’ve been helped by the nurse regarding menopause has been fantastic. I never thought I’d get any better and she’s done everything possible to help me.
• Because it’s the best Health centre in Somerset everyone works together a Great team Thankyou
• Having the local surgery and dispensary gives the highest level of personal service. The facilities are great and all of the doctors and staff afford you all the time and attention needed.
• Very friendly staff, knowledgeable.  Go above and beyond.
• All at the practice were very helpful, friendly, polite and professional. They have a very ‘can do’ attitude and ensure patients receive the best service. I cannot commend this practice enough.

Things we Could Improve on:

• Open the prescription collection counter longer. Apologies without extra funding we are unable to provide longer collection times
• I waited about 5 minutes and found the Wi-Fi poor. Not a big deal as I wasn’t there very long but there is nothing else to read apart from leaflets.  – Maybe bring a book or magazine or entertainment when you do come in for an appointment as you never know how long you may have to wait.
• Remove table from in front of dispensary as it makes things awkward when collecting prescriptions and private info needs to be said loudly so that staff can hear. It is also clear communication that pharmacy staff want to be as far away from patients as they can be.  Not welcoming.- The desk is there as somewhere to rest and check prescription bags when collected and to reduce patients pushing in front of others at the counter – often patients would barge each other out of the way before the desk was there believe it or not !
• If I have to come up with anything, it would be to have repeat prescriptions automated.  Had this at previous surgery and it saves so much hassle!
• Could all receptionists answer telephone calls stating you are through to the Quantock Medical Centre

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from September were:

• Fantastic surgery due to lovely friendly staff, always spotlessly clean and of course professional delivery of care.
• Very thorough and they listen to suggestions and try and be proactive
• Easy to get an appointment.  Thorough doctor. Well organised dispensary. Pleasant scrupulously clean surgery.
• Friendly reception, generally prompt appointments. The dispensing team are really helpful and efficient and as for our GPs they are approachable and sympathetic and helpful.
• Nice people – great to have a dispensary – fantastic to be able to see a doctor the same day when you need to. Highly recommend.
• Because you all are very friendly helpful and I can get a urgent appointment if needed. Gives one Great confidence.

Things we Could Improve on:

• Privacy when talking to receptionist
• Improve communication with missing prescription items; my father hasn’t been able to get creon for months and seems left to his own devices (very unpleasant). Regular updates on stock/alternatives would be helpful.
• Long wait at dispensary as busy time but staff were doing their best and really friendly and helpful
• Repositioned the Radio speakers away from reception
• Install a self-serve blood pressure machine in the public area, I have used abroad, it gives a print out, one size fits all, there is an air-sleeve to put your arm in and push a button to operate. Easy to use.

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from August were:

• Lovely staff. Always clean and tidy waiting room
• No problem getting appts, nice environment, friendly reception staff, on site pharmacy, and great GPs.  Practice is well organised and delivered.  Excellent service.
• Easy to contact, staff helpful and friendly. Answer the phone quickly and appointments available within a few days
• Because everyone one that works there go above and beyond to help all their patients, Best Medical centre in Somerset
• Helpful and friendly staff.   Easy access to Doctors and nurses.   Easy prescription procedure.
• It’s a very good surgery. Easy to get an appointment with a doctor, helpful staff on reception and in the dispensary, good nurses and doctors.

Things we Could Improve on:

• Few more magazines please
• Make two separate wide entrances, suitable for wheelchairs as well. One for Pharmacy and one for GP Reception. Maybe make use of the side doors.
• Maybe names and pictures of staff, on the wall. A who’s who.
• Reduce the number of information notices on display, look untidy and probably not read– We have also had comments that patients want to see notices and advertise services, we try and keep them as tidy and together as we can.
• Longer dispensary opening hours – Unfortunately we are unable to provide this with current funding and staffing levels – there is a lot of work which needs to be done in the background without interruptions, we are open on a Saturday Morning and can accommodate patients who work they just need to ask!

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from July were:

• All the doctors and nurses plus receptionists are helpful and pleasant
• Drs and nurses listen and take my concerns seriously. Helpful admin and dispensary staff. Nothing too much trouble.
• Always able to book appointments and total confidence in all members of the team
• The whole staff are friendly, knowledgeable and have a welcoming manner
• Because they all go above and beyond to help all patients out as far as I’m concerned, and all my Family says it’s the Best Health Centre in Somerset.
• Great Doctors and nurses pharmacy and reception staff are really great and the management team are excellent.

Things we Could Improve on:

• From previous visits I don’t feel there is much privacy when talk to the receptionist in front of a full waiting room. Not great – Sorry about this , we have a radio and music in the waiting area, not sure how we can actually change the waiting area to create more privacy would welcome suggestions.
• Availability of over the counter medication at practice pharmacy – We are not a Pharmacy , we are a dispensary we are not allowed to sell products – some over the counter items are available in the local shop
• Reduce the number of notices displayed in the waiting room and by the dispensary. Looks messy and I cannot believe they are read. –  We have also had comments that patients want to see  notices and advertise services, we try and keep them as tidy and together as we can.
• Pharmacy needs to have longer times for collection – Unfortunately we are unable to provide this with current funding and staffing levels – there is  a lot of work which needs to be done in the background without interruptions, we are open on a Saturday Morning and can accommodate patients who work they just need to ask !

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from June were:

• Prompt response to my needs, very friendly practice, in house dispensary
• Excellent GPs and Nurses. The ability to get an appointment fairly quickly. Efficient and empathic management.
• I have always managed to get an appointment when needed, and found everyone from reception onwards very friendly and helpful.
• Always high standards and made to feel comfortable by all members of team
• All staff where lovely, Dispensary were helpful especially thank you to the chief Dispenser ( sorry didn’t get her name ) who was extremely helpful and professional
• We are so blessed to have these amazing people who go out of their way to ensure nothing is too much trouble.

Things we Could Improve on:

• I didn’t connect to Wi-Fi as it was a bit of a faff.  Waiting room is a bit austere- I get bored easily.
• Soap missing from hand wash area in toilet
• More GP’s to relieve everyone’s pressure in the surgery, due to this rapidly expanding village.
• I really can’t think of anything needed other than a self-check in service. Sometimes there are a few waiting at the desk to speak to a busy receptionist.

