Give feedback (Friends and Family Test)

We'd like to know what you think of Gainford Surgery, and the experience you've had using our services.

This is sometimes called ‘Friends and family feedback’ and you may have been directed here by someone at the practice.

There's a different way to make a formal complaint.

Past results from March 2023

141 Patients responded to our Friends and Family Survey, the results of the feedback are below: 70.9% Described their experience at the surgery as Excellent 26.2% Described their experience at the surgery as Very Good 1.5% Described their experience at the surgery as Average 0.7% Described their experience at the surgery as Poor 0.7% Stated that they 'didn't know'

The most common questions you asked and we said

I didn't have to wait in the telephone queue for too long but please can you check the noise level of the hold music, this is a bit loud

We have raised this with our telephone provider and requested that the volume be reduced

Recently it has become hard to get past the receptionist every time you call you are directed to go to bishop hospital out of hours however for continuity of care seeing different Doctors at other surgeries isn’t helpful

As part of our commitment to patient care, the surgery has access to an overflow clinic @ Bishop Auckland. If the receptionist has offered you an appointment here, there must not have been any more same day appointments available at the surgery. The receptionist is obligated to offer you an appointment at the overflow clinic in this instance.

More convenient opening hours for working people

Enhanced Access is available for our patients: These appointments will not be held at Gainford Surgery. Appointments are available between: Monday to Friday 8am to 8pm. Saturday and Sunday 8am - 8pm. Patients can book an appointment by contacting the Surgery in hours or calling 111.

Past results from April 2023

137 Patients responded to our Friends and Family Survey, the results of the feedback are below: 72.3% Described their experience at the surgery as Excellent 23.4% Described their experience at the surgery as Very Good 2.9% Described their experience at the surgery as Average 0.7% Described their experience at the surgery as Poor 0.7% Stated that they 'didn't know'

The most common questions you asked and we said

Get a better letter box so older people don’t have to bend down to far when putting in prescriptions

Agreed, we will ensure that we order one and arranged to have this mounted on the wall for easier access

Ensure repeat prescription medication is ordered in good time. Twice I've had to wait and make return trips to collect.

Repeat medication is ordered at least twice daily, we have experienced delivery delays which are out of our control.

You need a bigger car park!

Unfortunately this is something that our budget does not allow for.

Past results from May 2023

99 Patients responded to our Friends and Family Survey, the results of the feedback are below: 79.8% Described their experience at the surgery as Excellent 17.2% Described their experience at the surgery as Very Good 1% Described their experience at the surgery as Average 1% Described their experience at the surgery as Poor 1% Stated that they 'didn't know'

The most common questions you asked and we said

Just a small practicality....it would be easier if urine samples could be taken there and then...its tricky for me to deliver a morning sample when I work in the opposite direction.

Any urine specimens provided should be from an early morning sample. This sample provides the most optimum results when testing. Samples taken later in the day are often diluted and run the risk of inaccurate results.

Easy to get appointment and appointment on time and The intercom has made a big difference. Well done.

Thank you for the positive feedback.

When booking the appointment I was told it was "not possible" to have a double appointment for a smear and bloods. I was therefore just given a 20 minute appointment, which is only a smear appointment, with a request for bloods to be done as well. I had explained that it was possible as I'd had exactly the same the previous year. At a later date I spoke to another member of staff who changed the appointment to a 30 minute appointment. Perhaps not all members of staff know how to do this?

Thank you for raising this issue. We do have several newly recruited members of the team, we will raise this as a training point to be discussed at our next practice meeting.

Past results from June 2023

66 Patients responded to our Friends and Family Survey, the results of the feedback are below: 81.9% Described their experience at the surgery as Excellent 10.6 % Described their experience at the surgery as Very Good 4.5% Described their experience at the surgery as Average 0% Described their experience at the surgery as Poor 3% Stated that they 'didn't know'

The most common questions you asked and we said

I arrived but had to wait 40 mins before I was seen. Kept the appointment in a timely fashion, or apologised.

This is an unusual wait time at our surgery to see a clinician. We agree that patients should have been advised that the clinician was running behind. We will raise this as a discussion point at our next practice meeting.

Staff are always kind and helpful and the doctors spend time listening, examining and explaining their diagnosis and treatment or referral to a specialist. We are lucky to have our surgery in the village!

Thank you for the positive feedback.

On arrival I went to reception to log in and was not told to use the log in screen. So I waited to be called for my blood test. After 20 minutes I asked why I had not been called and was told that I had missed my appointment as I had not logged in on the screen. The screen had been out of use for so long that I had not thought to use it.

Patients are encouraged to use the self arrival screen when they have an appointment, they can also advise the receptionist that they arrived for their appointment. If a patient does not do either of those things and takes a seat without informing anyone that they are present, then we do not know that you have arrived for your appointment.

Past results from July 2023

169 Patients responded to our Friends and Family Survey, the results of the feedback are below: 89.9 % Described their experience at the surgery as Excellent/Very Good 8.9 % Described their experience at the surgery as Good 0.6 % Described their experience at the surgery as Average 0 % Described their experience at the surgery as Poor 0.6 % Stated that they 'didn't know'

The most common questions you asked and we said

I recently moved to Gainford and changed to this surgery. The staff are all wonderful, doctors and nurses so helpful too. So pleased I have changed to here. Thank you.

We are pleased to hear that you are happy with the care and service that you receive at Gainford Surgery :-)