Aitune, Midland Street Long Eaton Nottinghamshire, NG10 1RY, UK.  Tel: 0115 855 42 50

At Aitune, we are looking to be the very best we can be, and your feedback offer us an important opportunity to improve the quality of services for our patients. You are helping us to help you. 

Please let us know what we are doing well, and what you think we need to improve on.

Our latest Family and Friends Test Report

Please click on the link below to see our latest Family and Friends Test Reports.

FFT Monthly Summary Feb 2019

FFT Monthly Summary March 2019

FFT Monthly Summary April 2019

FFT Monthly Summary May 2019

FFT Monthly Summary June 2019

FFT Monthly Summary July 2019

FFT Monthly Summary August 2019

FFT Monthly Summary September 2019

FFT Monthly Summary October 2019

Please see the responses below to any concerns raised in the FFT Monthly Summary’s. 

Our Patient Questionnaire Results

In Autumn last year we created a patient questionnaire with our Patient Participation Group (PPG), which was distributed to patients in our waiting rooms. Please see the results of this questionnaire below, and our proposals to improve our services based on your feedback.

Results of the Patient Questionnaire

Our proposals from the Patient Questionnaire

 Your comments

“I would just like to say how lovely Rebecca Peters was today, beautiful, gentle, professional lady. Not only did she take my bloods so gently, being friendly and reassuring, she also persuaded me to have my smear test, which I was trying to avoid. Appointment on time! Outstanding service offered.”

Phil Hope – Practice Manager says… “Thank you. Your comment has been passed on to Rebecca.”

“Mihaela. Thank you for your help and caring over the past few weeks. It has been very frustrating at times, but you were always kind and reassured me that I would heal. I really appreciate that. Thank you.”

Phil Hope – Practice Manager says… “Thank you. Your comment has been passed on to Mihaela.”

“Appointment availability. Appointment cancellations. Appointments wrongly booked (blood test when should be a finger prick) . Phoneline waiting. Parking.” 

Phil Hope – Practice Manager says…

“We apologise for the inconvenience you have faced. We are unclear as to the type of appointment you are trying to book, but we do offer on the day urgent care appointments with our duty doctors and the on the day service. To see a specific Doctor based on the third next available appointment  we currently have a wait of 16 days, so it is a challenge but we have 5 GP’s covering 9,000 patients. I have the same challenges at my practice so I understand your frustration, but we are limited by the number of Doctors – although we will have some news on this issue shortly.

I understand the phoneline traffic is an issue, so we have introduced the myGP app which allows you to  book and cancel appointments anywhere in the world, at any time, via your smartphone! The myGP app has many other functions too, such as ordering repeat prescriptions, monitoring your health and caring for your loved ones. For more information on the app please go to https://www.mygp.com/.

Unfortunately the parking is a problem we cannot address. The ASDA carpark is an alternative with 3 hours free parking.

With regards to your appointment being wrongly booked, I would welcome an opportunity to discuss this with you so please get in touch with the surgery so we can arrange to meet up.”

“It is very difficult to get to see a GP”

Phil Hope – Practice Manager says…

“We apologise for your inconvenience, please see the response above for clarity on the reasons for this.”

“After having 2 appointments cancelled by the surgery. I arrived today for a cholesterol check to be told that this nurse only does blood sample checks which you need to fast for and needs to be an early morning appointment. My appointment was 3.50 today with no mention of this. Very disappointed as rushed from work.”

Phil Hope – Practice Manager says…

“Aitune apologises for your inconvenience. As the comments in the FFT report are anonymous (this can be found above), we are unable to investigate this,  but please contact the surgery with more details on the event and I would welcome a discussion with you to resolve your frustrations.”

“After waiting 4 weeks for my appointment, it was cancelled 30 minutes before it was due.”

Phil Hope – Practice Manager says…

“We believe this may have occurred when one of our doctors had to take sudden sick leave which was unavoidable. If this is the case we apologise, but in the circumstances unfortunately there was  nothing we could do.”

“Many reasons not happy.”

