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Feedback Index
We are now running an iplato feedback survey after patients have had their appointment at the surgery. Please see the below comments.
Just to say how pleased I am concerning the service that you are all offering during these difficult times over civid19.
I have made three calls, the last being today, and received one follow up call. Within an hour of my calling you a duty clinician has called me, and within an hour or so of those I have been seen at the surgery by a practitioner. Each person that I have seen, from the person opening the door, receptionist, doctors and nurse have been caring and professional.
Today I heard that some of you have been at the receiving end of abuse. This I do not understand.
I just want to say how much the service I have received is appreciated. You are all to be congratulated in what is a different working culture at this time.
Thank you so much.
You are in my prayers.
Bless you
Date of response: 27/10/2020
FFT Question 1 response: Very good
FFT Question 2 response: "Clear instructions from receptionist about where to sit and wait. Spaced out seating and clean waiting room. Friendly, reassuring nurse."
Date of response: 26/10/2020
FFT Question 1 response: Very good
FFT Question 2 response: "Appt: 26 Oct at 11:00am with Sacha Clarke. She is very friendly and professional always a pleasure. Please convey to her as she should be appreciated. Thanks"
Date of response: 26/10/2020
FFT Question 1 response: Very good
FFT Question 2 response: "Sarah the Nurse practitioner was brilliant, I was not rushed, she was informative , knowledgeable and human!"
Date of response: 25/10/2020
FFT Question 1 response: Very good
FFT Question 2 response: "Great service. I was first appointment for a blood test and was seen early which was brilliant. I do wonder if it would be this efficient as the days goes on but grateful for my swift appt. lovely nurse too, didnt hurt !"
Date of response: 19/09/2020
FFT Question 1 response: Extremely likely
FFT Question 2 response: "I’m really impressed with west malling group practice. They have supported me with several issues lately and I feel they really care. I am especially impressed with how efficient and organised they were with the flu clinic. Thank you."
Good morning ,
I would just like to thank you for your efficiency with the flu injections today at your surgery. I arrived at 8am thinking I would be one of first in queue !
However there was already over 100 people there. I still only had a half hour wait thanks to the speediness of all your staff.
It’s not the easiest of things to coordinate in this pandemic but handled so well .
Date of response: 16/09/2020
FFT Question 1 response: Extremely likely
FFT Question 2 response: "Got looked after at my booking time My treatment was done efficiently and well explained Told when I would get results"
FFT Question 3 response: Consent GRANTED
Date of response: 08/09/2020
FFT Question 1 response: Likely
FFT Question 2 response: "A bit unsure as to what to do at first but then the Reception lady told me what to do an book in on the screen. Wasn't kept waiting long which was good!."
FFT Question 3 response: Consent NOT GRANTED
Date of response: 24/07/2020
FFT Question 1 response: Extremely likely
FFT Question 2 response: "I love the new telephone triage service, I got a call back from a Doctor within the hour which is fabulous. I hope they continue with the same service post covid. There is no need to travel all the way to the surgery for a conversation that takes a few mins. Fay, the nurse who took my bloods is lovely and really patient centered."
FFT Question 3 response: Consent GRANTED
Date of response: 22/07/2020
FFT Question 1 response: Extremely likely
FFT Question 2 response: "My brother and I both had blood taken , the nurse was very good, and quick , she helped us find the exit door , as my brother was in a wheelchair ,an made it easier for me by opening the doors , she was a very kind nurse , put my brother at ease"
FFT Question 3 response: Consent GRANTED
Date of response: 16/07/2020
FFT Question 1 response: Extremely likely
FFT Question 2 response: "I had a first very satisfying meet with my midwife Sarah n she was very lovely to patiently answer all my queries."
FFT Question 3 response: Consent NOT GRANTED
Date of response: 02/06/2020
FFT Question 1 response: Extremely likely
FFT Question 2 response: "I was seen quickly. Staff friendly and cheerful. Excellent organisation of patients going in and out of the surgery. Plenty of hand sanitizer. Nice. and quite!"
FFT Question 3 response: Consent GRANTED
Date of response: 11/05/2020
FFT Question 1 response: Extremely likely
FFT Question 2 response: "Staff were very kind and adhered to social distancing with a warm respect. People can be rude under the current situation and there was none of that. The nurse was lovely and felt comfortable during my appointment."
FFT Question 3 response: Consent NOT GRANTED
Date of response: 20/04/2020
FFT Question 1 response: Extremely likely
FFT Question 2 response: "Surgery well managed, only people with appointments allowed through the door. The nurse taking my blood had PPE on."
FFT Question 3 response: Consent GRANTED
Date of response: 06/04/2020
FFT Question 1 response: Extremely likely
FFT Question 2 response: "They were very quick to register me, as a cancer patient this was crucial, especially with the current times being effected by covid 19"
FFT Question 3 response: Consent NOT GRANTED
Date of response: 02/04/2020
FFT Question 1 response: Extremely likely
FFT Question 2 response: "The service was very good and abided by the self distancing rules and receptionist and practitioner were very professional"
FFT Question 3 response: Consent GRANTED
Date of response: 27/03/2020
FFT Question 1 response: Extremely likely
FFT Question 2 response: "Efficient. Following strict hygiene procedures to ensure the safety of everyone during current virus outbreak."