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from May were:

• Doctors take their time, never feel rushed, nurses, pharmacy staff and receptionists are so friendly, best doctors I’ve had by far.
• This is the best surgery I have ever been registered with. Doctors and staff are terrific, very caring and helpful.
• Clean, well presented, friendly, smiling reception staff. No delays. Nurse was thorough in her examination. Did not rush me through.
• All the staff and doctors are very kind and friendly, especially when you walk in and are greeted with a smile.
• Very professional staff creates an atmosphere of reassurance, bright and airy waiting area. appointment on time. Communication very good allowed to express needs and worries and felt satisfied with the explanation and the next steps forward for possible intervention’s and treatment.
• Always find everyone very helpful even if you have to wait for appointment they will try to get you in or get doctors to give you a phone call

Things we Could Improve on:

• I’m not keen on the receptionist asking what my problem is! It could be personal and I’m not sure they need to know – The receptionists really do need to understand why you are booking an appointment so that  you can have the right amount of time and be booked in with the best available member of the team. Understanding your needs will help get you seen by the most appropriate person and seen more quickly, we ask in order to help you as best we can.
• Give patients copies of blood work or investigations – this is available via the NHS APP, or can be asked for at reception if you do not have access to the APP
• Covered in porchway for waiting for prescriptions in wet weather or when weather is very cold. – Good idea and something to consider when we have access to funding to do this 
• Pharmacy providing ‘over the counter ‘ meds as none available locally. – Unfortunately we are not a Pharmacy and not able to sell medication , local SPAR shops in the area do stock basic medical supplies.
• Longer opening hours at the pharmacy. – We are unable to provide this without additional funding, and staffing, patients are able to pick up medication from Reception with prior notification outside of these hours. The Dispensary team need time to make up scripts, order and put away orders of medication without constant interruptions form the dispensary window.

Re Music in the waiting area:  We have had a mixed response as we would have expected , some people love it and feel it is calming and relaxing and helpful, others don’t like it –  We feel that we do need music in the waiting room to distract patients from others conversations, we are stuck with the building as it is, and hope that patients will be tolerant and will understand these reasons.  Thank you

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from April were:

• When I call to make an appointment, I get to speak to a person not an automated machine, I can get an appointment within a couple of days, if not the same day & don’t have to wait a week or so to see a doctor.
• Just superb service from a friendly, but professional team of dedicated people. Thank you so much for all that you do.
• In my recent visit the nurse listened well, gave me lots of information that was informative to me, went through different things thoroughly with me. I came away feeling like progress had been made.
• My appointment before that, the doctor was very honest with me about his knowledge on HRT and referred me to someone in the practice with better knowledge, this honestly is greatly appreciated. The dispensary staff and reception staff are always helpful and approachable.
• Always get an appointment in the appropriate timescale, very helpful receptionists and pharmacy service is excellent.
• The practice is friendly and efficient. I had no trouble getting an appointment and was seen by the doctor on time
• I would recommend this practice because this was my first visit, the reception area was clean and welcoming and from the time I booked my appointment and then to seeing the nurse, I felt the staff were friendly, professional and compassionate, I felt I could talk and be listened to without being rushed. Thank you.

Things we Could Improve on:

• Implement service on Saturdays– We are open on a Saturday between 8.30am – 10am there are signs at the main entrance
• Text reminders on prescriptions. – we will look into this this will add time to send individual texts to each patient.
• Recently I counted over 80 posters affixed to walls, screens, noticeboards – everywhere. Trying to find relevant information is like hunt the thimble. Group like notices together under headings in large print – We do seem to get sent so many posters (Many we don’t even put up!), we have had a tidy up and generally they are in some sort of order – most people do use the internet now to search for things instead of posters-
• The disabled parking bay needs re-painting and better signage. Numerous times it has been occupied by vehicles not displaying a blue badge that have drivers with the agility of a gazelle. The French have a widely used sign at their blue badge spaces “Take my parking space and my disability also”– Thank you we will look into this and the costs.
• Longer opening times for the dispensary or ability to collect prescriptions when dispensary is closed would be helpful for those who have to work. – We are unable to provide this without additional funding, and staffing, patients are able to pick up medication from Reception with prior notification outside of these hours. The Dispensary team need time to make up scripts, order and put away orders of medication without constant interruptions form the dispensary window.

 Re Music in the waiting area:  We have had a mixed response as we would have expected , some people love it and feel it is calming and relaxing and helpful, others hate it . Dr Stone is really doesn’t like it and will only tolerate Classical Music (Not pop). We feel that we do need music in the waiting room to distract patients from others conversations, we are stuck with the building as it is, and hope that patients will be tolerant  and will understand these reasons.  Thank you

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from March were:

• Very prompt appointments, kind and supportive staff. Overall highly efficient but also very sympathetic and responsive.
• The team who work at the QMC is seen to work well together, which means they engage the public, have patience, and although they may be exhausted from working in healthcare, I am full of appreciation for their efforts. Today’s life asks a lot of people.
• We feel we are very lucky here in Nether Stowey to live in a village with such an efficient medical centre.
• All the staff and my doctor (dr stone) are very approachable and definitely respectful of my needs. It’s actually a pleasure going into this surgery, as you know there is a smiling face to greet me.
• Appointments are available when needed. The doctors and nurse (Carolyn) are really nice and very professional. They listen to you and take any necessary action
• Because the service and care I receive at the medical centre is very very good. All the staff both medical and administrative are helpful informative and efficient.

