Reviews
Recommend
Involvement
Cleanliness
Staff
Appointment
St Paul's Cottage Surgery
2016-10-17
Person
5
5
0
Written by a carer
Written by a carer 17th October 2016
St Paul's Cottage Surgery take care of my 90 year old Mum, who has lived in the area for over 50 years. Having taken care of me for so many years, it is now time for me to help my Mum more and more and the team at St Paul's Surgery are an invaluable help to me in doing this. They are so efficient, friendly and caring. Cynthia and her team on Reception are welcoming, efficient and so accommodating and the clinical staff are approachable and professional - especially Dr Birchall and Natascha.
As my Mum's carer, the doctors, nurses and admin staff always keep me in the loop on Mum's care - this is especially important to me as I live 65 miles away and only get up to see Mum 3 times a week.
This practice is the NHS at its very best. I really think that the outstanding care my Mum receives from this practice has the most positive outcome for my Mum's quality of life. She is 90 years old and still living independently!
Aside from all of the above my Mum has told me, on lots of occasions, that she has seen one of the doctors, nurses or reception staff while she has been around and about on her way to church and that they have given her a great welcome and asked after her well being and taken the time to stop and chat to her. This makes her feel cared for and part of her community and, for me, shows just what a great practice St Paul's is.
I honestly can't think of anything I would change about this practice. Please keep up the good work!
St Paul's Cottage Surgery
2016-10-17
Person
3
5
0
Written by a patient
Written by a patient 17th October 2016
They often give you appointment for only next week. If urgent they might be able to give you an appointment for the same day but that only happened to us when it was for my baby. And some doctors make you wait for more than an hour - which is just unacceptable with a sick little one! They used to have toys but now it's gone too. I'm very unhappy with their service and thinking about changing surgery. The cute and clean location is just not enough.
St Paul's Cottage Surgery
2016-10-14
Person
5
5
0
Written by a patient
Written by a patient 14th October 2016
I really cant recommend this surgery highly enough. I transferred over from a different surgery that I had been with for the whole of my life but the care I was receiving was shocking (Inner Park), which led me to change over (although I was extremely nervous due to my complicated medical history) however, I needn't have worried at all. From the moment that I registered, the staff were extremely efficient, and gave me a password etc to a website which you can log on to in order to book/cancel appointments, should you wish. They explained the procedure with great precision. The reception staff are always helpful and courteous and always aiming to assist. The nurse (who I believe is fairly new, Stevie) is wonderfully bubbly, kind and extremely helpful. The Doctors, (all of them, and especially my Doctor, Dr Capallutto) and I really couldn't wish for a better GP practice. I have recommended that the members of my family also transfer over (which they are currently in the process of). As I feel that the doctors really do care about your health and welfare. They treat you as a person, and not a number or most importantly not an inconvenience. Highly recommended, hand on heart. Thank you. Claire
St Paul's Cottage Surgery
2016-09-27
Person
1
5
0
Written by a patient
Written by a patient 27th September 2016
I went to St Paul's Cottage Surgery for ECG, to do some other tests.
First appointment- the ECG machine was lost, had to make new appointment.
Second Appointment- the ECG machine did not work or nurse did not know how to handle machine, I would be called back for new appointment, nobody rang, finally a new appointment made.
Third appointment- after 1 hour waiting in waiting room, it appeared that the nurse had confused another patient for me and taken an ECG from him (he was there for a Hepatitus vaccination).
Apart from the inadequacy of the nurse regarding the ECG machine, the fact that she mistook someone else for me and had him do the test is beyond words.
Unfortunately for me, the Surgery does have some very good GP's so I am hesitant in changing to another Surgery.
13th October 2016
Response from St Paul's Cottage Surgery
Dear patient, I am very sorry for the unacceptable service that you received. Obviously, I do not want to break any confidentiality by replying to you personally through this medium so could I please ask that you contact me direct to discuss what happened. Unfortunately, because of a national shortage of practice nurses, we are having difficulty recruiting a permanent nurse and we rely on a variety of temporary nurses, who are not always familiar with the surgery. On the day of your first visit, a locum nurse had placed the ECG machine in the wrong place and on your second visit the ECG software had a problem which the supplier had to resolve. Unfortunately, the third visit was a combination of language problems and the nurse not clearly identifying the patient. As a surgery we take this incident very seriously and I have spoken to the nurse concerned, making sure that we have all learned from this. I have also put in place several additional safeguards and updated our procedures to make sure this doesn’t happen again. We believe in open and transparent communication and both patients were notified of what happened, immediately. The temporary nurse involved has subsequently left our employment and we are working hard to recruit a permanent replacement. Once again, I’d like to apologise to you for what happened, although it is reassuring that you are pleased with the level of care provided by our doctors. If you do have any further problems please ask to speak to me. Thank you. Sheamus
St Paul's Cottage Surgery
2016-09-06
Person
2
5
0
Written by a patient
Written by a patient 6th September 2016
I found the waiting room very dirty - floors behind the chairs dusty with toys left around and the light fittings are full of flies which can easily be removed and cleaned.. I hope the next time I come it will be cleaner
13th October 2016
Response from St Paul's Cottage Surgery
Dear patient, I’m sorry that you found the waiting room to be dirty. You are quite right that this is unacceptable. I have asked the cleaning company we use to pay more attention to the waiting room, including moving the chairs to clean behind them. I have also arranged for the cleaning company to remove and clean the light fittings on a more regular basis. Unfortunately, toys sometimes go astray from the designated area. I have asked the reception team to check the waiting room more regularly throughout the day to tidy up any rogue toys and magazines. I do hope that the next time you visit you will find our waiting room more acceptable. Many thanks for your feedback.
Resources
Short link to review St Paul's Cottage Surgery: http://iwgc.net/ejhte