FFT Question 3 response: Consent GRANTED
Date of response: 09/03/2020
FFT Question 1 response: Extremely likely
FFT Question 2 response: "Dr Nicola swindlehurst was rather brilliant she listened and advised made me feel comfortable."
FFT Question 3 response: Consent NOT GRANTED
Date of response: 07/03/2020
FFT Question 1 response: Extremely likely
FFT Question 2 response: "Because Dr. Jonathan Watts understood my problem and recommended the best way forward in a very clear and assuring way."
FFT Question 3 response: Consent GRANTED
Date of response: 20/02/2020
FFT Question 1 response: Extremely likely
FFT Question 2 response: "Friendly staff always happy to help"
FFT Question 3 response: Consent GRANTED
Date of response: 19/02/2020
FFT Question 1 response: Extremely likely
FFT Question 2 response: "Very good ,doctor listened and explained well"
FFT Question 3 response: Consent GRANTED
Date of response: 18/02/2020
FFT Question 1 response: Extremely likely
FFT Question 2 response: "Having problems with my asthma was seen as a emergency very quickly"
FFT Question 3 response: Consent NOT GRANTED
Date of response: 18/02/2020
FFT Question 1 response: Extremely likely
FFT Question 2 response: "Always sufficient every time I go doctors very thorough!"
FFT Question 3 response: Consent GRANTED
Date of response: 06/02/2020
FFT Question 1 response: Likely
FFT Question 2 response: "Useful to obtain an appointment with a regular doctor. I.e you keep with the same doctor as far as possible"
FFT Question 3 response: Consent GRANTED
Date of response: 04/02/2020
FFT Question 1 response: Neither likely nor unlikely
FFT Question 2 response: "Its a very busy practice and has issues, however I had an amazing and smooth experience today"
FFT Question 3 response: Consent GRANTED
Date of response: 31/01/2020
FFT Question 1 response: Likely
FFT Question 2 response: "Lovely receptionists who apologised for the wait in booking in due to a computer problem- the wait wasnt long but lovely to be kept informed. They were also dealing with a grumpy customer - they were very professional though and sorted the problem within minutes. The nurse was amazing, friendly and efficient."
FFT Question 3 response: Consent NOT GRANTED
Date of response: 31/01/2020
FFT Question 1 response: Likely
FFT Question 2 response: "The doctor was extremely skilled with my daughter who has some anxiety. She helped her to feel at ease. Our appointment had to be moved from Wednesday but the staff ringing me was very courteous"
FFT Question 3 response: Consent NOT GRANTED
Date of response: 23/01/2020
FFT Question 1 response: Extremely likely
FFT Question 2 response: "More telephonists and receptionists"
FFT Question 3 response: Consent GRANTED
Date of response: 22/01/2020
FFT Question 1 response: Extremely likely
FFT Question 2 response: "Janice is friendly"
FFT Question 3 response: Consent GRANTED
Date of response: 22/01/2020
FFT Question 1 response: Extremely likely
FFT Question 2 response: "All good - pleasant, friendly and efficient!"
FFT Question 3 response: Consent GRANTED
Date of response: 22/01/2020
FFT Question 1 response: Extremely likely
FFT Question 2 response: "Nurse Claire was excellent. Professional, explained everything and helped put me at ease. Thank you"
FFT Question 3 response: Consent GRANTED
Date of response: 21/01/2020
FFT Question 1 response: Extremely likely
FFT Question 2 response: "Receptionist friendly and helpful, doctor so friendly also so helpful and understanding"
FFT Question 3 response: Consent GRANTED
Date of response: 20/01/2020
FFT Question 1 response: Likely
FFT Question 2 response: "The staff try hard to help in very difficult circumstances."
FFT Question 3 response: Consent GRANTED
Date of response: 17/01/2020
FFT Question 1 response: Likely
FFT Question 2 response: "Always friendly staff, at Leybourne surgery, makes you feel at ease."
FFT Question 3 response: Consent GRANTED
Date of response: 15/01/2020
FFT Question 1 response: Extremely likely
FFT Question 2 response: "The doctor i see was very good"
FFT Question 3 response: Consent GRANTED
Date of response: 09/01/2020
FFT Question 1 response: Neither likely nor unlikely
FFT Question 2 response: "Difficult to get an appointment but very good service when you get there"
FFT Question 3 response: Consent GRANTED
Date of response: 12/12/2019
FFT Question 1 response: Extremely likely
FFT Question 2 response: "Friendly, efficient, professional, compassionate."
FFT Question 3 response: Consent GRANTED
Date of response: 09/12/2019
FFT Question 1 response: Likely
FFT Question 2 response: "Dr Engelmane is delightful and the reception was good."
FFT Question 3 response: Consent GRANTED
Date of response: 04/12/2019
FFT Question 1 response: Extremely likely
FFT Question 2 response: "Quick and easy"
FFT Question 3 response: Consent NOT GRANTED
