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See 'Staff Vacancies' page for information on current vacancies

Castle Healthcare Practice is now an official partner with Park Run - a free enjoyable event for all abilities (no need to run) every Saturday at 9am at Rushcliffe Country Park. To register please sign up at http://www.parkrun.com/

BLOOD TEST 'SIT AND WAIT' APPOINTMENTS  8am-12.30am Mon-Fri

(Please note: Your blood test MUST have been authorised by the doctor)

Practice Survey Reporting

 

2018

Castle Healthcare Practice

General Practice Assessment Questionnaire

 

1. In the past 12 months, how many times have you seen a doctor from your practice?

None

Once or twice

3 or 4 times

5 or 6 times

7 times or more

9.85%

39.38%

30.05%

13.98%

6.74%

 

2. How do you rate the way you are treated by receptionists at your practice?

Very poor

Poor

Fair

Good

Very Good

Excellent

1.51%

0%

4.02%

18.59%

40.20%

35.68%

 

3a. How do you rate the hours that your practice is open for appointments?

Very poor

Poor

Fair

Good

Very good

Excellent

0%

0.61%

4.87%

14.03%

50.61%

29.88%

 3b. What additional hours would you like the practice to be open?

Early Morning

Lunchtimes

Evenings

Weekends

None, I am satisfied

1.54%

1.03%

9.23%

26.67%

61.53%

 

4) Thinking of times when you want to see a particular doctor:

    a) How quickly do you usually see that doctor?

Same Day

Next working day

Within 2 working days

Within 3 working days

Within 4 working days

Within 5 working days

Does not apply

17.98%

7.87%

15.73%

10.11%

3.93%

17.98%

26.4%

 

 

 

 

b) How do you rate this?

Very Poor

Poor

Fair

Good

Very good

Excellent

Does not apply

1.59%

13.76%

25.93%

25.40%

12.70%

10.58%

10.05%

 

 5. Thinking of times when you are willing to see any doctor:

    a) How quickly do you usually get seen?

 

Same day

Next working day

Within 2 working days

Within 3 working days

Within 4 working days

Within 5 working days

Does not apply

29.25%

12.77%

15.96%

6.91%

4.79%

14.36%

15.96%

 

 b) How do you rate this?

Very Poor

Poor

Fair

Good

Very good

Excellent

Does not apply

2.20%

 

 

7.18%

11.05%

26.52%

24.32%

19.34%

9.39%

 

6.  If you need to see a GP urgently, can you normally get seen on the same day?

Yes

No

Dont know/never needed to

61.5%

4.81%

33.69%

 

7a. How long do you usually have to wait at the practice for your consultation to begin?

5minutes or less

6-10 minutes

11-20 minutes

21-30 minutes

More than 30 minutes

6.16%

40.51%

38.97%

12.31%

2.05%

 

7b) How do you rate this?

Very Poor

Poor

Fair

Good

Very good

Excellent

0.55%

3.85%

35.71%

31.32%

19.23%

9.34%

 

8.Thinking of times you have phoned the practice, how do you rate the following:

a) Ability to get through to the practice on the phone?

Very Poor

Poor

Fair

Good

Very good

Excellent

Dont know/ never tried

1.6%

4.82%

16.04%

31.02%

21.39%

12.30%

12.83%

 

 b) Ability to speak to a doctor on the phone when you have a question or need medical advice?

Very poor

Poor

Fair

Good

Very good

Excellent

Dont know/ never used

0%

2.75%

11.54%

29.12%

22.53%

10.99%

23.07%

 

9. This question asks about your usual doctor. If you dont have a usual doctor, answer about the one doctor at your practice who you know best.

a) In general how often do you see your usual doctor?

Always

Almost always

A lot of the time

Some of the time

Almost never

Never

10.06%

20.12%

15.97%

28.40%

13.02%

12.43%

 

b) How do you rate this?

Very Poor

Poor

Fair

Good

Very good

Excellent

0.61%

 

 

6.67%

25.45%

32.12%

25.45%

9.70%

 

 10. Thinking about your consultation with the doctor today, how do you rate the following?

 

Very Poor

Poor

Fair

Good

Very Good

Excellent

Does not apply

a) How thoroughly the doctor asked about your symptoms and how you are feeling.

0%

1.33%

4.67%

19.33%

16%

22.67%

36%

b) How well the doctor listened to what you had to say

0%

1.55%

3.11%

12.40%

17.06%

35.65%

30.23%

c) How well the doctor put you at ease during your physical examination

0%

0.73%

1.47%

17.52%

17.52%

35.03%

27.73%

d) How much the doctor involved you in decisions about your care.

