Walton Surgery

Thank you for your kind words and feedback, it is good to know our services have worked well for you.

Thank you for your comments. You raise a really important question and I fully appreciate your views and feelings on this matter. This kind of situation is always challenging in a small, community service such as our own, where some of our staff do indeed live locally.
Our staff are required to ask questions in order to direct you to the most appropriate service or clinician to respond to your specific health needs on the day.
I would like to reassure you that all staff are bound by a very strict code of confidentiality, which if breached, can lead to disciplinary action or even dismissal. We take patient privacy very seriously and as Service Manager, I would like to assure you that any such occurrence will be dealt with in line with our practice policies on this matter.

Thank you for your comments and I am sorry to read of the difficulties you experienced on the day in question. Without having all of your details to hand, it is difficult to be specific, but what I can say is that our GP afternoon surgery begins at 3.30. The early afternoon is when we make visits to our housebound patients who are not well enough to come into the surgery.
Unfortunately, we are unable to provide a walk in or emergency type service as all our appointments need to be pre booked and usually all of our GP's and Nurses are fully booked and have no additional capacity to see patients on an ad-hoc basis.
I am sorry you were not informed about GP+, we have recently offered further training to our reception / care navigation staff to ensure they have a full awareness of alternative services.

Thank you for your very kind and positive feedback. We always strive to offer the very best care and attention possible and it is really pleasing to read of your experience of our surgery.

Thank you for your feedback. Although we always strive to run on time, our GP's sometimes need to deal with vey complex cases which can put them a little behind.
We do also try to monitor this and where possible, offer any necessary support in such situations.
As I'm sure you can appreciate, the response needed for each patient can vary tremendously, which on some occasions can lead to a surgery over-running.

Thank you for your comments which are much appreciated. Like many surgeries, we offer a 'team' approach to meeting our patient needs. This means we try to direct patients to the most appropriate clinician depending on your presenting illness on the day. This way we can preserve GP appointment for urgent cases or very ill patients. Our nurses always have the option to 'step up' your care and will consult with a more senior colleague / GP if they are unable to resolve your problem or provide the required treatment.

Thank you for your feedback. We strive to offer a good service to our local community and it is very pleasing to read that this is obviously valued and appreciated. Thank you

Thank you for your kind comments - we are embarking on a process of gradual improvement and plan to make some further changes in the coming month.

We always plan to have at least one doctor on duty at all times. Being a smaller Surgery, the usual scenario is we will have either one or two doctors on duty, plus our nursing team. Sometimes the a doctor may be in the building, but may be reviewing test results etc. and not have a clinic. So it may be the doctor is 'unavailable' rather than 'not present'.

On very rare occasions, a doctor may call in sick, in which case we try and arrange Locum cover. However, in situations of short notice, this may not always be possible.

Thank you for your feedback. We would always strive to offer consistent care and advice to our patients. If for any reason you feel unclear or uncertain following your consultation, we are always happy to provide any clarification or further advice as appropriate.
As service Manager, I am always happy to follow this up for our patients.