Phil Hope -Practice Manager says…

“Aitune apologise that you are unhappy with the practice. We do need more details from you as to why you are unhappy with the practice to respond to your feedback. I would welcome the opportunity to discuss your concerns, so please contact the surgery with more details in order to take this further.”

“Confidentiality.”

Phil Hope – Practice Manager says…

“We take confidentiality very seriously indeed. We are anxious to explore the details of your concern and would really appreciate if you could contact us with more information. Thank you.”

“Didn’t get the help I wanted.”

Phil Hope – Practice Manager says…

“I am really disappointed to hear you did not get the help you needed. We are committed to providing excellent patient care at the practice and we aim to ensure all patients leave the practice satisfied with the care they received. As the comments in the FFT report are anonymous (this can be found above) I cannot investigate this, but please contact the surgery with more details on the event and I would welcome a discussion with you to resolve your frustrations.”

“You can never get an appointment! Unless you go in and ask for one!”

Phil Hope – Practice Manager says…

“I am unsure as to the type of appointment you are trying to book, but for patients that need urgent medical attention we do offer on the day urgent care appointments with our duty doctors and the on the day service.

We currently have 9,000 patients and hence a wait of 15 days to see a specific Doctor based on the third next available appointment, so I understand your frustration. You can now book GP appointments at any time, anywhere in the word with a click of a button using our new, free myGP app. For more information on the app please go to https://www.mygp.com/ or come and talk to us at Aitune.”

“30 mins it took for anyone to answer the phone. Otherwise excellent.”

Phil Hope – Practice Manager says…

“Aitune apologises for your inconvenience. I understand your frustration and I acknowledge the phone line traffic is an issue, which is why we have introduced the myGP app that allows you to book and cancel appointments whenever, wherever, with the click of a button! The myGP app has a variety of functions, it allows you to care for your loved ones, order repeat prescriptions and monitor your health. For more information on the app please go to https://www.mygp.com/ or come and talk to us.

I am pleased to hear your experience at Aitune has otherwise been excellent.”

“When ringing the surgery to make an appointment, the waiting time can be long.”

Phil Hope – Practice Manager says…

“I understand your frustration and apologise for your inconvenience. I acknowledge the phone line traffic is an issue, which is why we have introduced the myGP app that allows you to book and cancel appointments 24/7, wherever you are, with the click of a button!

The myGP app has a variety of additional functions, it allows you to care for your loved ones, order repeat prescriptions and monitor your health. The app can be downloaded on any smartphone device on the App store or Google Play store. For more information on the app please go to https://www.mygp.com/ or come and talk to us.”

“Never had a problem. Sometimes takes a time to get appointment with the Doctor you want.”

Phil Hope – Practice Manager says…

“Aitune apologises for your inconvenience. Unfortunately, due to the current pressure our GPs are under (we have 5 GP’s covering 9,000 patients); we realistically cannot offer an appointment with a specific Doctor without a slight waiting time. I understand your frustration as I have the same challenges at my own practice, but we are limited by the number of Doctors.

I am pleased to hear you haven’t had any other problems at Aitune.”

“I wasn’t given enough advice to try and solve my problem without the use of strong drugs which I am trying to avoid.”

Phil Hope – Practice Manager says…

“I am really disappointed to hear you did not get the advice you needed. At Aitune we are committed to providing excellent patient care, and aim to ensure all patients leave the practice with the support they need.

The comments in the FFT report are anonymous (the report can be found above), so unfortunately I am unable to investigate your concern. But reading this and without any specific information whatsoever, your situation could possibly benefit from our social prescribing initiative. If you would please contact me at the surgery, we can talk about your specific issues and explore if social prescribing would be suitable for you. ”

“Problems with prescriptions being forwarded to Coloplast charter when ordering stoma supplies.”

Phil Hope – Practice Manager says…

“I am concerned to hear you are facing these problems at Aitune, and we apologise for your inconvenience. As the comments in the FFT report are anonymous (this can be found above) I cannot investigate into this. Please contact the surgery with more details on your concern and I would welcome a discussion with you to resolve the problems you are facing.”