Things we Could Improve on:

• Weekend  cover rather than phoning 111– We are open on a Saturday between 8.30am – 10am
• When blood tests and x-rays are taken consideration should be given to inform patient of negative results as well as positive. – We are unable to contact every patient with negative results this would require a huge increase in staffing to cope with the additional administration for little benefit. In the patient booklet when patients register it states clearly that patients will only be contacted with positive or concerning results. There is a Patient App that patients can download to obtain all their results, or for the patient to contact us to ask if unable to access the NHS app.
• Get a blood pressure machine perhaps–  not sure what this means we have many blood pressure machines and are able to also loan these out to patients
• I could be mistaken but there didn’t appear to be any customer toilets which made my last visit a bit uncomfortable. –The patient toilets are in the entrance to the building which you would have walked past, as well as a patient toilet near the Drs rooms for when they require a sample during an appointment
• Text reminders on prescriptions. – we will look into this  
• Medical cover at weekends other than 111– the NHS contract for weekend cover is with 111, we are open on a Saturday between 8.30 am and 10 am.
• Longer opening hours for the dispensary – We are unable to provide this without additional funding, and staffing, patients are able to pick up medication from Reception outside of these hours. The Dispensary team need time to make up scripts, order and put away orders of medication without constant interruptions form the dispensary window.

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from February were:

• I’ve just changed to Quantock Medical Centre and can’t believe how easy it is to make an appointment to see a doctor compared with my previous doctors. The service based on my treatment by all staff at the practice is 5 star.
• I didn’t think practices like this existed any more.
• Receptionist & dispensary are always very helpful. I have always got an appointment easily if needed & the doctors listen and are respectful, kind and on the ball
• It is a lovely practice, staff are very caring, friendly and helpful
• I was very impressed with the care and kindness I was shown and the promptness with the appointment!
• The team was very professional from the outset , the pharmacy attached to the surgery is such a benefit for those who can’t get out the village, the dispensing team were really kind and helpful.
• My visit today was for quarterly bloods. Nurse as always, very professional and welcoming. Was seen on time (if not slightly early) so no hanging around. She knew exactly what I was there for and seemed to know my history. Felt like a person rather than a number.

Things we Could Improve on:

• Maybe longer times for picking up prescriptions. – This is a regular request, if someone really can’t make the times they can ask at reception or a Saturday morning. The team really do need time without interruptions to complete orders and stock control.
• Saturday appointments – We are open on a Saturday between 8.30 – 10am, this is on the website, on the signs outside the building, and has been for many years
• Move the table from in front of reception, or use a smaller table – Table was placed here to try to avoid patients pushing each other out of the way and pushing themselves through the hatch, which was a regular occurrence when table was not there. This can be removed and monitored to see if previous issues occur again
• Would like to see and speak to a doctor face to face not on a telephone – Patients can see doctors face to face and always have done, if you would like a face-to-face appointment please phone up and ask for one

PTO

• A little more privacy when booking in or making an appointment at reception. – if you need privacy, you can ask the receptionist to take you to the side of the office out of view. Unfortunately, the building is quite old and it would be difficult to change the layout, if you have an idea on how to change this please do come and discuss with eth Practice Manager your ideas.
• Just back ground music, especially when you have tinnitus. – to be installed by the Practice in the next few weeks
• Sound proofing the consultation room that opens onto the waiting room as you can sometimes hear people (I noticed this on a previous visit before Xmas  – not this one – and my last two consultations have been in Dr Stone’s room which felt more private) – we will be installing background music to help with this problem

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from January were:

• Just a very good surgery.  Reception are friendly and the drs and nurses go above and beyond even if just to put your mind at ease
• Just a very good surgery.  Reception are friendly and the drs and nurses go above and beyond even if just to put your mind at ease.
• Because the whole team go above and beyond their duties to help every patient
• It’s always easy to get an appointment. Good personalised communication system and appointment reminders. Well coordinated communication with the specialist departments and consultants at the local hospitals enabling prompt access to more specialist treatment when it is necessary.
• It’s a friendly practice and you can get an appointment without waiting weeks, which it what I hear about other practices. I always feel like I’m in good hands and I trust the staff who work there.

Things we Could Improve on:

• Extend the collection time for prescriptions and provide a service over the weekends. – This is a regular request, if someone really can’t make the times they can ask at reception or a Saturday morning. The team really do need time without interruptions to complete orders and stock control.
• We are open on a Saturday between 8.30 – 10am
• Provide up to date test results on the nhs app.  -? These should be available  on the app not sure what is meant by this?
• Perhaps ensure Pharmacy telephone is better manned – Unfortunately the Dispensary telephone line still rings when they are on the phone, it is manned the whole time it is open. There are many other ways to request a repeat such as on line, by email, in person, on paper.
• Background relaxing music in waiting room. – to be installed by the Practice  

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from December were:

• This is the best medical practice I have ever been registered with. The staff are very kind and caring and I have always been able to get an appointment when I have needed one.
• Because all the staff are friendly and empathic and my issues are dealt with either by very competent nurses or by the doctors. Can’t ask for more really 😀
• Friendly and helpful receptionists. Ease of getting appointments. Doctors take care to listen to you. Repeat prescription orders available online with prompt excellent service.
• Amazing service. Nurse so kind. So grateful for the excellent level of care. So lucky to be with this practice. Thank you!
• Everyone at the medical centre has been incredibly kind to me and the difficult time I’m going through, they go above and beyond.

Things we Could Improve on:

• Very helpful and polite, it’s a pity no one is there on a Saturday for advice or a doc on. – We are open on a Saturday between 8.30 – 10am
• Too many notices on walls and doors. – We will have a look at this again as we have also had patients complaining that there is not enough information up for them to seek help and can not wait for the information screen to turn around.
• Put answering machine on Dispensary line when it is closed. – We do not use the answer phone dispensary there are many other ways to request a repeat such as on line, by email, in person, on paper.
• Maybe to be able to pick up prescriptions earlier in the afternoon? – This is a regular request, if someone really can’t make the times they can ask at reception or a Saturday morning. The team really do need time without interruptions to complete orders and stock control.
• Sometimes it would be helpful to talk to someone by phone for advice. Someone with medical knowledge- we can book patients in for telephone appointments
• Water machine please but the service is  high standards  xx – if anyone does need a drink they are able to ask reception, we would like to avoid further use of single use plastics at the Practice where possible, Patients are able to bring their own drinks if they think they will be at the practice for a while.

