Positive Feedback

• The receptionist today was extremely helpful, and Dr Willcox was very understanding. 
• We are new to this area, and I am impressed by the warmth and professionalism here. After visiting the GP, I experienced only positive feelings – the doctor examined me very attentively. Thank you so much. 
• The surgery fitted me in with an appointment for my baby at short notice. We saw Dr Wing who is the most wonderful doctor, always kind, understanding, reassuring and knowledgeable. If only every surgery had a Dr Wing. 
• Service is consistently good. 
• Wonderful caring staff. Brilliant. 
• I personally have never had an issue receiving an appointment when I ring first thing in the morning. The staff are friendly and thorough. 
• Always find reception staff efficient and pleasant, docs too. 
• Simply the best. 
• Dr Willcox was very helpful and kind. 
• Excellent service. 

Your Voice, Our Move 

Your Voice: When requesting a private letter for work not to be waiting a month later. 

Our Move: We understand your concern about waiting for a private letters. GPs complete these alongside clinics, visits, and other duties, so exact timescales cannot be guaranteed as clinical care must always be our priority. We aim to process letters as promptly as possible and will be auditing our procedures to see how turnaround times can be improved

Your Voice: I don't like having to explain to a non-medical person about my ailment.

Our Move: We understand it can feel uncomfortable to discuss your health with non-medical staff. Receptionists and care navigators ask these questions to ensure you see the right clinician, for the correct length of time, and within an appropriate timeframe. All staff have received training to do this and always follow strict rules regarding patient confidentiality.

Positive Feedback

• Nice to see someone who listened and was very professional. 
• Helpful, friendly and effective. 
• I find the service very good, and they are very thorough. 
• Welcoming, friendly and professional
• Always a positive experience, great GPs, nurses and staff. 
• All staff are friendly and helpful. Doctors are patient and listen to the patients. Dr Guha is extremely popular. 
• All staff friendly and helpful. Doctors take the time to listen. 
• All the staff are friendly, approachable and excellent with the service they give.  

Your Voice, Our Move 

Your Voice: I had to wait 4 weeks for a routine appointment which is not acceptable. 

Our Move: We understand your frustration and apologise for the wait. Routine appointments may take longer as we prioritise patients with urgent or time-sensitive needs to ensure they are seen promptly. Please be assured that we regularly review our appointment system and keep the Integrated Care Board (ICB) informed of any difficulties, so we can continue to improve access and ensure patients are seen in a timely and safe manner.

Positive Feedback

• Very efficiently run. 
• GP Listened to me. 
• Dr Mantle knew what was going on so I didn’t have to explain much. 
• I think they have improved with the new triage system to get an appointment more easily with the appropriate person either by phone or at the surgery. 
• Everything is positive, I have only had good care and friendly, professional service from Meadowfield Surgery. 
• Dr Mantle was excellent in all respects. A credit to the surgery. 
• Both myself and husband have a very high opinion of the surgery and staff. We have been patients there for over 50 years and always held them in high regard.  
• Fabulous staff, very friendly and knowledgeable. 
• The doctor I saw was excellent. 

Your Voice, Our Move 

Your Voice: I waited an hour to be called

Our Move: We understand that waiting for a call can be frustrating. GPs manage many clinical duties throughout the day, including consultations, home visits, reviewing test results, and urgent patient care. Because of this, it isn’t always possible to ring at a specific time. We do, however, aim to call as promptly as possible and appreciate your patience while we balance these priorities. If you miss your phone call for any reason, they will always try a second time. 

Positive Feedback

• Happy with my surgery. Doctor is always very professional and helpful. 
• Tow Law Surgery is excellent. 
• All positive, reception, doctor and nurses provide excellent service. 
• They have been wonderful to me in the last 10 years. 
• Great surgery and receptionists are wonderful and supportive every time.  
• Very good and very polite. 
• The girls are always very helpful whether you phone or call in. 
• Always provide a good level of service. 

Your Voice, Our Move 

Your Voice: Used eConsult and got an appointment and appropriate treatment / referral. However, due to not having a nurse in the practice the first available appointment was weeks away. As the results would depend on what further treatment I need and the urgency in which I need the treatment, I had to travel some distance to another practice. 

Our Move: We are glad eConsult provided a positive experience and understand the frustration with nurse appointment wait times. We anticipate improvements as nurses return from sickness, maternity leave, and placements. In the meantime, patients can access nurse appointments at our other sites or through our extended access service at Meadowfield or Belmont Surgeries, available Monday to Friday 6:30pm to 8:30pm and Saturday 9am to 4:30pm, bookable via your own practice.

Positive Feedback

• Good service provided in challenging times. The NHS are great. 
• I saw the GP who wanted bloods. Michelle the receptionist went out of her way to ger me fitted in before I left. 
• The reception staff are very friendly and helpful, the nurses and doctors are the best I have had the privilege of being attended to by.  
• A polite and professional service. 
• Reception and doctors are always great. 
• Really pleased with the service and how quick a GP seen my daughter. Thank you. 
• Very helpful and professional reception staff, always feel listened to by the doctors and very caring. 
• Dr Muse is fantastic, you can tell she really cares. I always feel at ease when I see her. 

Your Voice, Our Move 

Your Voice: GP was thorough and listened to me. Only negative was that we waited half an hour after our appointment time to be seen. 

Our Move: We are pleased you had a positive GP experience and apologise for the wait. While we aim to keep to schedule, unexpected delays can occur due to emergencies, complex cases, urgent hospital communications, or late arrivals. Staff have been reminded to keep those in the waiting room updated regarding any delays. We appreciate your understanding as we strive to provide the best care for every patient.