Give feedback (Friends and Family Test)

From 278 responses in August; 95% of people recommend the practice, 2% do not recommend the practice and 3% neither recommend or do not recommend the practice or didn’t know.

The most common questions you asked and we said

The doctor wasn't sure what she was calling me about. I had been given an appointment by the surgery to get my blood test results.

Thank you for your feedback. We have reminded all staff to put reasons for booking within the notes when making an appointment.

From 365 responses in September; 97% of people recommend the practice, 1% do not recommend the practice and 2% neither recommend or do not recommend the practice or didn’t know.

The most common questions you asked and we said

Wonersh is a fabulous practice. All the staff are wonderful even the front of house ladies. Most doctors employ miserable rude wonem on the front desk but this does not. Apply to Wonersh. You are all a credit to your profession well done all

Thank you for your lovely feedback. This will be passed onto the team. Leanne Myers (practice manager)

I was given a telephone appointment on 22/09/23 despite getting constant txt reminders to remember my appointment no one called! Leaving me left the whole weekend in pain and struggling! I am disgusted no one called or even had the decency to to contact me about this! It's bad enough you have now changed your website getting an appointment is now ridiculously difficult!

I am sorry this has been your experience, however i cannot look into this matter any further due to the feedback being anonymous. If you would like to discuss further, please do not hesitate to contact me. Leanne Myers (Practice Manager)

Dr Derrick has been transformational in my and my wife’s experience with a local Medical Practice. We would have been lost without her, she goes more than the extra mile, she’s so diligent and well researched. The Wonersh Surgery itself is what all local surgeries should aspire to (if only we’d find them fully and properly……). The front desk folks are a delight. We recently sold our house in Wonersh and your Practice was a major selling point for the buyers choice of location.

This is so lovely to read and has been passed onto Dr Derrick. She is an asset to our team here at Wonersh. Leanne Myers (practice manager)

From 409 responses in October; 97% of people recommend the practice, 2% do not recommend the practice and 1% neither recommend or do not recommend the practice or didn’t know.

The most common questions you asked and we said

I’m completing this by way of an invitation to provide feedback about a recent appointment. The link provided is symptomatic of the issues as there is no clarity about what you require. I did not attend my appointment to receive a flu vaccination because I was given it elsewhere. I therefore tried to cancel my appointment at Wonersh Surgery but seemed to be bounced around between an NHS site and the Wonersh site. It became so confusing that in the end I did not succeed in cancelling my appointment

We are sorry this has been your experience. There is work going on to try and make the website more user friendly when trying to cancel an appointment. We are always happy to take phone calls if anyone struggles to use the website for this.

Difficult to get face-face appointments even when this has been asked for. Do not like the online form that can only be done in the morning.

We apologise you have found it difficult to get a face to face appointment with us. Our Online medical request forms are open for a set period in the morning due to having an assigned clinician dedicated to responding to the urgent queries on the day. We can take phone calls throughout the day for appointment requests that are not urgent and are happy to offer face to face appointments if requested. However there may be a longer wait for this type of appointment.

I was put through to reception very quickly. The receptionist was most helpful. I was informed that I would be called by the doctor and was sent notification of this. Having spoken to her, the doctor was most helpful and informative. My sample had been analysed and a script was waiting for me at my local pharmacy. Excellent service and immediate. I am so grateful and feel better today for having had my medication so promptly. Thank you.

Thank you for your feedback. Its lovely to hear when patients have positive experiences with the surgery.

From 314 responses in November; 95% of people recommend the practice, 4% do not recommend the practice and 1% neither recommend or do not recommend the practice or didn’t know.

The most common questions you asked and we said

I'd like to make the point that waiting room 2 affords very little privacy to the patients in the closest consulting rooms

We have listened to your feedback and added a radio to the waiting area to allow for background noise.