Patient Survey Results 2026

You asked……

• There were too many questions on the form, some are not relevant
  • The form is pre-set and we cannot change this unfortunately, but it is not mandatory to complete all sections so please only write what you feel is needed with enough information to allow us to make a clear decision.
• English is not my first language, I really struggled with the form 
  • Again, unfortunately the form is pre-set and there are no other current language options.
  • But, we have fed this back to team who design the system and form.
  • Some of our patients used online translation tools to help with the process.
• I do not have access to the internet or have limited IT skills 
  • We have an iPad in the surgery for anyone to use to complete the form.
  • If you have issues with typing, reading or writing, our staff will be happy to help you to complete it.
• I just want to pick up the phone, speak to a receptionist and make an appointment 
  • When we had this system previously there were very long waits on the phone, a lack of appointments available, and sometimes appointments were made too soon, with the wrong person or unnecessarily.
  • With an increasing population and demand on the NHS, we need a system that can work out how urgent an issue is, who is best to see the issue and when. 
  • We now have very short wait times on the phone and can offer immediate patient-controlled booking in most cases.
  • The average response time to a triage is approximately 20 minutes from the time the patient has submitted it.
• Why is the system not open 24 hours a day?  
  • We understand that it would be helpful for a lot of working people especially those who works shifts to have the system always available 24 hours.
  • It would not be safe to do this as some patients submit urgent and very serious problems and we would be putting people at risk if there was a delay in reviewing the information and acting on it.
  • There would also be a danger of overwhelming our capacity and ability to respond, if open for longer hours than it is currently.
• I struggle to see the GP I am dealing with or want to see for continuity 
  • We appreciate this frustration.
  • It is also better for us to have continuity with our patients, but we cannot always match demand for this with specific GPs as much as we would like to.
  • We are all working very hard but in differing roles day to day and we need to meet urgent as well as routine needs for a varied population of nearly 13,000 people.
  • For patients with a cancer diagnosis or a palliative diagnosis we do try very hard to keep continuity.
  • Patients can always use the admin section of the AccuRx online service to get a message to their preferred doctor too if required (if they are available within an appropriate time frame.)
• Why have been asked to see a pharmacist?
  • Many minor illnesses can be treated or be advised on by a pharmacist, meaning we can keep the appointment that would normally have been used for patients with more complex or serious issues that need a doctor to review.
• Why have I been asked to see a physiotherapist at the surgery?
  • We are lucky to have access to two highly specialised and skilled First Contact Physiotherapists, who have additional training to see, diagnose and treat muscle, bone and soft tissue issues.
  • They are very often the best type of professional to see you about these issues.
  • They can order tests, scans and speak to a GP about pain relief if needed.
• I struggle with my vision or I cannot write/type 
  • Our patient advisors are always happy to help those in need to complete the form and access healthcare.
• Why do you need to triage at all? I just want an appointment.
  • If we just allocated appointments from 8am without triage we would very soon run out of appointments and then be limiting access to healthcare for our patients who need it.
  • Our system means that every request for an appointment is seen and triaged by a doctor.
  • This means that we can give you a prompt medical opinion – we can offer an appointment, we can give advice, we can sometimes call you to sort the issue there and then or we can direct you to another service if that suits your needs. 
  • All this means that we can then have enough appointments