“Slightly longer wait than normal appointment 9.50 was seen about 10.10.”

Phil Hope – Practice Manager says…

“I am sorry to hear your appointment was delayed and Aitune apologises for your inconvenience. Our clinicians do aim to see all patients on time wherever possible, but unfortunately sometimes they can be delayed for various reasons. In order for me to investigate what the delay was on this particular occasion, please contact the surgery with more details and I would welcome a discussion with you.

I would like to assure you that it is rare for our clinicians to be delayed for this length of time.”

“I think reception could be more helpful instead of stood around talking about last night, children and hairdo.”

Phil Hope – Practice Manager says…

“Aitune apologise for the experience you encountered with our reception team. This has been noted and will be acted on accordingly. I would like to assure you that on future visits to the surgery, you will not meet the same experience.

As the comments in the FFT report are anonymous (this can be accessed above) I cannot investigate the particular incident you have brought to our attention, but please contact the surgery with more details and I would welcome an opportunity to discuss this with you.”

“The time to get appointments, had to wait about 6 weeks for an available appointment. Treatment is fine, it’s the wait/difficulty of getting appointments.”

Phil Hope – Practice Manager says…

“Aitune apologise for your inconvenience. I understand your frustration and acknowledge that there is a wait for routine GP appointments; this is due to the current pressure our clinicians are under (we have 5 GP’s covering 9,000 patients) and recent absences. We do offer emergency on the day appointments for patients who need urgent medical attention, and we recommend that where possible you consult your local pharmacy for advice.

I am pleased to hear your experience at Aitune has otherwise been satisfactory.”

“I found the doctor I saw lacked compassion and was rather sarcastic”

Phil Hope – Practice Manager says…

“I am really disappointed and concerned to hear of your experience at Aitune, and we would like to apologise that you are unhappy with the level of care provided. Aitune are committed to providing excellent patient care, and aim to ensure all patients leave the practice with the support they need.

As the comments in the FFT report are anonymous (the report can be found above), I am unable to investigate this particular event, but please contact the surgery with more details and I would welcome a discussion with you to resolve your frustrations.”

“Getting through on the phone takes far too long.Appointments hard to get.If you need an appointment too far in advance you can’t book one. Then when yo@en you try later you can’t get through and when you do all the appointments have then gone.Although you can’t get in to see a doctor it’s never busy when you@n you visit the surgery. @ery.”

Phil Hope – Practice Manager says…

“Aitune would like to apologise for the inconveniences you have faced. We understand your frustration and acknowledge the phone line traffic is an issue, which is why we have introduced the myGP app that allows you to book and cancel appointments 24/7, wherever you are, with the click of a button! The app can be downloaded on any smartphone device on the App store or Google Play store. For more information on the app please go to https://www.mygp.com/ or come and talk to us.

Unfortunately, due to the current pressure our GPs are under and recent absences, we do have a waiting time for routine appointments. I understand your frustration as I have the same challenges at my own practice. We do offer emergency on the day appointments for patients who need urgent medical attention. We also recommend that where possible, you seek advice from your local pharmacy.

I would like to assure you our clinical team are very busy, we have 5 GP’s covering 9,000 patients, who do everything they can to ensure excellent patient care is provided to each patient.”

“As gps and nurses are good. Shame it takes so long to get an appointment and the gp app is pointless.”

Phil Hope – Practice Manager says…

“Aitune apologise for your inconvenience. We are unclear as to the type of appointment you are trying to book, but we do offer on the day urgent care appointments with our duty doctors and the on the day service. To see a specific Doctor based on the third next available appointment we currently have a wait of 14 days, so it is a challenge but we have 5 GP’s covering 9,000 patients.

I am really disappointed to hear that you are unhappy with the myGP app, we offer this to patients to make it quicker and easier to book and cancel appointments at Aitune. We think the issue was a lack of GP appointments on the app at the time due to staff absences. I would like to assure you that we have worked on this to ensure that more appointments are now available on the app.

