Experience Report: Norwood Surgery

Healthwatch Sefton collected 50 patient experiences relating to Norwood Surgery from patient experience boxes and community feedback sources. These generated 82 comments in total, comprising 62 positive comments and 20 negative comments, indicating that overall patient satisfaction with the surgery was high. 

The most frequently discussed themes were staff attitude, service accessibility, treatment, communication, and diagnosis. Patients were particularly positive about the attitude of both clinical and non-clinical staff, with all 18 comments in this category being positive. Patients described receptionists as helpful, professional, approachable, and polite, while doctors were praised for being friendly, informative, patient, and willing to listen.

Treatment received at the surgery was also viewed positively. Of 27 treatment-related comments, 22 were positive and 5 were negative. Many patients reported receiving excellent care, finding doctors helpful and considerate, and feeling well looked after. Several respondents stated that they were consistently satisfied with the service provided and would recommend the practice. 

The main area of concern was service accessibility, particularly the process of obtaining appointments. Of the 30 comments relating to appointments, 15 were positive and 15 were negative. While many patients reported being able to obtain same-day or emergency appointments, others experienced difficulties contacting the surgery by telephone. Common concerns included repeatedly redialling to get through, appointments being fully booked shortly after the phone lines opened, and frustration with the requirement to call at a specific time in the morning. Some patients also expressed dissatisfaction with the inability to book appointments further in advance. 

Healthwatch Sefton concluded that patients were extremely satisfied with the attitude of staff and the treatment they received. The majority of negative feedback focused on the appointment booking system, particularly telephone access and appointment availability.

In response to the findings, Norwood Surgery stated that it was pleased with the positive feedback and acknowledged concerns about appointments. The practice proposed several improvements, including introducing a telephone queuing system, expanding online appointment booking, increasing receptionist availability when phone lines open, and adding more GP registrar capacity to increase the number of appointments available