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from November were:

• All the staff I have had any dealings have always been professional, very friendly and kind.  Always polite. Excellent receptionists and health professionals who should be proud of the service they give, under the ever-increasing pressure they are under.
• You can see a doctor when you need to and the on-site pharmacy is very good. Staff are friendly and have the right balance of knowing you but also respecting your privacy and being professional.
• Every member of the team show they care and treat one as an individual. As a community we are very grateful.
• Easy to arrange appointment, the practice contacted me to remind me that I needed my annual check, staff are local, and I was treated as an individual.
• Every member of staff at the medical centre is professional, informative, welcoming & excellent at their individual job.

Things we Could Improve on:

• There is a table in front of the enquiry desk, probably to achieve social distancing, but it means a patient has to talk louder to the staff member and privacy is lost. – We have decided to keep the table to stop patients barging in front of the person at the front of the window – this happened a lot before  the tables were there. If someone needs to talk more privately they can ask the receptionist to talk in a more private area which would be available
• Declutter! Too many notices. Information overload! Looks messy. Very few can be read from the seating. Many are by reception, which you don’t have time to read as you are ‘booking in’. Or someone is making enquiries, and you need to give them privacy!! We will have a look at this again as we have also had patients complaining that there is not enough information up  for them to seek help and can not wait for the information screen to turn around.
• Make the Dispensary use the phone recorder that exists anyway. We do not use the answer phone dispensary there are many other ways to request a repeat such as on line, by email, in person, on paper.
• More flexibility on prescription collection times.  This is a regular request, if some one really cant make the times they can ask at reception or a Saturday morning. The team really do need time without interruptions to complete orders and stock control.
• Web face to face appointments. We can offer face to face appointments they can be arranged with the GP for those  patients unable to get to the practice. The GPs do prefer to see patients where possible, as the complete picture can not be seen on line or over a phone or email.
• Perhaps a jug of water – if anyone does need a drink they are able to ask reception, we would like to avoid further use of single use plastics at the Practice where possible, Patients are able to bring their own drinks if they think they will be at the practice for a while.

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from October were:

• Dr Stone is amazing! He didn’t rush me when I was trying to explain a problem that started 12 years ago and as I am from Wales and he doesn’t yet have access to my medical records he was just brilliant. The receptionist and pharmacy staff all had a smile for everyone which was lovely and a refreshing change. I appreciate it can be a stressful job for all staff, but a smile makes all the difference. Thank you.
• Friendly staff, always make an effort to find you an appointment for people like me who work very long hours
• Reception team are accommodating and understanding. The system of allowing on the day bookings and booking advance is really useful. Dr Klein is really good at listening to the problem, understanding any concerns and explaining her thoughts in a way and any action being taken, which takes a lot of the stress away.
• As always Quantock medical centre surpassed themselves – same day emergency appointment with Dr Stone. The staff are smiley kind and friendly.
• It is the best surgery I have ever been registered with. All the staff are friendly and caring. The doctors are very understanding and giving of their time. So grateful to have them.

Things we Could Improve on:

• Lately it is not so easy to get an immediate appointment unless it’s urgent. This is because they are so busy now with so many new homes in the area. Maybe we will need another doctor to help out. – All dependant on funding to have an additional GP
• Lots of notices in reception are a bit too much. Suggest sticking to those on screen. –  We agree but keep getting sent posters and not all patients can sit and watch the screen go around, we have also had complaints that there is not enough information up so we really can’t win!
• Saturday open would be great. We are open Saturday – please read the posters 8 – 10am
• Keep the dispensary open for longer.  This is very difficult and  is about funding and time to do the work without interruption
• Magazines in the waiting room – We won’t be introducing magazines again due to cross infection, Covid is still around, and patients are able to bring in their own entertainment – books, phones etc
• More comfortable chairs, less clutter everywhere! – We will invest in some more higher chairs this year – they cost nearly £1000 each

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from September were:

• Always able to see your doctor within short time and understanding reception team. All at surgery will go the extra mile
• You don’t have to wait long for appointments , the doctors listen to you and spend time with you!
• Quantock M/C have care standards that many surgeries would aspire to
• You feel everyone will always look after your family and are always happy and kind
• Welcoming, friendly staff that listen to my personal circumstances and provide sound advice. I have always felt listened to from the receptionists, doctors, pharmacists and nurses I have visited.
• It’s a wonderful practise. The phone is always answered, there’s never a problem getting an appointment.

Things we Could Improve on:

• Maybe remove the huge table in front of the reception area and maybe some quiet background music in the waiting area
• Only thing you could do, if you had the money is get a blood pressure check machine that you were happy to take measures from for
• The window to the reception is super loud when it’s being opened
• Can hear what patients are discussing. Reception area should be more private.
• I had to wait over 20 minutes after my appointment time for bloods to be taken. There were no other patients waiting and no one came out of the treatment room. If appointments could be made for a time a nurse is available it would save the patients time.
• Something to read whilst waiting and quiet background music
• Dispensary opening hours could improve

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from August were:

• Helpful reception staff.. Dr called when agreed. Able to see an alternative Dr when other went sick
• Everyone very helpful.   Phone answered promptly.    Can see a doctor when you need to.   Regular health checks and reminders. Dispensary on site with all requests fulfilled courteously.   So happy to be back at this surgery which we originally came to in 1979.
• Kind caring and compassionate team, the practice manager is very approachable and helpful.
• All of the staff are polite, very helpful, friendly and cheerful. The medical team go over and above to help you , nothing is too much trouble. They have also taken the trouble to get to know me and they are happy to talk through things. Wonderful people doing a fantastic job.
• Very helpful and friendly reception staff, practice manager and doctor. Got an appointment on the day I rang
• Everyone extremely helpful. Not too difficult to get appointments. Wouldn’t want to go anywhere else. All excellent

Things we Could Improve on:

