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FARROW MEDICAL CENTRE – You said, we did

Some examples of changes the practice has introduced following patient feedback.

You Said

We did

It’s too long to wait in the walk-in surgery. And it’s crowded




Introduction of additional pharmacist triage sessions to support morning Open Access sessions 2018-19

Care Navigation Training Undertaken by all reception staff

Senior Care Navigators appointed to coordinate team and sign post presenting patients appropriately

E-Consult system initiated (July 19) for electronic submission of non-urgent problems/advice/requests for sick notes

Practice Pharmacist completed Minor Ailments Triage qualification for additional a.m. triage sessions

Increased Practice Pharmacist input to 5 days per week to

  • support treatment of minor ailments
  • Manage urgent prescribing requests/queries on the day
  • Promote Self Care & OTC medication policies



Reduces waiting times (as not always needs to be a GP seeing the patient) (from Jan 2019)

Additional: Second Pharmacist has completed Independent Prescriber Course and is being trained to provide face-to-face triage


I can’t always see my ‘own’ doctor anymore….




All the doctors are part time but continuity is a key factor in our provision of care and in patient satisfaction levels

GP partners & salaried GPs now have the ability/capacity to book into appointment slots reserved specifically for their use/patients at their discretion



Can you please move the seating in the waiting area – it doesn’t seem patient-centred?

Seating plan reviewed


Access/mobility for patients when surgery is busy

Unobstructed view of call-board


Can we have a drinks machine in the waiting room…?



Management completed a risk assessment which indicated that hot drinks and/or a drink dispenser could contravene H&S guidelines.

Instead a water cooler (with disposable cups) was purchased for the reception area and patients can now request a drink while they wait


When will the doctor ring me about my tests?



Patient education: The GPs will only contact a patient if a result is abnormal. Otherwise it is the responsibility of the patient to contact the surgery. Results can also be access via System Online.

Advice slips (outlining the above) are now provided by GPs/nurses when a test is taken. Promotion of on-line benefits ongoing – PRG members participating in waiting room IT tutorials


So much negativity – it would be good to devote some noticeboard space to the Positive things that patients say about the Practice


Additional noticeboard – July 19


How to Provide Feedback: We Welcome Your Comments & Suggestions 

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