You Said, We Did – Listening to Our Patients

At Priory Medical Centre, listening to our patients is central to how we improve and develop our services. We regularly gather feedback through patient surveys, online reviews, complaints, compliments, and conversations with our Patient Participation Group (PPG).

The “You Said, We Did” approach is our way of showing how your feedback directly influences the changes we make. Below are some of the key themes we have heard from patients and the actions we have taken in response.

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Access to Appointments

You said:
Patients told us that getting timely access to appointments, particularly on the day when unwell, is important.

We did:
We reviewed our appointment system to ensure it prioritises urgent clinical need and makes best use of our multidisciplinary team.

Achievements to highlight:

• 📌 All Online Consultations submitted are reviewed & responded too on the same working day. We have invested in non-GP clinical staff (Paramedics, ACP’s/ANP’s) to provide faster access to treatment

• 📌 100% of patients contacted within 24 hours

• 📌 Positive patient feedback – “‘The process of booking an appointment was very smooth. Also wonderful doctor who listened and helped.”

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Communication with the Practice

You said:
You wanted clearer communication from the practice and quicker responses to online consultations and queries.

We did:
We improved how we manage incoming requests and strengthened internal processes to ensure messages are reviewed promptly and responded to appropriately.

Achievements to highlight:

• 📌 Incoming calls to our practice have reduced by 50% as a result of Online Consutlations. This means that our reception team are now able to answer calls quicker and spend more quality time on the phone to patients to assist with their enquiries

• 📌 Our last National GP Patient Survey showed we 35% of patients found it easy to get through to the GP practice; through changes, this has now increased to 53% in our internal GP Patient Survey. Furhter work will continue to ensure this continues to rise

• 📌 Positive patient feedback – “‘Receive quick appointments (made on same day) and follow up calls and consultation. Test results are also quick.”

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Experience of Our Staff

You said:
Many patients told us how important it is to feel listened to, respected, and supported by our reception, clinical, and administrative teams.

We did:
We continue to invest in staff training, wellbeing, and development to ensure every patient interaction reflects our values of kindness, professionalism, and respect.

Achievements to highlight:

• 📌 2 x Practice Nurses have recently enrolled on their Independent Prescribign Qualification. 1 x Practice Nurse has recently completed specialist Diabetes Training. 1 x Clinical Pharmacist is now an Atrial Fibrillation specialist. All these staff have been supported through their training by Priory Medical Centre

• 📌 Our Cancer Information Clinics (run in partnership with Myton Hospice) has recently been awarded a national award for the innovative shown in supporting patients who need additional support with their long term condition

• 📌 Patient compliments received – “‘Efficient/caring and explained everything” – “‘I have always found everyone extremely helpful with care and compassion when dealing with my health problems”

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Managing Long-Term Conditions

You said:
Patients with long-term conditions told us they value continuity, proactive reviews, and support to manage their health.

We did:
We strengthened our long-term condition clinics and expanded roles within the team to ensure patients receive the right care, from the right professional, at the right time.

Achievements to highlight:

• 📌 Improvements in QOF indicators

• 📌 Through additional training to our Nursing team, we are now able to offer more Diabetes clinics to our patients. We also have specialists in COPD & Asthma, with FeNO testing available at the practice. This all helps our patients access care locally and without the need of a hospital referral

• 📌 Patient feedback regarding care – “I was calling to book in my first treatment for stage 4 cancer. I was originally given a date 5 days in the future, which felt like years away. The lovely receptionist sensed I was upset and scared and asked the nurse if she could see me the same day, which she did. I couldn’t be more grateful to both of them. Starting treatment is the only thing I can do to improve my situation but it is also the start of the rest of my life as a terminally ill person, reliant on medication and living with side effects. Starting treatment without delay meant I didn’t have 5 days of dwelling on that or worrying that the cancer was getting even worse.”

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Our Environment and Services

You said:
Feedback highlighted the importance of a welcoming, safe, and well-organised practice environment.

We did:
We reviewed our premises, processes, and signage to improve patient flow and accessibility, while continuing to meet high standards of safety and cleanliness.

Achievements to highlight:

• 📌 In 2021, we moved into our brand new purpose built surgery. This investment was to recognise the changes to Primary Care and better help support patient care

• 📌 The practice is Disability & Learning Disability Friendly, with the practice recently receiving Learning Disability Friendly status from the ICB

• 📌 Patient feedback – “Ample car-parking facilities, Simple straightforward signing-in procedure, Extremely comfortable warw waiting areas, Prompt meeting with GP”

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Thank You for Your Feedback

Your feedback helps us shape the services we provide and ensures we continue to meet the needs of our community. We are committed to ongoing improvement and will regularly update this page to show how patient voices are making a real difference at Priory Medical Centre.

If you would like to share feedback, please speak to a member of our team, complete a patient survey, complete the NHS Friends & Family Test or join our Patient Participation Group.

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This page is reviewed and updated regularly as part of our commitment to continuous improvement and patient-centred care.