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

Your Feedback

Feedback

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

FFT Monthly Summary October 2019

FFT Monthly Summary November 2019

FFT Monthly Summary December 2019

FFT Monthly Summary January 2020

FFT Monthly Summary February 2020

FFT Monthly Summary March 2020

FFT Monthly Summary April 2020

FFT Monthly Summary May 2020

FFT Monthly Summary June 2020

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.”

“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.”

“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.”

“Gill the receptionist will go out of her way to help you. Always kind and pleasant, I’m always pleased when she is on the desk.”

Phil Hope – Practice Manager says…

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

“I have received nothing but the best care always. The receptionists are both helpful and kind and the service received from the doctors and nurses is second to none. Well done Aitune, it’s always a pleasure to have dealings with you.”

Phil Hope – Practice Manager says…

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

“Service today was excellent but we tried to telephone but could not get through and gave up.”

Phil Hope – Practice Manager says…

“Aitune would like to apologise for your inconvenience. We acknowledge the phone line traffic is an issue, which is why we introduced the myGP app that allows you to book and cancel appointments 24/7, 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. I would recommend using the myGP app wherever possible to save waiting on the phone lines.

For more information on the app please go to www.mygp.com or come and talk to us.

I am pleased to hear your experience at Aitune was excellent.”

“Everyone was good and professional. Actions taken were good and explained to me however next steps were not clear.”

Phil Hope -Practice Manager says…

“I am sorry to hear you felt your next steps were not made clear.

As the comments in the FFT report are anonymous, I am not aware of the exact details of your complaint. I would appreciate if you could contact the surgery with more details in order to resolve this issue.”

“Receptionists are rude. Too long to wait for appointments.”

Phil Hope – Practice Manager says…

“Aitune apologises for your experience with our reception team and I am disappointed to hear this. Your feedback has been noted and will be acted on accordingly.  I sincerely hope your future experiences are more positive.

Unfortunately, due to the current pressure our GPs are under, we do have a waiting time for routine appointments. I understand your frustration as this is a national crisis so I have the same problem at my GP 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.”

“It’s impossible to get appointments or get to see your own doctor. Poor diabetic service. Hard to get through on phone, repeat meds a nightmare. Every month entails 2 or 3 trips to get complete prescription. Your practice used to be great! Alas, no more, I suspect you have too many patients to cope now!”

Phil Hope – Practice Manager says…

“I am sorry to hear of your experiences at Aitune. Unfortunately due to the current pressures on GP Practices we are unable to ensure patients can see the same doctor at every appointment without a longer delay.

I am disappointed to hear that you feel our diabetic service is poor, and I would be grateful if you could contact the surgery with more details on this so that we improve the service we currently offer. We have re called Sister Ross and are recruiting new nurses (2 join us in March 2020) to support diabetic care as well as other conditions.

As the comments in the FFT report are anonymous, I would also appreciate if you could contact the surgery with more details on the errors with your repeat prescriptions and I will look into how we can resolve the issue. I would suggest using our myGP app to order your repeat prescriptions via a smartphone, or using the Medicines Order Line if you do not use these already, please contact us for more information.

With regards to seeing your own doctor, it is not the number of patients we have but the level of demand we face at this time of year. This problem applies to most practices nationally, but we do offer on the day appointments for urgent care.”

“The advice was good but have to wait so long for appointments.”

Phil Hope – Practice Manager says…

“I am pleased to hear that the advice you received was good. Unfortunately waiting times for GP appointments are a national crisis in the NHs and are due to the ever-growing pressure GP Practices are under. I do understand your frustration as I have the same issue at my own practice. For patients that need urgent medical attention we do offer on the day emergency appointments. We also recommend asking your pharmacy for advice on minor conditions.”

“A long wait for appointments, some receptionists are unfriendly. Drs brief in responses with patients, not a lot of patient education offered.”

Phil Hope – Practice Manager says…

“I am disappointed, and sorry, to hear about your experience at Aitune. Your feedback has been noted and will be reported to the relevant members of the team at Aitune, we will work to improve on these areas. I hope that you will not meet the same experience on future visits to the surgery.

