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YOU SAID / WE DID

We are always looking to improve our service where possible, and we rely on your feedback to continue to do so. If you have anything you want to inform us about, please email: dearnevalley.grouppractice@nhs.net

Do not email questions/ request for medications etc. Those will not be answered. This is so you can share what you would like to improve. We will look to see if we can do anything. Any changes that are successful will be shared here on this page.

Thank you for your help.

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Patient Survey 2025 Outcome: 

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Overall Sentiment

  • Mixed Reactions: Most patients described the new telephone system as a “huge improvement,” while others felt it had worsened or remained unchanged.

  • Ratings: Most users gave 4 or 5 stars. However, lower ratings (1–3 stars) were more common among those experiencing difficulties with access or communication.

 

What’s Working Well

  • Easier phone access and shorter wait times.

  • Positive feedback on the callback feature.

  • Friendly and helpful staff interactions.

  • Satisfaction with the new appointment structure (8 AM, 10 AM, 11 AM slots).

 

Areas for Improvement & Our Responses

1. Appointment Access

  • More Appointments Needed:
    Over the past 12 months, we delivered 91,681 appointments. We’ve expanded our clinical team with two new members and will welcome a full-time GP in November. Another GP will return from maternity leave next year, significantly increasing availability.

  • Booking Difficulties for Working Individuals:
    We offer early morning appointments from 7:00 AM twice a week, with five clinicians available during these sessions.

  • Frustration with 8 AM Call Requirement:
    To improve access and reduce congestion:

    • 8:00 AM – New medical concerns

    • 10:00 AM – Ongoing issues

    • 11:00 AM onwards – General enquiries

  • Lack of Advance Booking Options:
    Appointments can now be booked up to four weeks in advance.

  • Limited Face-to-Face Appointments:
    All appointments are face-to-face by default, unless a telephone consultation is specifically requested.

2. Phone System

  • Long Hold Times:
    Our callback service holds your place in the queue and calls you back when it’s your turn—no need to wait on hold.

  • Missed Callback Opportunities:
    If you miss the callback but return the call within five minutes, our system will recognise your number and prioritise your place in the queue.

3. Staff & Continuity

  • Desire for Continuity with the Same Doctor:
    We aim to book you with the same doctor for ongoing issues whenever possible. If earlier availability is needed, you may be offered an appointment with another clinician.

  • Mixed Feedback on Reception Staff:
    Our team is committed to providing excellent service. We kindly ask that all patients treat our staff with the same respect and kindness they offer you.

TELEPHONES

For those of you that have been with us for a long time, you will know the struggle that we have had with the phones.

Finally, a few months ago we got a new telephone system which includes a call queuing system (something you all asked for many times)

We have had lots of positive feedback about this. We hope that you all are feeling the benefits.

Doctor's Appointment

we listen

PATIENT NOTICE

 

After listening to your feedback, we have made some changes that we hope will improve your experience.

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The way you book an appointment is changing.

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Between 8am and 10am. We will be dealing with urgent ‘On The Day’ problems.

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A few examples of what would be relevant for an ‘On The Day’ appointment is:

  • Unwell children

  • Fevers

  • New pain and over the counter medication is not working

  • New Rash

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At 10am, appointments for us to deal with ‘Ongoing Problems’.

A few examples ongoing problems are:

  • An ongoing situation has been happening for quite a long time and seems likely to continue for some time in the future.

  • Any appointment with a Nurses/ Health Care Assistant.

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From 11am onwards we will be able to help you with any ongoing sicknotes or check the status of blood results.

We have made these changes to prevent the need for everyone to call at 8am. By spreading out the times, it should make accessing us easier.

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These apply whether you book over the phone, online, or in person.

 © Dearne Valley Group Practice 

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