0%

0.74%

1.89%

13.92%

16.45%

24.60%

42.40%

e) How well the doctor explained your problems or any treatment that you need.

0.68

2.07%

3.45%

8.97%

13.11%

24.14%

47.58%

f) The amount of time your doctor spent with you today.

0.77

2.31%

4.62%

11.54%

15.38%

28.46%

36.92%

g) The doctors caring and concern for you.

0.70

1.41%

2.82%

13.38

16.90%

36.62

28.17%

11. After seeing the doctor today, how do you feel?

 

Much more than before the visit

A little more than before the visit

The same or less than before the visit

Does not apply

a) able to understand your problem(s) or illness?

14.89%

4.96%

11.35%

68.80%

b) able to cope with your problem(s) or illness?

15.83%

7.19%

6.48%

70.50%

c) able to keep yourself healthy

14.39%

5.76%

9.35%

70.50%

 

 12. Are you:

Male

Female

40.25%

59.75%

 

 13. How old are you?

Age

 

0-10

0%

11-20

0%

21-30

0.57%

31-40

7.43%

41-50

4.57%

51-60

5.71%

61-70

31.43%

71-80

40%

81-90

8.58%

90+

1.71%

14. Do you have any long-standing illness, disability or infirmity? By long-standing we mean anything that has troubled you over a period of time or that is likely to affect you over a period of time.

Yes

No

53.37%

46.63%

 

15. Which ethnic group do you belong to?

White

94.83%

Black or Black British

0.58%

Asian or Asian British

4.59%

Mixed

0%

Chinese

0%

Other ethnic group

0%

 

 16. Is your accommodation?

Owner - occupied/ mortgaged

Rented or other arrangements

91.75%

8.25%

 

17. Which of the following best describes you?

Employed

21.35%

Unemployed and looking for work

0%

At school or in full time education

0%

Unable to work due to long term sickness

0%

Looking after your home/family

9.55%

Retired from paid work

69.10%

Other

 

18. Please provide your comments about your healthcare at Castle Healthcare Practice

 

POSITIVE COMMENTS

 

  •  Very good but I can never get to see Dr Hutchinson
  • Castle Healthcare Staff look after you

  • In general over the years I have found the service good, however Castle is a little impersonal compared to Trent Bridge Medical Practice. I don’t think it’s the best location for those with mobility/transport issues.
  • A good medical practice
  • Excellent service. Only frustration I have is trying to get an appointment with my own doctor. However, every doctor I have seen has been very good.
  • Have always been highly satisfied and think the care and facilities are excellent
  • Very good
  • Out of hours clinics for sessions such as flu jabs very useful
  • Very good
  • Overall good
  • Generally very good
  • Cannot fault it
  • Competent and friendly
  • Excellent – the appointment system works very well
  • Happy with the healthcare provided here
  • Very happy
  • Satisfied
  • Very good care – no complaints whatsoever
  • Very satisfied
  • On-line booking/prescriptions very useful, receptionists more helpful than at previous surgery, doctors take time to listen.
  • Child’s flu jab nurse was excellent.
  • Overall very good. Proximity of pharmacy is useful.
  • All good.
  • As the county is deteriorating at a rapid rate, there is nothing more you can do.
  • Dr Ovenden and Dr Hutchinson are both excellent.
  • A very good service from all staff whenever I have needed to use the clinic.
  • Well-organised today.
  • Good.
  • Professional service.
  • I am very satisfied with Castle Healthcare Practice; it meets all of my needs very well.
  • Excellent care.
  • Wish Dr Ashton was available more frequently.
  • All good.
  • Excellent Care.
  • The nurse today was outstanding and very caring.
  • Dr di Mambro is fantastic, listens, really feel she cares, great doctor
  • Good, fine.
  • Receptionists and all clinicians very helpful – put you at ease.
  • Generally very happy.
  • The doctors vary, but certain ones are excellent at not making the consultation seem to be rushed. Generally very happy.
  • On the whole very good.
  • Vast improvement on the old system, like being sent text to remind me of appointment, nice waiting room and good parking.
  • This place is great, all I can do is praise, thanks for all your help.
  • Flu vaccination service was excellent; I have always been treated with kindness and concern and would highly recommend the practice.
  • The clinicians, when we get to them, are well-qualified and experienced.
  • Pretty good about everything.
  • Happy in all.
  • Always provided me and my family with excellent care.
  • Excellent care when I see ‘my’ clinician otherwise I have to keep explaining matters to people I’ve never seen before.
  • Perfectly satisfied.
  • Always impressed by the thoroughness of investigations and willingness to explain. I am never made to feel I’m a nuisance.
  • Doctors and nurses are very good and professional.
  • Great service – always friendly.
  • Excellent practice – reception always helpful, doctors caring and efficient.
  • Usually good.
  • Very good.
  • Much improved appointment system and always see my own clinician.
  • Caring doctors and nurses – in emergency able to see a doctor same day – brilliant!
  • Receptionists efficient and kind.
  • They look after me very well.
  • Excellent at all times.
  • The flu jab clinic was excellent and well organised.
  • Excellent service.
  • Always good.
  • Excellent GP/Nurse/Receptionist care.
  • Pleased TV enlarged.
  • Generally find this practice accessible and helpful.
  • Everyone is helpful and friendly.
  • Good.
  • Very happy thank you.
  • Told to book in for yearly asthma check.
  • Friendly and kind staff.
  • Good.
  • Great place.
  • The reception staff, clinical staff and doctors are always polite and helpful.
  • Excellent care and follow-up of treatment.
  • Very good. I was a GP for 30 years and your service is much better than I ever managed – well done! Keep your spirits up – I know how hard it is!
  • First class service at all times.
  • I no longer request to see my preferred clinician as it is usually weeks before he is available – having said that I have been happy with the care I have received.
  • Great service – thank you!
  • Excellent – no complaints.
  • Excellent receptionists and my doctor is very good but she is very busy.
  • Very clean and bright, very spacious.
  • Very good.

