22/11/2025
Patient Satisfaction Survey Comments October 2025
Now it’s time to look at the comments left on the Patient Satisfaction Survey in October. We are slowly catching up.
‘Trying to call the surgery is impossible. I ring general you say general enquiries are open 10 am till 3 pm. Its not working. No one answers even after being number 1 in the queue? Communication is a one way street. Its frustrating. And really needs sorting. Ive had sent fone numbers for bloot tests dept. Its wrong. Ive had links sent for blood tests at the glashouse. Its full for months ??? Please change things. It used to be simple contacting someone’
We apologise for the problems our patients have experienced with the phone lines. We have struggled with sickness absences of staff which meant that the lines fall to less people than we have been used to. We have made some improvements to the system, but with a lack of staff this won’t improve the experience. We have recently recruited additional staff members and hope this will improve our patient experience.
‘Thanks for the medical support’
‘Great to see doctor Maters he always puts my mind at rest with my health issues’
‘Best consultation I have had for a long time’
‘The only problem I have found that having to call at 8.am and wait ages only to be told no spaces left and having to call every morning a bit frustrating.
So now I use my app and get better service.
Not everyone especially us oldies can use the app.’
Please remember that there is also a ring back function on the new system. It will remember your place in the queue and call back when it’s your turn. You will need to go through all the steps when requesting this until you are told that you can now hang up. The queues tend to be shorter after 9 or 10 am. Our online consultations are also a good way to avoid the queue but are only suitable for non-urgent medical requests and queries and admin requests.
‘Keep it up, good job 👏’
‘Should've had an appointment for hypertension r/v yesterday only to be told that nothing was booked.
I booked this appointment myself.’
We’re not sure what went wrong here and apologise for the inconvenience caused.
‘The GP hardly acknowledged my complaint and spent more time completing his notes before he dismissed me without offering a clue as to my condition.ihave never had to complain about my treatment prior to this occasion.’
We apologise that this patient’s experience was below their expectations and will have a look at what happened.
‘Gemma was very helpful and gave great advice’
‘I had my routine smear test on 06/10/25. I have kept up with my smears and I usually do find them uncomfortable due to having a tilted uterus. However this experience was by far the most painful smear that I have ever had. I was left crying and bleeding and in a lot of pain. I do not expect to be physically harmed and psychologically stressed after a routine appointment. Please provide staff with appropriate techniques to be used with women with tilted uterus (which is 1 in 4) and invest in some plastic small plastic speculums which are much more comfortable to make this experience less traumatic in the future. If no changes are made, I will not be returning to the practice for my next routine smear. Thank you.’
We’re sorry the experience was painful. This patient’s experience is quite uncommon, but it occasionally happens. Most smears are uncomfortable, but not painful.
‘I’d just like to say thank you to Dr Sam. First time in meeting you, you listened, explained and sorted my problem.
Then to the lady on reception, she took action delivered and rang me to say things were sorted. On this occasion im pleased with how things went. Thank you Cudworth Practice.’
‘The receptionists always try their best to help he nurses the I see for blood tests on a regular basis are always friendly and professional they go 100per cent to help an always have a welcoming atmosphere with a smile. DONT see the GP very often but can’t fault the receptionists an nurses’
‘Why was I asked to appointment just to tell me
I needed reduce my thyroxine . This could have been done over the phone . the doctor I saw agreed’
Some doctors prefer to ask a patient to discuss changes in medication face-to-face whereas others feel comfortable to advise this via a text message or discuss this over the phone.
‘Nothing but praise for this brilliant practice done more for me in the 3 short months I've been with them than any gp ever has’
‘Excellent care, from a consummate professional.
The team work together very well and their patient care is exceptional.’
‘I came to see Nurse Gemma for my cervical screening and she was wonderful. She really put me at ease and took the time to explain everything. We need more healthcare practitioners like Gemma!’
‘Lovely to see Gemma back at the practice.’
‘Proactive phone call from GP to advise X ray required and radiography dept advised. Save GPs and my time. First class operation.’
‘It would have been nice to be made aware that the car park was going to be on restrictive access when sending out the reminders via email and text’
We’re sorry we didn’t think of that option. We had shared this information widely on social media and our website.
‘It was the waiting to have blood test I do think that should be done at surgery not having to go glass house and waiting weeks or longer for a appointment because this close your treatment down and you could be dead before this’
Blood tests at the request of the GP take place at the surgery again, unless we have no available appointments. In that case, we will still signpost to the Glassworks. We don’t offer appointments for blood tests requested by the hospital.
