Patient Survey Summer 2025 – Gayton Road Health Centre

A patient survey was conducted across a few weeks by handing out surveys to patients attending Gayton Road Health Centre.

A total of 85 of the 100 distributed surveys were returned, with the following outcomes recorded:

Patient Comments Summary

• Patients commented that appointment availability could be a challenge.
• Several patients commented that phone queues were much better than previously, they commented that the call back feature worked well.
• A few patients also commented that call queues were too long.
• Patients observed that some appointments were running late.
• Patients commented that admin staff were helpful.
• Several patients reported being very happy with services at the practice.

Practice Observations

• Telephone remains the most popular route for communication into the practice, despite the promotion of online as an alternative. Peak call times do have additional staff support but call volumes at these times are significantly higher; a monitor is kept on call wait times and staff capacity.
• Access to appointments remains an NHS challenge and not just to this practice, waiting times for secondary care services continue to add pressure into the practice system. Directing people to the right person for their particular need is also key to managing our capacity.
• Once patients get appointments at the practice, they appear to be satisfied with the care they receive.
• Systems are in place to notify patients if clinics are known to be running late, and posters advise patients to ask at the desk if they have waited more than 20 minutes to be seen.
• The overall responses are good and reassuring on the changes that the practice has made to make a difference to the patient experience.