Southborough Lane Surgery

Thank you for leaving your feedback. Firstly may I apologise that you have had so much trouble getting through by phone. Since our move we have had some issues in this regard and the telephone company is currently looking into these. I completely understand how frustrating this is for our patients and we are doing our utmost to rectify it. You can register for patient access via our website at www.southboroughlanesurgery.co.uk thus enabling you to book appointments online which would alleviate the need for you to phone. Realistically patients can expect to wait two weeks for a routine appointment. This is not an unreasonable timescale. However, you did not say in your feedback whether you required a routine appointment or something more urgently. It is for this reason that the receptionist will try and ascertain the best way forward for each individual, as requested to do so by the partners of this practice. We have looked very carefully at the way our appointment system runs and from November will be trialling a new system in response to feedback from a recent patient survey. We are always open to making improvements wherever we can and we feel confident that the new system will benefit everyone. I can only apologise again for your problems getting through by phone. Many thanks for your comments. Response left by Sally Gaites/Senior Practice Administrator

Many thanks. All of our staff and doctors put in momentous effort to make the move go smoothly as possible. We are glad that it paid off. Response by Sally Gaites/Senior Practice Administrator

Thank you for bringing these matters to our attention. There is very clear signage displayed directing the way to each individual room. It is a big building but with these signs it should not take long for patients to be aware of where they need to go. Yes the door into the corridor is heavy but in compliance with health and safety, it is a fire door and something we legally have to have. We will be getting doors adjusted so that they don’t slam. Our receptionists will happily help anyone who needs the door opened for them. We have now turned on the option of vocalising patient names so that visually impaired patients can hear when they are being called. I would expect any patient who cannot speak English to have a translator with them or they would be unable to communicate with the GP. Again, any patient can ask the receptionist to let them know when they are being called. We are not allowed to have a children's play for health and safety reasons and the same is true of magazines in the waiting area. Although it is nice to have these things, they are an infection hazard and also can be dangerous, especially if toys are left on the floor and can be tripped over. Patients are very welcome to bring their own magazines to read should they feel it necessary. Beside the numbers outside the doors, all doors are clearly marked with the number as well and they run numerically so should be easy enough to find. It has taken us a little while to get used to sharing a reception area with another surgery but this is running smoothly now. The height of the reception is for the safety of our receptionists and also for patient confidentiality. The area to the left of the reception is lower and wheelchair user friendly. We are getting name badges for our receptionists. Our landlord is responsible for the marking of the car park spaces and I agree that initially it was slightly confusing. However, there is clearer signage now showing where residential parking is situated. We are a GP surgery and the clean lines that we have chosen for our new premises is deliberate. We understand that this may not please everybody but hope that patients will understand that they are at the heart of our decisions and it is important that we provide a safe, clean and practical working environment for them. Lastly we are in the process of updating our surgery brochure and this will be available soon. We do appreciate all feedback as this is the only way in which we can improve our service. Thank you for all your comments and I hope I have addressed them all satisfactorily. Response by Sally Gaites/Senior Practice Administator

We do our utmost to cater for everyone. We are so pleased that our appointment system has worked for you. Thank you for taking the time to give us your feedback. It is much appreciated. Response left by Sally Gaites/Senior Practice Administrator