 

NEGATIVE COMMENTS

  • I used to see Dr Hobson before the health centre moved and I understand she is part-time here but no-one has ever asked me or told me who my doctor is.
  • The phone message needs re-recording as its poor quality, can’t hear it and it goes on too long.
  • I had a simple health question for the doctor concerning an infection but I was unable to ask any questions. Disappointing and nobody else available to ask. Surely one minute of somebody’s time is not too much to ask. Flu jab today though was fine and straightforward.
  • I haven’t been for over 12 months. I feel like I didn’t get listened to when I was very ill.
  • When an urgent appointment is needed it is usually by a junior/new doctor who is inexperienced.
  • I had a weekend appointment that I then tried to cancel, but I was unable to do this by telephone.

19.Is there anything that could be improved?

  •  Phone answering
  • The recorded phone message is a bit droney and annoying – perhaps due for a change?
  • I don’t drive and find it difficult to travel here from Stamford Road, catching the right bus is not that simple.
  • Access to the practice can be difficult as I do not drive and the free bus service does not work for where I live.
  • Café should be re-opened, if only for teas and coffees.
  • More telephone lines.
  • Appointments and receptionists behaviour to customers.
  • Receptionists (some of them) need thorough customer/patient training.
  • Often there is a long wait for appointments, sometimes over a week.
  • Fuller feedback on the results of tests and their implications.
  • Difficult to obtain appointments on occasions.
  • To see doctors and nurses quicker.
  • Improved follow-up after tests.
  • It would be useful to have pictures of the doctors and nurses displayed.
  • Do routine ‘well woman’ checks continue.
  • A healthier selection of food in the café.
  • Is there a bus timetable on display?
  • Seeing the same doctor when poorly.
  • Sometimes the wait can be long – a rough estimate of how long would be good.
  • I realise that it is not really possible to see the same doctor every time and they do not get to know you; but that’s how it’s got to be.
  • Access (by phone and for appointments)!
  • Always get to see a doctor.       Sometimes have to wait 3 weeks if not urgent, so not too good.
  • More female doctors. All male doctors have been great but sometimes it is good to see a female.
  • Access physically or by phone to ‘my clinician’ more readily.
  • Bring back the coffee shop.
  • Provide evening and weekend appointments.
  • The phone message when answered needs re-recording as its too poor quality, can’t hear it and it goes on too long!
  • Improve the time to see the doctor for any urgent clinician.
  • Ability to book on-line for my children.
  • Speed in obtaining an appointment with my named doctor.
  • Receptionist training not to be as aggressive with patients.
  • Please re-instate the coffee shop.       My 93 year old mother loved being able to have a coffee here as it is a social event to come out of the house.
  • Allow more time for appointments.
  • Coffee/tea machine.
  • A podiatrist would be very handy.       Audiology hearing aid checks.
  • It would be nice to have the ability to check hearing aids – perhaps once a month.
  • Bring back the café!
  • Email as well as texts for appointment reminders.
  • Everyone could be assigned a doctor on registration because after a week I still do not know who my doctor is.
  • On the whole, I am happy with the service here but I would like to be able to see my usual doctor more easily and not to have to book 10-14 days in advance.
  • A very busy clinic means it is not often that phoning on the day enables the clinic to give us the doctor we know. How this can be improved would be very difficult.
  • Easier to see the same doctor