‘When asking a person who has waited 2 weeks to be seen and given an 8pm appointment, for clinician (T.J) to be 20 minutes late.
She did not seem to be aware of the appointment and why I had come.
Advice given and diagnosis I felt did not meet my need, or pain I am still experiencing.
As a practice you can do better than this, and please do not ask me to see this person again.’
We’re sorry this patient had an unsatisfactory experience. We will make a note on the notes to make staff aware to avoid appointments with TJ where possible.
‘My yearly review with Gemma was as always excellent.
Gemma has a professional, warm and reassuring manner.
She is a credit to the GP practice’
‘Very good’
‘Im pleased with the treatment’
‘All members of staff were very helpful, and the doctor present was very thorough. No complaints’
‘It is a bit daunting at times when you maybe want to talk about more than one issue but feel restricted and pressured time wise to speak about only the one.’
There is a good reason why we limit appointments to one problem and one patient only. This ensures that the problems can receive the attention they need. If you attempt to squash 2 or more problems within one appointment slot, this will either lead to the clinician running late for subsequent appointments or to the problems not receiving the attention they need. If you inform us beforehand of the problems you wish to discuss, we may be able to bear this in mind and accommodate time to discuss these.
‘Thanks to everyone 😊 at the Grimethorpe surgery. You are all very friendly - the Doctor, nurses and admin staff: all very kind. God bless you all ❤️’
‘The Nurse that I saw was very helpful & kind with a great sense of humour which put me at ease. She did not make me feel rushed & listened.’
‘The Nurse who saw my daughter was excellent. She carried out all her duties and even took her bloods. So everything required was completed in one visit. So the appointment for bloods at Bdgh was not required. So thank you to the nurse , my daughter was seen and back to school on time. Thank you from mam’
Please note that we don’t offer appointments for blood tests for those 16 or younger as this requires a special skill that may be outside of our nurses’ skillset.
‘Nurse on duty was very helpful and caring throughout’
‘Treated with respect by the doctor I saw, good thorough examination and he went over and above for me along with the nurse involved ! Thank you’
‘Very professional and friendly service,
Many thanks’
‘If you can not get appointments on the day you ring you should be offered one on another day’
We can only offer appointments for other days if we have any prebookable appointments available. These appointments are limited and have usually already been assigned.
‘Dr Sam is lovely and an amazing caring Doctor!’
‘Its extremely difficult to gone an appt in the mornings. Tho much better afternoon. Im not sure which visit this survey is relevant to? If it was my diabetes check yesterday it was good. Amy was professional, attentive and informative.’
Patients usually receive a message to provide feedback the day after an appointment.
‘Ive been diganosed with diabetees in august its not end of october nearley november and still not had my first opintment with diabetic nurse its november 4 days a thibk its absloutley unberleavable a dont know anything about this still’
We’re sorry to hear there has been such a delay in receiving the first appointment following the diagnosis. This is usually quicker than this patient experienced.
‘The cudworth surgery could do with a small play area/reading corner in the waiting room. There were a few small children in the waiting area that could have used a little distraction while waiting for appointments.’
There used to be a play area in most waiting rooms in the past. However, the advice is that these should not be present because of infection control concerns with these areas. Perhaps parents can ensure they bring something with them to keep their child occupied during the wait.
‘Overall very good. Easy for myself to make appointment on line but could be difficult and frustrating for someone else.’
Where possible, we will send invitations for annual reviews with a booking link to allow patients to book their appointment direct. This allows them to choose an appointment day and time of their choosing and avoid the wait on the phone. Using these links also frees up the phone lines and allows other patients who can’t use these links to get through to us easier. Despite this, the lines are still very busy.
‘Excellent Gp service’
‘Didn't get the help I was expecting from the Doctor, will never see him again he hasn't got time for you.
Reception and arrangements appointments was OK’
We don’t know which GP this patient saw and are unable to check as no contact details with left with this comment. We’re sorry the patient’s experience was unsatisfactory.
‘Seen Dr lannon with my little boy such a fabulous Dr the best we have’
‘Nothing to improve always polite and very understanding’
‘Reception staff friendly and easy to talk to regarding personal information’
‘Lovely receptionists and doctors’
And that completes the October feedback.