• I would love to be able to see a doctor instead of telephoning – All patients can see a GP, just need to ask ? not sure why you were unable  to  get a face to face appointment
• More staff on pharmacy to avoid long queues. And perhaps a chair or 2 outside or in porch area for elderly / disabled patients who are having to stand for ages. – There are chairs inside the door and a bench outside if patients   are able to communicate with each other about where they are in the queue might be helpful
• Not a lot! I’m worried about medical centre’s future capacity however, in the light of increasing number of homes and local population.
• Extend pharmacy call time. Two hours not long enough. – Many ways to contact the practice including emails, phone calls am & pm, in person, many practice no longer let patients call at all
• I appreciate the need for the desk in front of reception. However, it does make it impossible to have a private conversation without the entire waiting room hearing that conversation. – Patients can ask to speak to receptionist more privately and they can be seen around the corner of reception
• Noise proof your consultation rooms. Sitting in the waiting room you can hear conversations with doctors. – Apologies for this unfortunately the building we are in is very old and difficult and expensive to change the layout
• Extend prescription collection time , as long as the surgery is open you should be able to pick up your prescription –For safety time is needed without interruptions to process the scripts – patients are able to arrange with Dispensary for medication to be collected from reception outside of collection times, and we are open on Saturday mornings 8.30am – 10am

Some Comments Received from July were:

• Efficient, organised service. Access to appointment quick. Reminders of appointments given. Easy to obtain prescriptions. Practice followed through Dr recommendations. Practice Manager approachable.
• Staff very helpful ,polite .very clean organised practice.
• I have always been treated as an individual never been rushed all staff are amazing.
• Super staff. Always friendly , efficient and helpful. Surgery is always clean, tidy and pleasant environment. Dr Stone is highly professional yet personable.
• I get seen quickly, there is proactive monitoring of my health conditions.
• I had worked around GP surgeries for 20 years, and seen the levels of service decline gradually until they were pretty poor. The service at QMC is as good as the service of 20 years ago.

Things we Could Improve on:

• Confirm email prescription requests with email, not happening  – will check with dispensary
• Full pharmacy would be good! We are a dispensing practice not a Private Pharmacy, local shop does stock over the counter medications
• A way of sharing advise on health conditions even if you don’t always visit the surgery – there are so many sites to access health information, we would recommend NHS  information sites
• Perhaps update the squeaky glass window on the reception 😂😂. – will get some WD40!
• When calling the practice it takes a while for the telephone to be answered maybe 2 receptionists would be useful   – if funding permitted we will definitely increase the reception team
• Maybe a bit more privacy from reception and also pharmacy. We can hear all conversations. Apologies for this unfortunately the building we are in is very old and difficult and expensive to change the layout
• Would be handy if the pharmacy collection hours were expanded – patients are able to ask for medication to be collected from reception outside of collection times, and  we are open on Saturday mornings 8.30am – 10am

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from June were:

• All the staff are helpful and polite and always ready to help. Super atmosphere.
• You get the answers to questions and you are treated like a person not a statistic.
• All the staff listen and are knowledgeable in their areas.
• Everyone is always helpful and friendly the surgery is clean and well equipped.
• The nurse was very professional and explained everything well.  And I had my blood pressure check at the same time which I was not expecting but good practice.
• The staff go above & beyond to help in any way they can.
• We are very lucky to be able to be seen so quickly and efficiently and I always feel like not only have I seen the doctor for the initial complaint, but there’s always that comfort that I can go back or I leave with a plan. I’m always told, any trouble or you’re still worried, cone back in a couple of days etc.

Things we Could Improve on:

• Try and start appointments on time. Mine was 9am. I assume it was the first but I was not called in until at least 9:05.- apologies for the 5 minute delay, sometimes there are things that the clinicians need to deal with urgently and never sure how long this will take
• Auto response to patient emails confirming receipt. Email address changed too many times for contact eg prescription request.- apologies this is beyond our control we too are not happy with the email changes these are forced upon us by NHS England and NHS Commissioners
• Increase dispensary hours – We  are unable to increase collection times as staff need time to make up scripts and complete stock ordering
• Probably not possible but more parking. – not really possible unfortunately – there is parking  in  the road and over at the Church Centre
• Bathroom tad dated and possibly an electrically un safe ? not sure what this mean why unsafe electric checks are made ?  if you wrote this comment please come and have a chat to the practice manager when next in.
• Email for Dr stone to prep and speed up time needed. Not possible as this will not help the Doctor speed up only slow him down if all patients start emailing – there needs  to be a safe way to communicate and make sure patient interactions and requests are documented  you can email the generic email address only [email protected]

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from May were:

• Before I retired, I had worked with GP surgeries for 20 years. Quantock MC stands head and shoulders above them all.
• Caring professional staff who go out of their way to accommodate and support you
• All staff that I interacted with during my visit (in the pharmacy, reception and the practice nurse) were friendly, professional, caring and helpful.
• Totally helpful people doing a great job under pressure 😅
• The nurse that saw me was very professional and explained everything about the procedure Making the appointment was easy to make The receptionist was helpful
• Receptionist very helpful. Doctor very thorough and sympathetic
• Compassionate and friendly staff – the practice is very well run.

Things we Could Improve on:

• Another nurse perhaps as no appointments available at all this week – we have recently employed an additional nurse to help with appointment availability.
• Can you look at providing repeat prescriptions lasting 2 months, would this not be more convenient for everyone.?? – this is difficult as we are a rural dispensing practice the Dispensing side of work supports and funds the practice to be viable for a small village. If we increased the months between repeats this would halve our funding.
• This time nurse was running unusually over half hour late, she was extremely apologetic. However it would have been nice if receptionist could have advised that this was the case, I could have got a book to read from car! – the receptionist do keep an eye on the clinics and will usually inform patient’s if there is a substantial wait. This is sometimes difficult when reception is busy.
• Queue counter when phoning for appointment – We have tried to avoid using this system as we want to keep our service more personal.
• More doctors so more choice (although realise GPs are not a common career path now) – Unfortunately this is not feasible at the present time.
• Open pharmacy for longer hours – can pick up from reception if really need to, but please call Dispensary to arrange this in advance.