I would like to assure you that Aitune are keen to educate patients in self-care, and knowing the right service to seek advice from for both minor illnesses, and when in need of urgent medical attention. This is reflected on our website, on the TV screens in the waiting room and the leaflets in our reception area. As our GPs only have a restricted amount of time with patients, it means they do not have the resources to educate patients themselves. If you would like more information on self-care please ask for copies of the information packs providing advice on this.

I understand your frustrations on the waiting times for a routine GP appointment. This is a national crisis unfortunately due to the growing demand and pressures on NHS GP Practices. We do see patients who need urgent medical attention on the same day in emergency appointments, and advise that patients seek advice from their local pharmacy for minor illnesses.”

“1st appointment of the day and doctor running 25 minutes late, appointment felt rushed and feel I need to make another appointment to discuss. Felt doctor didn’t understand.”

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 such as medical emergencies and traffic issues. In order for me to look into what the delay was on this particular day, please contact the surgery with more details and I would welcome a discussion with you.

I hope on future visits to the practice you will not have the same experience.”

Incompetent staff on phones. Claimed it wasn’t an emergency it was, had to ring the next say, a different lady was shocked I wasn’t seen the day I originally rang. Doctor sent me off with antibiotics, ended up in hospital having surgery a day later, day after that I needed dressing changed on that day but you booked me in a week later and not that day. Very very incompetent service almost medical negligence.”

Phil Hope – Practice Manager says…

“Aitune apologises for your inconvenience. Due to the serious nature of this complain, we ask that you contact us directly to discuss this incident further so we can investigate this. Thank you.”

“You can’t get through the phone. Every single time it taking hours to get an answer. It’s so frustrating. Doctor’s nurses and staff are brilliant. Thanks to new doctor Alizadeh.”

Phil Hope – Practice Manager says…

“Aitune apologise for your inconvenience with the telephone lines, we have recognised this is an issue and due to this we have introduced the myGP smartphone app. The myGP app allows you to book and cancel appointments, order repeat prescriptions and set medication reminders all at the click of a button from your smartphone. You can download the app from the google play store or apple app store. For more information on the app come and speak to us at Aitune or go to www.mygp.com/.”

“Receptionists one is letting the side down”

Phil Hope – Practice Manager says…

“Aitune apologise for your experience with our reception team. As the comments in the FFT report are anonymous (please see above) I’d appreciate if you could contact the practice with more details and I would welcome a discussion with you to find out more about this.”

“Too long waiting time to see a gp, too long time spent on the phone waiting for a call to be answered, extremely frustrating.”

Phil Hope – Practice Manager says…

“Aitune apologise for any inconvenience you may have incurred. I understand your frustrations with the phone lines and waiting times for a routine GP appointment, as these are difficulties I have at my own practice. Unfortunately this is a problem nationally in NHS GP practices. We do offer emergency on the day appointments for anyone who needs urgent medical attention, we also advise that for minor illnesses you seek advice from your local pharmacy.

We have recognised that the phone lines are an issue; this is why we introduced the myGP app. If you have a smartphone or tablet I would recommend downloading this app, it allows you to book and cancel appointments and order repeat prescriptions 24/7, wherever you are, with the click of a button. For more information on the myGP app please come into surgery or go to www.mygp.com/.”

“My appointment was at 4.10pm I didn’t go in till 4.25pm and there was only three other people waiting for the doctors”

Phil Hope – Practice Manager says…

“Aitune would like to apologise for the delay in your appointment. Unfortunately our clinicians can sometimes be delayed for various reasons such as in emergency situations, which they need to deal with urgently.

As the comments in the FFT report are anonymous (shown above), please contact the surgery with more details and I would be happy to investigate into what the delay was on this particular occasion.”

“I don’t think the doctor, spent enough time to understand my condition. I just wanted someone that would listen and help me as I am really suffering at the minute. I am happy with the medication I was given and I am due to see a specialist but I just felt I could’ve been dealt with a bit more sympathetically.”

Phil Hope – Practice Manager says…

“Aitune would like to apologise for your experience, and I am disappointed to hear this. Unfortunately our GPs are under a lot of pressure, which means they can only offer 10 minute appointments and if these overrun it has a knock on effect for other patients. This results in consultations having to be cut short on occasions, and we apologise for that. This is a nationwide problem in NHS GP practices.

