Eagle House Surgery

Thank you for your comments, and we are very pleased that you feel your care has been a good experience. In terms of the heat in the waiting room, could you please let the reception staff know if, in future, you feel the waiting room is too hot, and they will ensure the heating is turned down. Thank you Practice Manager Eagle House Surgery

Many thanks for taking the time to post your very positive comments. We really do try and provide high quality services in all areas, and greatly appreciated your views. Practice Manager Eagle House Surgery

Thank you for your comment. For some time now, all patients on joining the surgery have been asked to agree in writing to the Patient Agreement. This explains that we ask all patients with minor illness to agree to initially consult the Triage Nurse. Patients can ring in to speak to her between 8.45 am and 4 pm - 4.30 pm daily. If the Nurse feels the patient needs to see a GP, she will book them for an appoinment on that morning or that afternoon. The Triage Nurse can also provide advice and offer patients appointments with herself for that morning or afternoon. The GPs have asked reception staff to refer patients with minor illness to the Triage Nurse to free up appointments for patients with more complex medical conditions. I hope this explanation is helpful. Practice Manager Eagle House Surgery

Firstly, please accept my apologies for the delay in responding to your comment. I had thought that the surgery would be notified when a comment was posted (as with NHS Choices), but in fact, this isn't the case. Just a note to clarify: we offer a range of appointments and you can now book an appointment on line. You will need to come into reception to register for this service (please see our website: eaglehousesurgery.co.uk), and the staff will provide a letter to arrange a password so that you can access this service. Some of our appointments are pre-bookable and some are released on the same day. We don't pre-book appointments on Mondays as this is our busiest day, or on the first day back after a bank holiday. We also offer late evening appointments on Mondays and Tuesdays. The surgery doors open at 8 am, and not at 7.45. However, we offer Nurse Triage twice daily (8.45 - 10 am and 4 - 4.30 pm). The Triage Nurse can offer advice, book you an appointment shortly afterwards with herself or, if clinically indicated, book an appointment for that morning/afternoon with a GP. If however, you had an urgent medical problem you will be offered an urgnet appointment whether or not one is available. The decision about whether an urgent appointment is indicated will be made by a clinician, and not by reception staff. They may, however, be asked by the clinician to obtain some general details about the medical problem. I really hope this has clarified matters for you, but would be very happy to discuss your concerns at any convenient time. Practice Manager Eagle House Surgery (Mondays - Thursdays)

As you will have seen from the response to a previous comment, we genuinely believed we would be notified when a comment is left, so please accept my sincere apologies for the delay in replying to you. We had enormous problems with the telephone service in June, and although the issues are largely resolved now, as a consequence of the terrible service our patients were encountering, we have ended our BT contract early and are in the process of selecting another 'phone provider. Having said that, like many other surgeries, we experience a surge in 'phone calls when the surgery opens, and it can be difficult to get through. However, later in the day, it is usually much easier. Did you know that we also offer on-line appointment booking? If you would like to use this service, please come into reception and the receptionist will give you a letter to explain how you register and obtain a unique password. Please see our website: eaglehousesurgery.co.uk for more information. I hope the above is helpful, and that you are now able to get through to the surgery, but I'd be very happy to discuss your concerns at any convenient time. Practice Manager Eagle House Surgery (Monday - Thursday)