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IF YOU NEED MEDICAL ADVICE/HELP WHEN THE SURGERY IS CLOSED:

Dial 111 to access the Somerset Out of Hours through NHS111.

In the event of a Medical Emergency (chest pains, loss of consciousness etc.) dial 999

Remote pacing and cardiac monitoring devices – SCAM

We have received details of a particularly cruel phishing scam which is circulating at the moment and affecting people with remote pacing and cardiac monitoring devices.

A patient appears to have been the victim of an opportunistic phishing scam, and paid £167 over the telephone using his debit card to the caller.

The caller stated that his “box/equipment” was not working due to “Dust”. He was offered the opportunity to replace it and at the same time offered the option of purchasing either a five year warranty for £140 or lifetime warranty for £167. As the patient was due to have a routine remote check on his device by the Pacemaker clinic, the patient believed that the call was legitimate and therefore paid £167 to the caller. The patient and his partner were subsequently suspicious, so they called the Pacemaker clinic a few hours later to check if the problem had been fixed. The clinic explained it was not a call from the hospital or from the manufacturer of the equipment.

Clinics and device companies would never ask for personal details or charge for services.

Friends and Family Test

 Thank you to all our patients who have completed the feedback using the friends and family sheets or via the iPad in the waiting room.

Our results for October 2014 are:

80 people (60%) said they are extremely likely to recommend us

53 people (39%) said they are likely to recommend us.

1 patient (1%) said they didn’t know.

This gives us a net promoter score of 60%.

 

 Our results for November 2014 are:

56 people (53.33%) said they are extremely likely to recommend us.

33 people (31.43%) said they are likely to recommend us.

14 people (13.33%) said they were unlikely to recommend us.

2 patient (1.91%) said they didn’t know.

This gives us a net promoter score of 41%.

 

Our results for December 2014 are:

164 people (70.69%) said they are extremely likely to recommend us.

52 people (22.41%) said they are likely to recommend us.

14 people (6.03%) said they were unlikely to recommend us.

2 patient (0.87%) said they didn’t know.

This gives us a net promoter score of 65%.

 

Our results for January 2015 are:

24 people (68.57%) said they are extremely likely to recommend us.

9 people (25.71%) said they are likely to recommend us.

 

1 people (2.86%) said they were unlikely to recommend us.

 

1 patient (2.86%) said they didn’t know.

 

This gives us a net promoter score of 68%.

 

 

Our results for February 2015:

6 people (53.33%) said they are extremely likely to recommend us.

1 people (31.43%) said they are likely to recommend us.

Our results for March 2015:

13 people (43.33) said they are extremely likely to recommend us.

13 people (43.33%) said they are likely to recommend us.

2 (13.34%) people said they were neither likey or inlikely to recommend us

2 people (13.33%) said they were unlikely to recommend us.

Our results for April 2015 are:

 

11 patients (55%) said they are extremely likely to recommend us.

 

3 patients (15%) said they are likely to recommend us.

 

6 patients (30%) said they were unlikely to recommend us.

 

 

This gives us a net promoter score of 55%.

 

Our results for May 2015 are:

 

5 patients (36%) said they are extremely likely to recommend us.

 

6 patients (43%) said they are likely to recommend us.

 

1 patient (7%) said they were unlikely to recommend us.

 

2 patients (14%) said they didn’t know.

 

This gives us a net promoter score of 29%.

 

Our results for June 2015 are:

12 patients (39%) said they are extremely likely to recommend us.

16 patients (52%) said they are likely to recommend us.

0 patients (0%) said they were neither likely nor unlikely to recommend us.

2 patient2 (6%) said they were unlikely to recommend us.

1 patient (3%) said they were extremely unlikely to recommend us.

0 patients (0%) said they didn’t know.

 

Our results for July 2015 are:

17 patients (54%) said they are extremely likely to recommend us.

7 patients (22%) said they are likely to recommend us.

2 patients (6%) said they were neither likely nor unlikely to recommend us.

1 patient (3%) said they were unlikely to recommend us.

3 patients (9%) said they were extremely unlikely to recommend us.

2 patients (6%) said they didn’t know.

 

Our results for August 2015 are:

94 patients (64%) said they are extremely likely to recommend us.

39 patients (26%) said they are likely to recommend us.

3 patients (2%) said they were neither likely nor unlikely to recommend us.

3 patients (2%) said they were unlikely to recommend us.

3 patients (2%) said they were extremely unlikely to recommend us.

4 patients (4%) said they didn’t know.

 

Our results for September 2015 are:

63 patients (58%) said they are extremely likely to recommend us.

27 patients (24%) said they are likely to recommend us.

3 patients (3%) said they were neither likely nor unlikely to recommend us.

5 patients (5%) said they were unlikely to recommend us.

10 patients (9%) said they were extremely unlikely to recommend us.

1 patient (1%) said they didn’t know.

 

Our results for October 2015 are:

18 patients (40%) said they are extremely likely to recommend us.

 

14 patients (32%) said they are likely to recommend us.

2 patients (5%) said they were neither likely nor unlikely to recommend us.

2 patients (5%) said they were unlikely to recommend us.

8 patients (18%) said they were extremely unlikely to recommend us.

0 patients (0%) said they didn’t know.

 

We have also received written feedback, which has highlighted the following issues, but as a Practice we are pleased to say we know about and are working to address them.

 

  • Waiting times are too long
    • As a Practice we monitor the length of waiting time for routine GP appointment. Due to the change in computer system we have made some alterations to the appointment system to enable the system change over.
    • The waiting time to see a GP/Nurse can be increased if patients fail to cancel or to attend their booked appointments. We will be calling patients to remind them about their appointments – this will be limited to appointments for minor ops 
  • Time waiting for the phone to be answered is excessive

 

We like to share the positive feedback received from patients. Here is a sample of some we have received.

  • Very good doctors
  • Good customer service and doctor response
  • Appointment system is very good
  • Staff are very helpful and friendly

 

 

 
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