Reception/Admin
Positive responses increased in Spring 2025, showing a 13.0% improvement from the 2024 GP survey and a 3.6% improvement from Our Survey from Autumn 2024.
Positive Feedback
“Quick and easy to contact and very polite and professional”
“Friendly staff,always try their best”
“Take time to listen and receptionists are very polite helpful and understanding”
“Staff are brilliant. Helpful, professional and skilled. I always feel looked after when I’m at the practice.”
“Definitely seeking to improve patient experience at a difficult time fir the nhs”
“Some members of staff are amazing and absolutely listen to you and help with the problem at hand in a decent and respectful way. Especially Lisa and faye.”
“Listening and being more pleasant when contacted.”
“It seems more organised and the staff appear to be very friendly”
“As a new patient , on the two occasions I have attended the practice, I have been warmly welcomed and well looked after.”
“Very helpful when speaking to any of the admin staff which is a great relief when feeling anxious”
Summary:
We have had lots of great feedback from patients in the last month about how they have found reception staff helpful and understanding. Patients who gave us feedback stated that they feeling more positive about the interactions they have with staff. It’s essential that our team maintain a friendly, professional demeanour at the reception, continuing the compassionate, smiley, and positive approach we worked on during training.
We are currently in the process of making small changes in our reception area to create a more welcoming experience for our patients such as tidying up waiting rooms and stair wells.
Additionally, we are offering more help over the phone for patients who would like to use this.
Ease of Contacting via Phone:
Contact via phone shows to have had a positive 8.9% improvement from Autumn 2024. Which means that by some patients being able to use the online forms this could help our patients who are contacting us by the phone.
Positive feedback:
“Easier to get through on the phone”
“Quick and easy to contact and very polite and professional”
“No waiting on the phone now”
“Phoned up early morning lady was polite sent form”
“Phone answered quickly.”
“Ease of contacting the practice by phone and through the online form. Reception staff are always helpful.”
Comments about improvements:
“Appointment by phone for the older generation”
“Take appointments over the phone without being referred to a link, and not having the 8am dash to get an appointment as I’m commuting at that time.”
“Let people make appointments over the phone instead of online through 111”
“Getting through to the practice is not the problem, the problem is that quite often the dreaded menu options do not adept cover the reason for the ‘phone call and an abrupt cutoff is very frustrating. It would be nice to be able to speak to a real – not digital- person”
Summary:
Patients who gave us feedback about contacting us via phone were mostly positive explain that they found getting through to us easy and straight forward. By using RapidHealth the patients who are able to use online will do this and be able to have a choice of appointments. This should hopefully improve the overall experience of people who would like to call us even further, we will also be able to have more staff members answering the phones and being able to spend time helping the patient. We do expect the queues on the phone lines to go up, but this is balanced by the fact that patients can now complete their form over the phone if they want to.
Ease of Contacting via Website:
Positive responses increased from 38.1% to 60.2% between Spring 2023 and Spring 2024, while negative responses decreased from 39.2% to 12.2%, showing a significant improvement.
“I was surprised by how quickly I got an appointment – much better than expected.”
“The practice is very efficient at handling urgent issues.”
“The online prescription service is easy to use and reliable.”
“Booking appointments online is straightforward and saves me time.”
Feedback was positive for those who had used the website and online forms. They stated that they found it easy to navigate and felt that they got a response quickly. Some patients who were not used to using online platforms found it difficult, but we offer support to those by being able to call us instead. We have worked hard on making our website as user friendly and simple as possible for our patients. The practice’s online form is also seen as a positive feature for arranging consultations or appointments for those who have internet access. RapidHealth should make this process even smoother and faster for those who can use digital platforms and book the appointemts automatically through RH. This should free up the telephone lines further for those who need it.