I’m unaware of your exact circumstances, but if you require more support that isn’t necessarily medical I would suggest it may be appropriate for you to be referred to our social prescribing service. Social prescribing has been introduced in recognition that people may require more than medication alone and would benefit from other kinds of services or more social / community interaction.

As the comments in the FFT report are anonymous, please contact us with more details so we can discuss this further.”

“Told you. Wouldn’t be able to get an appointment in reasonable time.”

Phil Hope – Practice Manager says…

“I do not know your circumstances or expectations so I cannot decipher what you consider to be reasonable but we do offer on the day emergency appointments for anyone who needs urgent medical attention. We also recommend that where possible you seek advice from a pharmacy before attending a GP appointment for minor ailments; this ensures our GPs only see appropriate patients and this reduces waiting times.”

“Receptionist not approachable, closed off and didn’t speak – just snatched things off me without a please or thank you. Doctor didn’t want to listen to me or my problem diagnosed me and sent me out with a prescription within 2 minutes. Felt like a very rushed appointment and the doctor was very unapproachable. So disappointed in the service I received, left the surgery upset and like I’ve made a massive mistake moving to this surgery. Note to surgery don’t have a TV displaying”10 minute appointments make the most of it” if no one is willing to follow it through. Disappointing.”

Phil Hope – Practice Manager says…

“Aitune would like to apologise for your experience and I am really disappointed to hear about this.

Unfortunately as our GPs are under a lot of pressure and have many patients to see in one day, this can result in appointments feeling rushed. This is why social prescribing has been introduced, in recognition of the fact that not everyone needs just medication, and may benefit from contact with other support services or getting more involved in the local community. I don’t know the circumstances as the comments in the FFT report are anonymous, but if you feel this would benefit you, please come and talk to the team about it.

I would also appreciate if you could contact us with more details on the incident you mention above with both the GPs and reception team, so we can meet and discuss this further to try and resolve your frustrations.”

Find that the services provided are good overall, but can be a bit hit or miss getting through on the phone. I was on hold for 40 minutes once waiting to get through and as a result to that call time I think receptionists can sometimes be a bit pushed for time and customer service isn’t always the best.

Phil Hope – Practice manager says…

“I am glad to hear you are happy with the services Aitune provide, but I apologise for your delay on the telephone. We have recognised that the waiting times on the phone are an issue, which is why we introduced the myGP app into the practice. This app is available to download on all smartphone devices and allows you to book and cancel appointments; order repeat prescriptions and view medical records wherever you are at a time most convenient for you. This is all available at the click of a button.

If you have a smartphone device I would recommend using the myGP app, if you would like more details please go to www.mygp.com or come and talk to us, we would be happy to get you set up on the app. Our aim with this is that as many people use the app as possible, freeing up the phone lines for those unable to use the app.”

“Just wanted to say how lovely the receptionist Jane was, had a long queue but was smiling and friendly throughout.”

Phil Hope – Practice manager says…

“Thank you for your feedback. This has been passed on to Jane.”

“I saw your HCA today and she dressed my infected toe and she was wonderful.”

Phil Hope – Practice manager says…

“Thank you for your feedback. This has been passed on to our HCA.”

“Receptionists make or break a business. First impressions count and when you are unsure you want a supportive and helping hand –   that isn’t necessarily the case for the Aitune reception.”

Phil Hope – Practice Manager says…

“I am disappointed to hear that you felt our reception team were not supportive, and I apologise for this. I would like to assure you that our reception team are committed to helping all of our patients wherever possible. As the comments in this FFT report are anonymous I cannot contact you to discuss this, I would be grateful if you could contact the practice with more details so I can investigate further.”

“Unable to get through for an average of half an hour to be told an appointment is 4-5 weeks away. Certain reception staff are extremely rude when helpful. Dr Goodwin is lovely as are most of the other doctor and nurses.”

Phil Hope – Practice Manager says…

 “Aitune apologise for your inconvenience. We recognised that the phone traffic is an issue, which is why we introduced the myGP app to Aitune, with the myGP app you can order your repeat prescriptions and book and cancel appointments with a click of a button 24/7. If you haven’t downloaded this app I would recommend doing so if possible, for more information please go to https://www.mygp.com/ or come and talk to us.

