Response Overview
- Total responses: 139
- Breakdown:
- Extremely likely to recommend: 109
- Likely: 15
- Neither likely nor unlikely: 10
- Unlikely: 3
- Did not know: 2
Headline Result:
89% of patients (124/139) said they are either extremely likely or likely to recommend East Quay Medical Centre.
Thematic Analysis of Written Feedback
Access to Appointments (Most common theme – mixed feedback)
- Concerns:
- Long waits for routine GP appointments (reports of 6–10 weeks).
- Appointments sometimes cancelled at short notice.
- Patients expressed frustration at difficulty booking and at feeling the practice is overstretched.
- Positives:
- Many reported urgent/same-day appointments were available.
- Reception team often praised for trying their best despite pressures.
- Quality of Care & Professionalism (Strong positive theme)
- GPs, nurses, and healthcare staff described as caring, compassionate, thorough, and professional.
- Named doctors (e.g., Dr Harries, Dr Powell, Dr Horlock, Dr Glendinning, Dr Dungworth) received specific commendations for attentiveness and support.
- Patients valued doctors who listened, explained clearly, and showed empathy.
- Some patients highlighted excellent management of complex or long-term health conditions.
- Reception & Administrative Staff
- Many described receptionists as helpful, polite, and supportive.
- Positive experiences with telephone service and self-check-in facilities were noted.
- However, a small number of patients felt reception interactions could be abrupt or unhelpful, and raised concerns about delayed or inconsistent repeat prescriptions.
- Patient Experience & Environment
- The surgery environment described as clean, organised, and welcoming.
- Self-check-in kiosks and waiting area improvements were appreciated.
- Patients felt the practice provided reassurance, continuity of care, and professionalism.
- Consistency of Care
- Several patients praised long-standing relationships with their GPs, citing trust and confidence in the care received.
Summary & Recommendations
Overall, feedback in August 2025 shows very high patient satisfaction with clinical care, staff professionalism, and the supportive environment at East Quay Medical Centre. The majority of patients are confident in recommending the practice, with quality of care being the strongest positive theme.
The main challenge highlighted continues to be difficulty accessing timely routine appointments, alongside isolated concerns about communication and administration.