"Good staff but too many delayed appointments at Guernsey House"

About: Guernsey House / Primary care addiction service Sheffield (PCASS)

(as the patient),

I think the staff are really good. I'm really happy with my doctor and care as I've been with the same doctor for years.

I also like the fact that there's stuff for the kids to keep them occupied while you're waiting for your appointment.

I'm not happy with the fact that I've never been seen on time.

Things that should be changed are: making sure you get seen on time according to your appointment (or at least within a 10-15 min window) and maybe a few more things to keep kids occupied.

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Response from Dr Roger Smith

This is a reply to all the patients attending Guernsey House who have sent us their opinions of the service we are providing. We will be replying to specific individual responses but felt a general response was necessary to show that we are not ignoring the excellent feedback we have had so far.

There have been many good things said about the service as well as some specific areas that can be improved, but the overwhelming theme on the negative side has been the clinics running late, people having to wait beyond their appointment time to be seen and difficulty accessing the service when things go wrong. We have noted these complaints and are looking at ways of dealing with them. The solutions will be posted on the website for discussion.

Please keep the feedback coming and encourage other patients to participate this is a vital link in improving the service. Thank you to all of you that have responded

Dr Roger Smith

Clinical Director

Primary Care Addiction Service (PCASS)

Guernsey House

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Response from Patient Opinion

Thank you for your posting, your comments about the staff will be well received we will pass them on at the next team meeting. We agree with you that the play area could do with a re-stock of toys and we will attend to this shortly.

Thank you for your posting. We've received a number of postings which comment on waiting times so we wanted to reply in a way that let everyone know what we were doing to improve this. The postings such as yours have really made us realise exactly what the issues were for service users and how to move forward.

We try at Guernsey House to offer a service that is sympathetic to the challenges that face our service users and know that sometimes it is difficult to get to appointments on time and they can be missed. When this happens we still want to make time for these people as quickly as we can. This can have a knock on effect on the rest of the clinic and can increase waiting times but we feel it is important to keep people in treatment and hope that you understand why this is necessary.

In light of this, there may be very little scope for improving waiting times but what we think we could do better is communicate with you what is happening in the clinic at any one time. We're trying to make sure people know if the clinic is running late and by how much so that you know where you are and how long a wait to expect. At first we intend to do this through the reception staff so that you can plan around any delay and know we have not forgotten you are here. We are also planning to install digital signs in the waiting room so that at a glance you can see when you will be seen by a doctor. We have also put some information in the waiting room to explain what is happening after you have seen the doctor and are waiting for your prescription.

We hope you find this information useful, please post again and let us know what you think of the changes we have made. Thank you very much for bringing your concerns to our attention because it has allowed us to make changes that we think will benefit everyone.

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