Unfortunately, the waiting times for GP appointments are a national issue due to the amount of pressure GP practices are under. I understand this is frustrating as I have the same issue with my own practice, however we do offer emergency on the day appointments for anyone who needs to be seen urgently. We also recommend that you seek advice from your pharmacy first for minor ailments. For more information on what you can visit a pharmacy for, please go to https://www.derbyandderbyshireccg.nhs.uk/staywellderbyshire/pharmacy-first/.

I would also like to apologise for your experience with our reception team, I would be grateful if you could contact the practice with more information on the incident (as the comments in the FFT report are anonymous.

I am, however, pleased to hear you are happy with our clinical team.”

“Last two phone calls took 45 mins and 16 mins before being answered. Last appointment nurse was half an hour late calling me in which caused me to run late for my business appointments. A month wait for doctors’ appointments seems to be the new norm.”

Phil Hope – Practice Manager says…

“Aitune would like to apologise for your inconvenience on the phone lines. We have recognised the waiting times on the phones are not acceptable, which is why we introduced the myGP app to Aitune, with the myGP app you can order your repeat prescriptions and book and cancel appointments with a click of a button 24/7. If you haven’t downloaded this app I would recommend doing so if possible, for more information please go to https://www.mygp.com/ or come and talk to us.

We also apologise that your appointment was delayed; I can assure you it is rare for our nursing team to have a delay, and there could be multiple causes for this including if the nurse was involved in resolving an emergency situation. We have also had a shortage of nurses over the past few months which has added additional pressure to the team; however we have two new nurses starting this March to resolve this. I cannot let you know what the delay was on this particular occasion as the comments in the FFT report are anonymous, however if you contact the surgery with more details I can investigate.

Unfortunately you are right about the waiting times for a GP appointment, and this is a national crisis in the NHS. As mentioned above we do offer emergency on the day appointments for anyone who needs to be seen urgently. We also recommend that you seek advice from your pharmacy first for minor ailments. For more information on what you can visit a pharmacy for, please go to https://www.derbyandderbyshireccg.nhs.uk/staywellderbyshire/pharmacy-first/.”

“Service from doctors was excellent, but marked down a point because of attitude from receptionist on a number of occasions.”

Phil Hope – Practice Manager says…

“I am glad to hear that you feel our clinical team are excellent, but am disappointed to hear about your experience with our reception team. I would like to assure you our reception team are committed to helping our patients wherever possible.

As the comments in the FFT report are anonymous, I cannot contact you to gather more details on the particular event/s you are referring to, please contact the surgery with more information and I can investigate this.”

“Lack of caring shown, no follow up appointments offered when I’m in a              vulnerable state.”

Phil Hope – Practice Manager says…

“I am really disappointed to hear about your experience at Aitune and would like to apologise for this. I assure you that our clinicians are keen to ensure all patients leave the practice feeling they have received adequate care.

At this time though, we were going adjusting to the pandemic and having to shut down F2F appointments to protect ourselves and you…and we also sadly had staff going down ill and having to isolate, so we were working with vastly reduced resources. This was a challenging time for us all (and by all, I mean the whole country) and unfortunately we could not offer the level of services we wanted to do. I hope you understand, and I do apologise if we could not meet your needs, but it really was an exceptional time.”

“I feel that some of the receptionists are very unhelpful. I came in for smear Monday 13th January and had to wait a while during  this time I observed the receptionist. 3 people came in for 3 different things and she was obstructive with them all not just me.”

Phil Hope – Practice Manager says…

I apologise for your experience with our reception team at Aitune, and am concerned to hear you found the team unhelpful. Our reception team do aim to help all patients wherever possible. Your feedback has been noted and passed on to the team.

I would appreciate if you would contact Aitune so we can have a discussion to resolve your frustrations.”

“No called as advised”

Phil Hope – Practice Manager says…

“I am concerned to hear you were not called back as advised, and would like to apologise for this. As the comments in the FFT report are anonymous I cannot contact you to look into this, so I would be grateful if you could contact us to give us more details. I can then investigate this incident, and most importantly ensure you are contacted by the relevant member of the team.”