I would be keen to have a conversation with you about your frustrations with the myGP app, please contact the surgery with more details to arrange this.”

“Just wanted to say how fantastic and caring Dr Alizadeh has been in my care. Brilliant doctors with fantastic receptionists Jill and Julie”

Phil Hope –  Practice Manager says…

“Thank you for your comment. This has been passed on to the rest of the team at Aitune.”

“My comments are as follows; stop the children and the ones that are NOT disabled from sitting on the large red chairs. Also relocate the monitor that tells you when it’s your turn to a place where it can be seen.”

Phil Hope – Practice Manager says…

“Thank you for your feedback.

Unfortunately, it would be difficult to monitor who is using the large red chairs in the waiting room. Although I understand your frustration as these chairs are designed for disabled patients and those who struggle with mobility, it would be unrealistic for me to say we will continuously monitor the use of these chairs.

Again, I understand your comment regarding the TV screen, but due to the position of the power input it is currently in the most practical place. I apologise for the inconvenience but this is something we will not be able to act upon.

As your comment was anonymous, I cannot contact you directly. If you would like to talk about your queries in more depth then please contact the surgery and I would welcome a conversation with you.”

“Poor telephone service”

Phil Hope – Practice Manager says…

“I apologise for your inconvenience and I am disappointed to hear that you feel our telephone service is poor.

I would recommend trying our new smartphone app ‘myGP’, the app allows you to book and cancel appointments and order prescriptions with the click of a button, wherever you are! For more information on the app go to https://www.mygp.com

I would welcome a conversation with you to discuss your frustrations in regard to our telephone service in more depth. As the comments in the FFT report are anonymous I cannot contact you myself, so please get in touch with the surgery to arrange to meet.”

“I came for an appointment today, didn’t get to see the nice nurse i saw last week. The nurse i saw today was astounded that i was in a wheelchair followi@llowing having a hip
replacement, i was only discharged last week and the replacement i gave had goes all the way down to my lower leg. She made me feel like @like i was being stupid for being
in the wheelchair. I now feel so down. I have been through hell in hospital having also nearly crashed in theatre.@atre.

Phil Hope – Practice Manager says…

“I am really sorry to hear about your experience at Aitune, and I am disappointed that an appointment at the practice made you feel this way. I would like to assure you that our first priority is ensuring excellent patient care and that wherever possible patients leave the surgery with a solution to their problem.

As the comments in the FFT report are anonymous I cannot investigate into this incident. If you would like to take this further please contact the surgery with more details and I would be keen to discuss the incident with you.”

“Service is good but often difficult to get an appointment to see a GP”

Phil Hope – Practice Manager says…

“Aitune apologise for your inconvenience. Unfortunately, due to the current pressures our GPs are under (we have 5 GPs covering 9,000 patients); there is sometimes a delay for routine GP appointments. I understand your frustrations as I have the same challenges at my own practice, but we are limited by the number of Doctors.

We do offer the on day service and emergency only on the day appointments for any patient who needs urgent medical attention.

We also advise that you go to your local pharmacy first, as your pharmacy can give you advice and treat many conditions instantly. This may prevent your need for a GP appointment.
I am pleased to hear that you feel our service is otherwise good.”

“Easier access to appointments less time waiting to get through in the morning when you need an appointment get fed up of hanging about on the phone for h@for half an hour @hour”

Phil Hope – Practice Manager says…

“Aitune would like to apologise for your inconvenience, and I fully understand your frustrations. Unfortunately there is sometimes a delay for routine GP appointments due to the current pressures our GPs, we have 5 GPs at the practice covering 9,000 patients.

We do offer the on day service and emergency only on the day appointments for any patient who needs urgent medical attention and we encourage patients to seek advice from their local pharmacy first, as pharmacies can give advice and treat many conditions instantly. This may prevent your need for a GP appointment.