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from April were:

• Good communication, friendly staff, quick appointment.
• Top class service, Rose is a very good nurse, and nice with it !
• Had a very helpful understanding and supportive nurse who was able to advise.
• In my opinion we receive the highest standards of care at the medical centre & every member of staff carries out there job with the utmost compassion 5 star service , couldn’t ask for anymore.
• Short wait time. Amazing nurse, friendly receptionist
• My experience is that QMC are a caring group of people who aim to do their very best for the centre’s patients.
• GP and Care staff and Pharmacy Staff are excellent at what they do and always polite.

Things we Could Improve on:

• Offer longer dispensary collection hours – we are unable to offer additional collection times with current funding – time is needed to process orders and stock
• More good GPs.  -additional funding would help this
• Stop reception asking what’s wrong with you when phoning for an appointment – Reception need to ask what the problem is in order to make sure the patient is seen by the most appropriate trained member of the team. The patient might ask to see a GP when actually an advanced Physiotherapist might be more appropriate, or the Practice nurse, or the health coach
• Self-booking in screen. – unfortunately additional funding would be required for this  technology
• The reception could be more private. Conversations are easily overheard with patients and receptionist, also phone calls and conversations with staff. The treatment room leading off from the reception, you can also hear conversations through the door. – we are aware of this  however again additional funding would be required to renovate the surgery which we do not  have
• Improve the telephone service for the dispensary, to accept messages. We would not encourage  accepting messages, there are already many ways people can request repeat medication including : paper copy, email, online requests, in person as well as the phone call.
• Deaf Awareness and sign language training  – again additional funding would be required to support this training

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from March were:

• Easy to get appointments and efficient and courteous staff. GP Dr. Stone us excellent and friendly.
• Fantastic staff and service- a shining example of the NHS at its best!
• Staff always helpful and friendly go out of their way to accommodate any problems that as a patient you may have.
• Always friendly staff, knowledgeable doctors and appointments available when you need them.
• Wide variety of services available, very friendly staff, fast and efficient service
• Everyone always extremely helpful just keep doing the same as you do.
• Friendly staff who always have a smile and remember you by your name is comforting.

Things we Could Improve on:

• More time between repeat prescriptions. Perhaps 2 or 3 months instead of 1 – this is difficult as we are a rural dispensing practice the Dispensing side of work supports and funds the practice to be viable for a small village. If we increased the months between repeats this would halve our funding.
• Nurses room is not soundproof and needs to be addressed as exchanges with patient can be heard in waiting room  – Apologies we are aware of this issue very difficult to address this  – we will review this again to see if there is anything  else that can be done, difficulty with such an old building
• Give additional privacy to persons engaged at the reception desk as everyone in the waiting room can hear private conversations. – People can ask to talk some where more privately if they would like to
• A water machine in reception area – Very limited for space , patients should be able  to bring water or drinks with them if this is an issue
• When people are late make them wait versus making others late by letting them go into their appointment when others are on time and waiting –
• Maybe longer opening time to order/pick up prescriptions? – can pick up from reception if  really need to
• Would prefer a specific person to contact out of hours.

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from February were:

• It’s an excellent practice – great receptionists, doctors, nurses and other health professionals. Its a very calm and professional environment, but also friendly and caring.
• Listed to my issue and went through the symptoms and a course of treatment, making me feel much better and understanding what the problem was.
• All aspects of the medical centre are excellent from first contact with reception through to my doctor, the very helpful and supportive Dr. Stone and when necessary, the pharmacy.
• Excellent service over the past 29 years for both myself and my late wife.
• Staff and Doctors very nice and efficient and helpful. Could not be beaten anywhere else.
• Always seen promptly or doctor phones back. All staff extremely helpful and friendly. I can’t praise the surgery enough.
• Don’t feel rushed when you are with the doctor, reception are helpful, no problems getting through to appointments or pharmacy

Things we Could Improve on:

• Only that you can sometimes hear patients discussing their situation with receptionist, just a privacy issue but maybe you have a private area for anything personal and sensitive that a visitor can be taken to, just a thought!- Sorry about this if the patient would like to discuss things more privately we can always take them to a private room
• Try to get Medicines quicker from the dispensary-subject to availability. Dependant on many factors including drug supply, staffing, and number of scripts being dispensed a day, we allow 36 hours for repeat medication requests in line with other Dispensing Practices
• I get very confused on times and availability. I get the need for organisation, but it’s hard to manage for me some days.- we  have many leaflets and signs for Dispensary Opening and collection hours  and these have been the same for the last 3 years
• To be able to email questions to doctors.  You can use generic email address but if you need to be seen this is appropriate [email protected]
• Have a queuing system for the phone when busy. I tried 19 times before I finally spoke to someone. Unfortunately we only have one receptionist, and if everyone tries to call at the same time this is difficult to manage, many patients when asked for a queuing system preferred not to stuck on hold and found this equally frustrating listing to many messages.
• Phoning the pharmacy can sometimes be a bit difficult, they only have one line and they do get very busy. You can drop in a note, email [email protected] or order through the on line app
• Sometimes it can feel a little intrusive when you have to explain why you think you should see a Doctor. This is really helpful as if the receptionist knows what the problem is  they may be able to get you seen quicker by a more appropriate member of the team

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from January were:

• Best Doctors practice I have ever been with. Always attentive and always there when needed.
• You can actually see a Dr very quickly when needed and prescriptions available in the same building. Very good messaging to remind appointment times.
• Courteous, helpful nothing too much trouble cannot think of anything 😂😂
• I feel really cared for. I am not an easy patient because of my mental health, but everyone has been kind. As well as patient and professional.
• It’s great that we can self-book appointments
• Seen v promptly by the practice nurse who was efficient and personable/approachable.
• Can always get an appointment and the staff are really friendly which makes you feel valued.

