"Happy with the service"

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

(as the patient),

I am quite happy with the service at Guernsey House so far. My girlfriend is having a baby so I am grateful I only have to visit the clinic every 8-9 weeks as I am quite busy preparing for the birth. My only dislike is that I have to wait at least an hour before I see a doctor which won’t be great when I have a child.

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Responses

Response from Patient Opinion

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 sometimes they can be missed all together . 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. We would also like to take this opportunity to remind you that a referal to see a drug worker is available to all our service users and you may find the extra help and support at this time.

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