Earl Street Surgery

In July 2024 we conducted a patient experience survey and have collated all your valuable feedback to continue improving our services to you.

There were a few clear themes in the feedback, which we have taken on board and developed an action plan for:

1. Your Booking Experience - you would love to see an option to book online, and we have heard your plea! Now that doctor numbers have increased and you can generally get same-day or next-day appointments with a doctor, we will trial online bookings very soon. Watch this space!

2. Waiting Room/Reception Experience - we loved hearing that in 2024 you have found your experience to be welcoming, courteous and professional when you arrive, and find the appointment reminder SMSs beneficial.

You also provided useful feedback to say that you are often not advised by us when you arrive for an appointment if there will be delays while waiting. We acknowledge that your time is valuable, and reception are actively working on this as part of our general improvements in customer service. Wait times cannot always be helped and emergencies do occur, but we want you to feel comfortable while you wait and will endeavour to let you know of any delays and offer you a water/tea/coffee if it is a lengthy delay. Please don't hesitate to ask reception if you are unsure of delays.

If our TV is ever not on or you want a different channel, just ask us. We are happy to help!

3. Doctor Availability - you noted that you can't always book appointments with your preferred doctor or had to wait 4-6 weeks to book in with your preferred doctor but acknowledged that this is largely due to a lack of doctors in general. We hear you! In July 2023 we had 1 fulltime and 2 parttime doctors and have now grown this to 3 fulltime and 3 parttime doctors. One of our 2024 goals is to continue increasing this!

We recognise that you can't always get into your preferred doctor in a timely manner, however with more doctors we can now usually offer a same-day or next-day appointment and have 3 doctors available that bulk bill for concession card holders and under 16s, giving you a bigger choice.

Thank you to all that completed the feedback. We also welcome feedback at any time and have a feedback/suggestion box located at reception.