You said – We Did

Has the Surgery improved at all within the last 12 months?

• “No, the surgery has not improved. To centralise the telephones and booking system is ludicrous. The other day I was 68 in the call queue; I have been offered an appointment in Methley and told I had to wait 13 working days for an appointment. Disgusting”

At Health Care First we ensure patients have access to same day advice from a clinician if the situation dictates i.e. urgent need. This is where the same day action needed list comes in to effect.

If a patient contacts the surgery with a same day need our call handlers add the patient’s details and a brief description of the issue to a list? A Clinician will review the information and make a decision, if the patient needs to be seen today or what action is needed.

The action needed can include a ring back from a Clinician. A ring back from the reception team to offer you a same day appointment, advice from a Clinician, i.e. sign post patient to the Pharmacy First Scheme or to offer an appointment in 24 or 48 hours or to offer a routine appointment.

Routine appointments are typically offered within 14 days. We have taken this opportunity to review the routine appointment average wait time within the local area, we have in fact identified that HCF waiting time for a routine appointment is above average within the Wakefield area; some surgeries average wait for a routine appointment is 4-6 weeks!

Has the Surgery improved at all within the last 12 months?

• “No, it’s gone downhill since the mergers”

• “The practice is really good, it’s the call centre when trying to speak to a doctor that’s extremely frustrating, that I just prefer going in to the actual surgery and speak to receptionist”.

• “I’m ok with changes, using on line booking etc. and I understand the call back system for appointments”

• “I’m not waiting on the line. I have always got an appointment when I have need one and everyone I have seen I don’t know if it has improved within the last 12 month because I have only moved to this area from Leeds within the last 8 month but from what I have experienced compared to my previous practice I am very impressed with the service. I never have any problems with getting appointments and the staff are always very helpful.as been great -Thanks”

We continually strive to listen to feedback and work tirelessly to constantly review and improve procedures. With this in mind we merged Health Care First Contact Centre with Queen Streets Contact Centre in August 2019; this gave a larger pool of Call Handlers to help with the longer than usual telephone wait times, this in turn increased the queue i.e. number 68 in the queue but this could potentially equate to a waiting time of 5 minutes or less.

How can you the patient help us to provide an efficient service?

Please be assured that at peak time’s i.e. 8am on a Monday morning, we have a minimum of 8 call handlers and 4 overflow desks in place. Yes you may be 68 in the queue but this could equate to a waiting time of 5 minutes or less, an alternative to waiting would be using the ring back option if you are available to take the call. We would very much encourage the use of the call back.

We would like to take this opportunity to advise patients that our Contact Centre is open Monday – Friday 8am -6pm, if your call is not of a same day need then please try to avoid ringing between 8am-10.30am, where we experience a higher volume of calls.

At Health Care First we constantly review our appointment system and in doing so have identified that from 1st January2020 – 19th February 2020. We had 814 missed appointments, if you are unable to make an appointment please ring and let us know.

This high DNA rate prompted us to look further into developing a robust Dna Policy which is currently under development. We hope this will help improve accessibility for all patients. We would however urge patients to always cancel appointments so they can be given to others in need of a same day appointment.

Has the Surgery improved at all within the last 12 months?

• “I think the service from the reception and doctors is second to none”

• “Stayed the same- good”

• “I have always been happy with the staff and doctors and think very highest quality from all in the surgery”

• “I have always received the very best of advice & treatment when required. Top class service.”

• “Only relocated to Yorkshire about 2 years ago. Think I have only been to the practice 3 times. Always found you very efficient, helpful and the doctors I have seen have been very professional”

• “Dr Kendal was very professional asked questions made one feel at ease and acted immediately”

• “Not been there for more than 3 /4 months. But Jess who I saw today was amazing.”

• “I have always been impressed with Pinfold Surgery and can’t say if it has improved over the last 12 months”

GP surgeries are under an obligation to constantly review and improve its policies and procedures. At Health Care First we take pride in reviewing all of our patient’s feedback to enable us to continually strive towards excellence for all of our patients.


Thank you to everyone who took the time to feedback to our Friends and Family text messages.