Support for Managing Long-Term Conditions (LTC):
Positive responses improved from 47.1% in 2022 to 87.6% in Spring 2025, with a notable increase of 29.3% from the 2024 GP survey and a 7.0% improvement from Autumn 2024.
| “I would feel more reassured if there were scheduled reviews for my condition rather than having to chase appointments.” |
| “A follow-up system for long-term conditions would help prevent problems from escalating.” |
| “I sometimes feel rushed during appointments, and I’m not sure my concerns are fully addressed.” |
| “It would help if GPs explained test results more clearly and discussed next steps in more detail.” |
| “I have to keep reminding the practice to review my medication, which is frustrating.” |
| “More proactive management of conditions like arthritis and diabetes would be beneficial.” |
| “I would like regular medication reviews to ensure I’m on the best treatment plan.” |
| “It’s difficult to get repeat prescriptions processed quickly.” |
| “I was told I’d be referred to a specialist, but it took months to hear back.” |
| “It would help if there was more communication about the progress of referrals.” |
Summary:
In terms of the feedback above, we are looking at more appointment availability further down the line, and access to RapidHealth forms outside of hours may help with this. RapidHealth can also help the patient to book a preferred appointment slot and clinician and reception are encouraged to book the patient in with the same clinician where possible. Automated reminders or scheduled follow-ups help ensure that patients aren’t left to chase appointments.
More availability means we may be able to provide slightly longer appointment times, especially for patients with complex concerns, to ensure they don’t feel rushed and have adequate time to discuss their issues.
Improvement in the Last 12 Months:
Some comments about how we are doing compared to 12 months ago:
“The practice is doing a brilliant work against the backdrop of service pressures and underfunding! Please keep up the great work”
“Over the last 6 to 12 months the practice has performed to my requirements”
“There has been an uplift in service compared to a few years ago”
Overall Experience of the Practice:
Overall Summary
The practice has experienced notable improvements in patient satisfaction across various areas, particularly reception/admin, phone contact, website use, and management of long-term conditions. Positive feedback for reception/admin has increased by 13% from 2024, with patients praising the helpfulness, professionalism, and compassion of staff, while also suggesting improvements like supporting those without internet access, enhancing the need for empathetic communication which we are already working on.
RapidHealth is expected to further streamline the process of patients requesting appointments online and free up the phone lines for those who prefer to use this method of contact.
Overall, the practice has received positive comments about its efforts to enhance services despite challenges, with plans for further improvements including increased appointment availability, better communication from staff, and faster methods for patients to book appointments.
Compliments
“Some members of staff are amazing and absolutely listen to you and help with the problem at hand in a decent and respectful way. Especially Lisa and faye.”
“Books on line and Claire was really efficient.”
“The nurse I saw (sr. Bev Ritchie) was professional, efficient and friendly”
“After submitting two appointment request forms I wasn’t getting any closer to speaking or seeing a doctor. However after contacting the receptionist Charlotte she arranged for a GP to call me concerning my health conditions which I was unable to do on the new practice on line system. Thank you for being very caring, understanding and helpful when I needed medical advice. The doctor had contacted me and gave me advice and medication the same day.”
“Rez was brilliant, she made me feel welcome and explained fully about the test I was about to have.”
“I saw Surindar she is very good”
“Both nurses, Claire and Debbie are amazing! They make you feel at ease and take the time to talk to you and you never feel rushed with them.”
“Something has changed at Cheadle Medical Practice. I feel it’s become more efficient and very friendly.”
“The nurse Nicola was kind, caring and had a lovely way of making me feel comfortable an̈d safe.”
“Had Dr.Khan call me today as a review and the promptness and timing of the call was on time! Very professional and is a doctor I would recommend!”
“Had an appointment with Dr Yeates who was very caring and helpful, a perfect doctor”
“Hi, the above patient has rang to say a huge thankyou to dr Mahmood for ringing him yesterday and to say he was so very nice and caring, plus Mr & Mrs bulger wont to pass on to the practice that dr Bandara is absolutely brilliant and not to let him leave.”
“I’ve just seen Pamela Baines, who wanted to pass on how ‘brilliant’ and ‘lovely’ she thinks Lola is. She says she has a great attitude and manor and thinks she’s a great asset to our team!”
“Craig is great! He reviewed my 17 year old daughter when she had a chest infection. Really friendly and professional, putting her at ease”
“Craig is lovley, and is very thorough. A great asset to have on the team!”
“Tracey was very helpful and accommodating when I arrived with my one year old son late on Friday evening, she helped in any way possible to ensure my son was seen by a GP.”
“Congratulations Hayden, Always very helpful”
“Clare is a great nurse. Very professional and makes you feel at ease . Been seeing her for years.”
“Our patient Fiona Griffiths has come to reception to say how lovely Aylin was, giving two thumbs up, literally to the care she received at her appointment today.”
“Just had a patient, who has seen Cameron recently and said how lovely he was, and that he reminds her of a young Marti Pellow! For that reason she wishes to remain anonymous!”