I understand the phoneline traffic is an issue, this is why we introduced the myGP app which allows you to book and cancel appointments anywhere in the world, at any time, via your smartphone! The myGP app has many other functions too, such as ordering repeat prescriptions, monitoring your health and caring for your loved ones. For more information on the app please go to https://www.mygp.com/.”

“Have to wait too long for phone to be answered told 2nd in que and still kept hanging on for 10/mins some of the receptionists will not give their names @ames when asked just say I’m the receptionist!!! Not good enough @ough”

Phil Hope – Practice Manager says…

“Aitune apologise for the inconvenience you have incurred. We acknowledge that the phoneline traffic is an issue; this is why we introduced the myGP app which allows you to book and cancel appointments 24/7, wherever you are! The myGP app has many other functions too, such as ordering repeat prescriptions, monitoring your health and caring for your loved ones. For more information on the app please go to https://www.mygp.com/.”

“Some doctors and nurse are great, others not so much but it’s the length of time that you have to wait for an appointment in the first place that really @ally lets the whole thing down @down”

Phil Hope – Practice Manager says…

“Aitune apologies for your inconvenience. Unfortunately, due to the current pressures our GPs are under (we have 5 GPs covering 9,000 patients); there is sometimes a delay for routine GP appointments. I understand your frustrations as I have the same challenges at my own practice, but we are limited by the number of Doctors.

We do offer the on day service and emergency only on the day appointments for any patient who needs urgent medical attention. We also recommend that patients go to their local pharmacy first, as your pharmacy can give you advice and treat many conditions instantly.

I am disappointed to hear that you are unhappy with members of staff at the practice, and I would welcome a conversation with you to identify what you are unhappy with. Please contact the surgery with more details and we can arrange to meet and discuss this.”

“Thought reception and the whole booking process was silly”

Phil Hope – Practice Manager says…

“I am disappointed to hear that you are unhappy with the booking process at Aitune, and would like to apologise for any inconvenience you may have incurred. I am unclear as to the details of your complaint, and as the FFT report comments are anonymous I cannot look into this. Please contact the surgery with more details and I would welcome a conversation with you about this.

I would also like to recommend using the myGP app, which allows you to book and cancel appointments whenever, wherever, with the click of a button! The myGP app has a variety of functions, it allows you to care for your loved ones, order repeat prescriptions and monitor your health. For more information on the app please go to https://www.mygp.com/ or come and talk to us.”

“I felt as if my concerns about mental health where dismissed”

Phil Hope – Practice Manager says…

“This is a really serious point you are raising here and I would like to discuss this with you further.

‘Mental health’ is an umbrella term for such a wide range of clinical issues (e.g. schizophrenia), to non-clinical issues (e.g. loneliness, anxiety) and we fully recognise it as a massive part of our work at Aitune.
We, along with all of our healthcare partners, are working to provide better, more effective support across the wide range of mental health issues. We have appointed a dedicated team member to link people up to voluntary/community organisations who have been there, seen it all and will not only listen, but can provide that effective support. This way, we can offer you an alternative to a clinician, when a clinician may not be able to provide the most appropriate support.

But all this becomes irrelevant if you walk away from us believing your concerns were dismissed; this is the exact opposite of what we are trying to achieve. I am very disappointed to read this – especially when I know how seriously we take mental health support, and the amount of work we are doing in this critical field.

I would be really grateful if you would contact me to discuss this, and help us to better help you. In anticipation, thank you.”

“1st class nurse Mihaela”

Phil Hope – Practice Manager says…

“Thank you. Your comment has been passed on to Mihaela.”

“Always experienced a really good service from start to finish. I have been listened to, not judged and received support from reception staff (all) and my doctor, Doctor Alizadeh who I have highly recommended to my family. Phone messages and questions have been dealt with promptly and followed up, having exceeded my expectations. Thank you very much – it has been much appreciated.”

Phil Hope – Practice Manager says…

“Thank you. Your comment has been passed on to the team at Aitune.”

“Highly pleased with all doctors I have seen here.”

Phil Hope – Practice Manager says…

“Thank you. Your comment has been passed on to the Doctors at Aitune.”