 Things we Could Improve on:

• Ensure both reasons for attending the surgery can be covered in the time allowed. I have to come back for another appointment to sort out getting HRT which was the main reason I booked this appointment.- This might be because your HRT consultation may  require more time as can be quite involved so the nurse would want you to come back for a more thorough consultation
• More availability of staff to carry out blood tests. – more funding for additional staff would be very welcome
• Maybe encourage more patients to consult the practice nurses and free up doctors’ time to deal with patients whose symptoms/conditions are more complex.
• Extend pharmacy phone hours. Quicker response. Find it difficult to contact – there are many ways to contact the dispensary including emailing, on line, on the phone, in person
• Deal with people a little more discreetly.– apologies a little difficult with the layout of the building – if patients would like to talk more discretely  they could ask to talk to someone in a more private area of the building
• When seeing the nurse sometimes you can wait well after your appointment time to be called in.- apologies  the nurses and Drs do try to run to time but sometimes need to spend a little longer with a patient than was planned or  there may have been an emergency they need to deal with 

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from December were:

• Was able to make an appt to see my GP at a time that suited me and Dr Stone always makes me feel really cared for and looked after.
• Very prompt appointment and very caring service
• All staff appear to be friendly non-judgemental and kind.
• Appointments are always arranged when requested. The doctors, receptionists, nurses, and pharmacists are always kind, caring and helpful :))
• You can phone up in the morning, & usually get to see your GP. How good is that !!!
• I called about 8am yesterday morning and was seen by a GP at 9:35am. The surgery staff are always helpful, nothing is too much trouble. The surgery is so reliable. The GPs and nurses are great.
• Been at this practice all my life and always treated exceptionally well

Things we Could Improve on:

• Would be nice to know the reason why receptionists have to ask why you need to see the Dr.  Receptionists need to be able to ask patients the reason they are booking an appointment to ensure  you are booked in with the most appropriate team member  at the most appropriate time for your condition( whether it is clinically urgent). We now have many other health professionals working with our team and it may be quicker and more appropriate for you to be booked in with someone else.
• Play soothing music for patients who may have to wait a bit longer and are afraid to speak in case of being heard by everyone! – We have discussed this before with patients and some prefer no music and some prefer music – its very difficult to please everyone – we will also need to pay for Performance Rights, and invest in a sound system
• Longer evening hours for people working past 6pm. We do offer Saturday mornings 8.30 – 10.30am for those working during the week
• Extend the pharmacy opening hours and availability of prescriptions. I often have to get my prescriptions elsewhere due to lack of stock.- Apologies the Country is struggling with shortages of stock in many areas following Brexit and supply issues
• Being able to make appointments in advance. – you can we offer half the appointments for each day in advance and have the calendar for the year on the system
• Electronic sign in facility – so you don’t have to say your name or details in front of others.
• Would prefer not to have 111 as out of hours.

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from November were:

• I have always found it easy to access and use the services. The receptionist staff are great, the pharmacy staff always very responsive and the GP who I’ve seen has always been efficient. I’ve also been able to access midwife services at the practice which has been really convenient.
• Very friendly and efficient. Nothing is ever too much trouble.
• Fantastic booking process, excellent care and advice. Best surgery in the area.
• The practice is welcoming, friendly, very personable, extremely efficient and professionally run in all aspects of care. A great team ⭐️
• I have worked around doctors surgeries for 20 years, and Quantock M.C, now that I am looking at it from a patients perspective, offers the highest service levels that I have encountered.
• Easy to get an appointment, very accommodating. Doctors and nurses easy to speak to, understanding and compassionate. Exceptional service.
• I think Dr Stone is excellent as are the nurses and reception staff. They all listen, hear you, and do whatever they can to help. That’s all a patient can ask for.

Things we Could Improve on:

• Access to a local GP weekends or evenings
• The phone line to order medication isn’t open long enough. It would be great if the dispensary was open at 8:30 to pick up meds before work.
• Make appointments in advance.
• Let patients know what is available at the practice
• Over the counter meds available at pharmacy?
• Door closed both sides when collecting Prescription, so everyone else not hearing about what medication you are getting.
• Quicker acknowledgement on arrival.  People on the phone to reception must know that they could be asked to hold for a second
• To have a known Dr for out of hours emergencies.

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings

Some Comments Received from October were:

v  It is an amazing surgery, the doctors, nurses and staff couldn’t be more friendly and caring. I feel very lucky to be a patient.

v  Drs and practice nurses are listeners. Some reception staff are caring and considerate. Office staff amazing and dispensary staff helpful.

v  Professional and friendly. Receptionists take time on phone to deal with your call Able to get appointment in a reasonable amount of time

v  Excellent care and knowledge. Very comprehensive assessment and all carried out with good humour. Very reassuring.

v  The staff have always been really lovely, and nothing is too much trouble

v  Super helpful team. Excellent knowledge and experience across the clinical team. Really caring and thoughtful attitudes. Thank you.

Things we Could Improve on:

v  Wi-Fi in the waiting room – there is NHS Wifi in the waiting area for patients to use

v  More access to. Physio – we are working on this with the Bridgwater Primary Care Network to provide more support in Practice we will keep you up dated when this is available

v  Maybe reduce waiting time, which can be over 20 minutes – we apologise if you have to wait 20 minutes to see your Clinician, unfortunately we do not know how long a patient will need before they see  the Doctor or Nurse , and try to give everyone the time they need. This might have a knock on effect if someone is more poorly or have a more complicated issue and hope you can appreciate that you will be given the time you need also

v  Consider allowing some/selected repeat prescriptions for 2 months say. A 1-month repeat adds to the pharmacy/Dr workload and it is not Environmentally friendly for some who have drive to the pharmacy to collect. We are a Dispensing Practice. The Dispensary helps the practice remain financially viable, prescribing 1 month prescriptions helps this and also helps with safe prescribing and hope you can understand this, happy to talk to anyone who wishes to discuss this further 

v  Calling back with blood test results – We  try to make it clear that we are only able to contact patients whose results need further consideration, all results can be viewed by the patient on the NHS App, or if they would like to find out their results  to contact us. We do many thousands of tests a week and are unable to contact each patient with their results when they are normal.

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings quarterly.