 

 Notes:-

 

  • SURVEY OF 200 COMPLETED PATIENT QUESTIONNAIRES

 

2017

Castle Healthcare Practice

General Practice Assessment Questionnaire - Results

 

  1. In the past 12 months, how many times have you seen a doctor from your practice?

None

Once or twice

3 or 4 times

5 or 6 times

7 times or more

12

 

92

96

38

26

 

  1. How do you rate the way you are treated by receptionists at your practice?

Very poor

Poor

Fair

Good

Very Good

Excellent

4

 

 

1

21

56

124

80

 

3a) How do you rate the hours that your practice is open for appointments?

Very poor

Poor

Fair

Good

Very good

Excellent

0

 

 

 

3

14

73

133

60

 

  1. b) What additional hours would you like the practice to be open?

Early Morning

Lunchtimes

Evenings

Weekends

None, I am satisfied

8

 

 

 

3

14

93

164

 

4 Thinking of times when you want to see a particular doctor:

  1. a) How quickly do you usually see that doctor?

Same Day

Next working day

Within 2 working days

Within 3 working days

Within 4 working days

Within 5 working days

More than 5 working days

Does not apply

22

 

 

 

12

25

21

14

24

30

49

 

  1. b) How do you rate this?

Very Poor

Poor

Fair

Good

Very good

Excellent

Does not apply

7

 

 

 

50

70

53

40

26

26

 

 

 

 

 

5.Thinking of times when you are willing to see any doctor:

  1. a) How quickly do you usually get seen?

Same day

Next working day

Within 2 working days

Within 3 working days

Within 4 working days

Within 5 working days

Does not apply

73

 

 

 

28

59

44

5

37

36

 

  1. b) How do you rate this?

Very Poor

Poor

Fair

Good

Very good

Excellent

Does not apply

3

 

 

 

20

50

64

60

45

29

 

 

  1. If you need to see a GP urgently, can you normally get seen on the same day?

Yes

No

Dont know/never needed to

145

 

 

 

33

100

 

7a) How long do you usually have to wait at the practice for your consultation to begin?

5minutes or less

6-10 minutes

11-20 minutes

21-30 minutes

More than 30 minutes

20

 

 

 

103

111

28

13

 

  1. b) How do you rate this

Very Poor

Poor

Fair

Good

Very good

Excellent

3

 

 

 

20

89

91

52

13

 

  1. Thinking of times you have phoned the practice, how do you rate the following:
  2. a) ability to get through to the practice on the phone?

Very Poor

Poor

Fair

Good

Very good

Excellent

Dont know/ never tried

7

 

 

 

31

72

108

45

9

11

 

 

  1. b) Ability to speak to a doctor on the phone when you have a question or need medical advice?

Very poor

Poor

Fair

Good

Very good

Excellent

Dont know/ never used

2

 

 

 

10

33

81

56

17

74

 

  1. This question asks about your usual doctor. If you dont have a usual doctor, answer about the one doctor at your practice who you know best. If you dont know any of the doctors, go straight to question 10.
  2. a) In general how often do you see your usual doctor?

Always

Almost always

A lot of the time

Some of the time

Almost never

Never

18

 

 

 

56

45

75

44

7

 

  1. b) How do you rate this?

Very Poor

Poor

Fair

Good

Very good

Excellent

5

 

 

 

22

56

84

50

28

 

  1. Thinking about your consultation with the doctor today, how do you rate the following:

 

Very Poor

Poor

Fair

Good

Very Good

Excellent

Does not apply

a) How thoroughly the doctor asked about your symptoms and how you are feeling.

0

1

5

24

39

45

93

b) How well the doctor listened to what you had to say

0

1

2

23

43

51

93

c) How well the doctor put you at ease during your physical examination

0

1

3

25

49

62

71

d) How much the doctor involved you in decisions about your care.

1

0

4

21

36

31

104

e) How well the doctor explained your problems or any treatment that you need.

1

0

4

23

38

33

100

f) The amount of time your doctor spent with you today.

