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Dear Patient, Thank you for your feedback. All feedback is valuable as it allows us to reflect and identify opportunities to make improvements to services. I am pleased that your experience when accessing our services has been good. We currently have 6 GPs working with us. Whilst our phones can be busy during peak times, we now offer the ability to hold your position in the queue when there are 10 or more people waiting. When you reach the top of the queue we will call you back. Our average waiting time is usually less that 3 minutes, but I appreciate that it can be much longer than this when our phone lines first open. Please note, patients calling after 10am will no longer be asked to call back the next day. We will now add you to the next day's list rather than asking you to call back. Once again, thank you for taking the time to share your feedback with us. Yours sincerely Maria Flood Managing Partner

Dear Patient Thank you for your feedback. I was sorry to hear that you have been unhappy with the service you have received from the practice. When requesting clinical advice, we always try to ensure a member of the team gets back to you the same day. On rare occasions, when demand is particularly high, this may be the next day for routine matters. If you have a preference for a face to face appointment, please do let the receptionist know and they will make a note to ensure that the GP is aware of this. With regard to onward referrals to hospital or other specialist services, this is sometimes required to ensure that you receive the most appropriate medical opinion/treatment. I would welcome the opportunity to explore any specific issues you have experienced and respond in more detail to your concerns. Please contact me at nwicb. harleston.reception@nhs. net if you feel this would be helpful. Once again, thank you for taking the time to provide this feedback. Please do not hesitate to contact me if I can be of assistance. Yours sincerely Maria Flood Managing Partner

Dear Patient, Thank you for your feedback. I am pleased to hear that you feel you have received good care from the GP and that you were referred quickly. We offer unlimited access to GP advice each day that we are open. In order that we can meet demand and patient needs, GP advice will be delivered in various ways. Sometimes it will be a telephone call, sometimes a face to face appointment and sometimes the GP may recommend another plan such as a blood test or appointment with another member of the team in the first instance. If your preference is for a face to face appointment, please do let the receptionist know so that they can bring this to the GPs attention in the appointment request notes. Thank you for taking the time to provide feedback on our services. Yours sincerely Maria Flood Managing Partner

Dear Patient, Thank you for your feedback. I am pleased to hear that you have had a positive experience when accessing our services. Thank you for taking the time to share this with us. Yours sincerely Maria Flood Managing Partner

Dear Patient, Thank you for your feedback. I am very pleased to hear that you have had a positive experience when you have accessed our services. Thank you for taking the time to share this with us. Yours sincerely Maria Flood Managing Partner

Dear Patient, Thank you for your feedback. I am pleased to hear that you have had a positive experience when accessing our services. Thank you for taking the time to share this with us. Yours sincerely, Maria Flood Managing Partner

Dear Patient, Thank you for taking the time to provide feedback on our services. I am pleased to hear that your experience has been positive. Please note, to improve ease of access for our patients, you can now call at any time of day during our opening hours to request access to a GP. Patients calling before 10am, will usually have their need met the same day, even for a routine matter. Patients calling after 10am will be added to the next working day’s list, unless their need is urgent for same day attention. Thank you once again for taking the time to leave a review. Feedback is always valuable as it helps us to identify where we can make improvements to services. Yours sincerely, Maria Flood Managing Partner

Dear Patient, Thank you for your feedback. I am pleased to hear that you have had a positive experience when accessing our services. Thank you for taking the time to share this with us. Yours sincerely, Maria Flood Managing Partner

Dear Patient Thank you for your feedback. Patient feedback provides us with a valuable opportunity to reflect on patient care and make improvements to services where possible. I am sorry to hear that you have felt rushed by the reception team. Our phone lines can be busy at times and our receptionists try to manage the calls efficiently so as not to keep others waiting longer than necessary. However, I would want patients to have adequate time to explain their needs. I will feed back to the reception team and ensure that any training and coaching needs in this area identified and addressed. Our average call answering time is less than 3 minutes. However, we recognise that at busy times, it can take longer. For this reason, we have recently updated our telephone system so that during very busy times, patients can opt to hold their position in the queue and receive a call back from us when they reach their place. If I can be of assistance at any time, please contact me at: nwicb. harleston.reception@nhs. net Yours sincerely Maria Flood Managing Partner