“I waited a very long time”

Phil Hope – Practice Manager says…

“From your comment, I am presuming you were held up on the phones? I am sorry to read this. I don’t know when this incident happened, which makes a specific response to your issue impossible, but broadly speaking, we had already recognised that the waiting times on the phone were an area for improvement, which is why we introduced the myGP app, which you can download on any smartphone device, to enable you to easily undertake simple tasks such as book and cancel appointments easily. With the pandemic though, the very nature of appointments had to be changed and everything triaged for your safety, which means the phones had to supersede the myGP app as the main method of connection (supported by our website). Demand on the phones went through the roof during the height of the last spike, but we were down to just 2 admin staff due to illness and isolation, so delays in responding to calls were inevitable. We are now ‘in the eye of the storm’ and looking at trying to get back to ‘normal’ (whatever that means these days). Demand on the phones is still high, but staffing levels are improving (thankfully) and we are looking closely at the technology to get it up and running to again support patient access to the practice. In the interim, I am sorry about this and ask – and thank you – for your patience while we adjust to the new ‘normal’.”

“Very poor reception service”

Phil Hope – Practice Manager says…

“I am disappointed to hear you had a poor experience with our reception team, and Aitune would like to apologise for this. We are always striving to improve the service we offer to patients, and your feedback is an important part of identifying what we need to improve.

I would be grateful if you could contact the surgery to give more details on the service you received so that I can feed this back to the relevant team members.”

“Phone waiting times. I’ve been hanging on for 60 minutes”

Phil Hope – Practice Manager says…

“I am sorry to hear this. We had already recognised that the waiting times on the phone were an area for improvement, which is why we introduced the myGP app, which you can download on any smartphone device, to enable you to easily undertake simple tasks such as book and cancel appointments easily. With the pandemic though, the very nature of appointments had to be changed and everything triaged for your safety, which means the phones had to supersede the myGP app as the main method of connection (supported by our website). Demand on the phones went through the roof during the height of the last spike, but we were down to just 2 admin staff due to illness and isolation, so delays in responding to calls were inevitable. We are now ‘in the eye of the storm’ and looking at trying to get back to ‘normal’ (whatever that means these days). Demand on the phones is still high, but staffing levels are improving (thankfully) and we are looking closely at the technology to get it up and running to again support patient access to the practice. In the interim, I am sorry about this and ask – and thank you – for your patience while we adjust to the new ‘normal’.”

Great care from medical staff as usual. Very concerned that two contractors working inside the building were not wearing face masks and had to take avoiding action to keep my distance.”

Phil Hope – Practice Manager says…

“I am pleased to hear that you received great care from our medical team. I understand your concern regarding the contractors, as we do not own the building these contractors were not working on behalf of Aitune, but we will alert the site manager of the building.”

“Good doctors poor, uncoordinated administration. Unconscionable delay in telephone being answered.”

Phil Hope – Practice Manager says…

“I apologise for any inconvenience you may have incurred. I would appreciate if you could contact the surgery with more information regarding your concerns about administration at Aitune, we can then investigate the issue/s.

I can only apologise for the delay on the telephone lines. Without specific details writing a response to your issue is difficult, but broadly speaking, we had already recognised that the waiting times on the phone were an area for improvement, which is why we introduced the myGP app. This can be downloaded on any smartphone device, to enable you to book and cancel appointments easily, order repeat prescriptions etc.. Unfortunately due to coronavirus, the very nature of appointments had to be changed and everything triaged for your safety, which means the phones had to supersede the myGP app as the main method of connection (supported by our website).

Demand on the phones therefore increased dramatically and we experienced a shortage of staff due to illness during that period. Thankfully our staffing levels are starting to improve and we are looking towards trying to get back to ‘normal’ (whenever that will be and however that will look after this pandemic). In the interim, I ask and thank you for your patience while we adjust to the new ‘normal’.”

“Dr Alizadeh is outstanding.”

Phil Hope – Practice Manager says…

“Thank you for your comment. This has been passed on to Dr Alizadeh.”