0

2

3

27

44

47

78

g) The doctors patience with your questions or worries

0

1

2

29

42

50

66

h) The doctors caring and concern for you.

0

1

1

35

40

55

66

 

  1. After seeing the doctor today do you feel…

 

Much more than before the visit

A little more than before the visit

The same or less than before the visit

Does not apply

a) able to understand your problem(s) or illness?

19

12

14

140

b) able to cope with your problem(s) or illness?

15

11

14

140

c) able to keep yourself healthy

15

11

14

142

 

  1. Are you:

Male

Female

106

109

 

  1. How old are you?

Age

 

0-10

0

11-20

1

21-30

4

31-40

8

41-50

13

51-60

37

61-70

81

71-80

62

81-90

24

90+

1

 

  1. Do you have any long-standing illness, disability or infirmity? By long-standing we mean anything that has troubled you over a period of time or that is likely to affect you over a period of time.

Yes

No

126

96

 

  1. Which ethnic group do you belong to?

White

202

Black or Black British

4

Asian or Asian british

11

Mixed

2

Chinese

0

Other ethnic group

2

 

  1. Is your accommodation:

Owner - occupied/ mortgaged

Rented or other arrangements

158

17

 

  1. Which of the following best describes you?

Employed

50

Unemployed and looking for work

1

At school or in full time education

2

Unable to work due to long term sickness

3

Looking after your home/family

7

Retired from paid work

164

Other

3

 

  1. We are interested in any other questions you may have.

 

Is there anything particularly good about your health care?

 

Staff:

  • Very polite and helpful doctors/nurses and always able to get appointment quickly
  • Friendly/pleasant staff (x9)
  • Good doctors- always caring and helpful (x2)
  • Diagnostics extremely good
  • Care of nurses and doctors excellent
  • Helpful and always ready to listen (x2)
  • Happy to wait for usual doctor due to lovely manor and the way they explain things
  • All GPs very good (x2)
  • Excellent reception staff
  • Efficient with professional and caring staff
  • Excellent treatment and diagnosis from all doctors
  • Caring and effective
  • Nurses always very helpful
  • Always well looked after
  • Responsive to problems and questions
  • Nurses are fantastic

Facilities:

  • Excellent facilities with good parking
  • Clean and friendly
  • Pleasant building (x3)
  • Good facilities

Appointments and Clinics:

  • Efficient and good at reminding about blood tests
  • The introduction of Sunday clinics, and efficient/friendly practise
  • Excellent you can get same day appointments

 

Is there anything that could be improved?

 

Booking Appointments:

  • Would like to be able to see same doctor when wanted (x9)
  • Phone calls answered quicker (x8)
  • Faster updating on online appointment bookings
  • Often hard to get appointment with preferred doctor (x4)
  • Appointments on the day you ring
  • Some issues with reception staff but seems to be improving
  • Receptionists manning desk more often
  • Sooner appointments
  • Same day appointments
  • Appointment times
  • Patient pays before speaking to anyone
  • 2 weeks to see assigned doctor too long
  • Sometimes online appointments have nothing for a week with any clinician
  • The ability to see a doctor quickly when needed should be improved

Seeing a clinician:

  • Don’t feel the doctors have enough time to listen and diagnose some of their problems
  • Better staff
  • Tired of being told they’re overweight

Appointments and Clinics

  • Check-in machines often down
  • Reduced waiting time
  • More time on appointments
  • Extra time for appointments
  • Care of deaf/deafening patients
  • Longer appointment times
  • Surgery lost its personal touch

Facilities

  • Free wifi access (x2)
  • Car Parking/exit from car park
  • Weekend openings
  • Speedier delivery of prescription to Manor Pharmacy
  • Easier access to website
  • Larger waiting room

Other

  • Switch board
  • Pressure put on staff to meet deadlines, nurses in particular

 

Any other comments?

 

Positive comments:

  • Always been extremely satisfied with the care provided by the practise (x3)
  • Have always valued the care from all staff, receptionists , doctors and nurses
  • New surgery seems to have settled down
  • Everything very good (x4)
  • Low experience but quite good
  • Cannot fault anything (x3)
  • In general very happy (x1)
  • Nothing to be improved (x4)
  • No complaints at all (x2)
  • Generally very good (x6)
  • Very satisfied with care and service (x4)
  • The move has been a great success
  • No complaints at all (x2)
  • Much improved since the move (x2)
  • Excellent service
  • Very grateful for the care

Negative comments:

  • Low experience
  • Can be majorly improved

 

 



 
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