Some Comments Received from September were:

v  Good access 2 doctors and nurses. Kind humerus and professional approach. It makes the surgery very user-friendly

v  I and my family are so lucky to have such an amazing practice to be able to access without any problems whatsoever. Doctors’ brilliant, nurses brilliant, receptionists brilliant and not forgetting the pharmacy staff too, can’t praise them all enough. Thank you all so much.

v  Staff, friendly, never have problems getting to speak to doctors or getting an appointment if necessary. Doctors caring and extremely reassuring and knowledgeable.

v  My care needs have always been met, particularly in a recent urgent situation.

v  Reception and pharmacy staff very helpful and extremely polite. Made to feel that I was not a nuisance!  Dr was lovely, very kind as I was quite unwell. Took time to talk and explain.

v  The ethos of the surgery is one of absolute professionalism empathy and kindness

Things we Could Improve on:

v  Provide a more discrete area for people who need to provide information to the receptionist, Apologies for the layout of the building for more confidential information please ask reception if you could speak to someone more privately and this can be arranged

v  To answer the phone when you are told to phone at 8am and the phone is not answered until 8 20am just rings out!! There is only one person on reception I can assure you that they are answering the phones from 8 am they are unable to answer more than one phone at a time

v  I and many other patients find the restricted time for prescription collection extremely awkward. Many of us work during the day. I work 10-6. Ideas please? We are sorry to hear this but this would actually require additional staffing to cope with the constant interruptions throughout the who day and we would need for funding to achieve this We are happy for you to ask reception  for your meds if the usual pick up times are difficult for you – please ask

v  Another doctor would help.  Not that the two we have can’t cope but they are extremely pushed with the amount of work. Unfortunately we would not be able to afford a further GP at the Practice unless additional funding is granted to the practice

v  The dispensary hours could be improved.  There is no point having an early or late appointment if dispensary shut. You can always ask the receptionist  and  they will arrange with dispensary for your prescription to be made up at that time for an early appointment

v  Let patients know if the doctors/ nurses are running behind. Possibly a display or communication from receptionists upon checking in. Yes  this can be arranged thankyou

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings quarterly.

Comments Received from August were:

v  Experienced and competent GPS and nurses. Welcoming attitude by all staff. Prompt attention.

v  Friendly, clean, covid safe

v  I feel it is a good practice and personally I have not had any reason to think otherwise.

v  I have always received top treatment, never had to wait longer than 24hrs. They always inform the patient and follow up; the services are just great. From the lady in reception to doctors I can say only one thing they are superb. And would like to thank the dedicated team. In comparison to previous practise in Kent who was giving us a brush off, this is a breath of fresh air. Thank you

v  Receptionist was extremely helpful and friendly, and the doctor listened to what l said and did a thorough examination

v  Helpful and understanding staff and good appointment times not a long wait

v  Excellent manner with patients with special needs.

v  Every member of staff that I have come in to contact with, have been extremely courteous and with an attitude of wanting to help

Things we Could Improve on:

v  Dispensary hours prove awkward, receptionist does not like being asked for prescriptions. There are times I just cannot make it in the dispensary hours. – we are always happy to give out scripts outside of dispensary collection times and Reception will be able to help if there is a dispenser available – if not we are contractually  not allowed  to give out scripts with out a prescriber on the premises

v  Sometimes have to wait at surgery. Have had to wait up to half an hour past appointment time

 In response we apologise that clinics sometimes do not run to time, but can be because the patient who has been seen earlier has attended with a many complex medical conditions or there has been a health care issue which has taken priority 

v  Only, if possible, have background music, reason is, when you have tinnitus, it’s not good being so quiet

v  Low music possibly in the waiting room? Not sure how feasible. Yes, it’s a Drs but so very cold and clinical. Always feels awkward

We have asked a number of patients about music in the past and half  would like  to have this an the other half would prefer to not have music –  we have decided  to leave this at the moment.

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings quarterly.

Comments Received from July were:

v  Because of such great care, efficiency and above all listening and devotion

v  Everyone is always friendly, polite and very helpful. The staff go out of their way to do the best they can for you with advice, support and guidance.

v  Nurse Rose is a wonderful nurse & an asset to the practice. The dispensary team go above & beyond to help & advise you.

v  The staff always do their best to get you an appointment and will go out of there way to ensure you are cared for. Horror stories of week long waits for appointments do not happen here and staff are always really friendly!

v  Quick access to appointment and very confident that my concerns were being looked into.

v  Appointments are always available. Reception staff are welcoming, efficient, helpful and professional at all times. GPs are caring, patient and incredibly knowledgeable.

v  All of the staff are lovely and caring and totally professional. I am always treated fairly and with respect. Dr.Stone is best GP I have ever had.

Things we Could Improve on:

v  Not a lot but sometimes difficult to catch dispensary

v  Background music would limit any embarrassed conversations with receptionist

v  Magazines

v  Shorter waiting times for appointments would be good but I appreciate that staff have a heavy work load and this is not always possible

 In response we apologise that clinics sometimes do not run to time, but can be because the patient who has been seen earlier has attended with a many complex medical conditions or there has been a health care issue which has taken priority 

We have asked a number of patients about music in the past and half  would like  to have this an the other half would prefer to not have music –  we have decided  to leave this at the moment.

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings quarterly.

Comments Received from June were:

v  All staff are very friendly; doctors have a very good “bedside manner”, overall professional and caring practice

v  Very helpful and friendly staff. Availability of appointments very good

v  Very helpful staff, medicines are provided much faster than nearby pharmacies

v  All staff helpful, great service form all areas

v  Doctors & staff are very caring, friendly and supportive. Fell very lucky to be registered here! Thank you!

Things we Could Improve on:

v  No comments received this month.

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings quarterly.

Comments Received from May were:

v  Being able to get an appointment with a nurse or doctor fairly quickly. Also the quality of care provided

v  Excellent service

v  No improvements as far as I am concerned. I am fairly new here & was very anxious about moving GP surgery. Best thing I did 🙂

Things we Could Improve on:

v  As a vet if I wanted to improve the ventilation in the face of respiratory disease, I would try to increase air circulation high up. If you open the velux window in waiting area and side windows a little you might have a safer environment.  – response Doors and windows regularly left open for circulation of fresh air

This information will be shared with our patients through posters, in our newsletters and on our website, and discussed at our Patient Group Meetings quarterly.