“At the Grange, we want to provide the best possible service to our patients. Because of this, we regularly review feedback given by patients and take any necessary action to review and change systems and processes.”
Here is what You said, and what We did
What you said:
“The surface at the Practice Entrance is uneven and the yellow lines were faded, need repainting.”
What we did:
The surface at the entrance has now been levelled, and the yellow guidance lines have been freshly repainted to improve visibility. These updates are especially important for patients with mobility or visual difficulties, helping to create a smoother and safer experience from the moment you arrive. Thank you for highlighting this. Your feedback helped us make real improvement that benefits everyone who visits The Grange Medical Practice.
What you said:
“One of the toilet facilities was mouldy and wood panels were rotting. No nappy disposal bin was provided”
What we did:
We take every piece of feedback seriously, especially when it concerns the comfort of our patients and visitors. After receiving this feedback we undertook a full refurbishment of the toilet facility you flagged.
This included:
– Replacing old, rotting wooden panels with brand-new fittings
– A complete repaint to brighten and sanitise the space with new signage
– Installation of a dedicated nappy disposal bin to better support parents and carers and prevent toilet blockages
These improvements are part of our wider commitment to maintaining clean, accessible, and inclusive spaces for everyone.
What you said:
“It would have been much better if I could navigate the practice website in my language.”
What we did:
Understanding and accessing your healthcare information shouldn’t be limited by language. We’ve now added a website language translation feature directly on our homepage. Patients can now easily navigate our website in a language they’re most comfortable with, helping to ensure everyone receives the same quality of care and information clearly and confidently.
This change is part of our ongoing effort to make The Grange Medical Practice more inclusive, accessible, and responsive to the needs of our diverse patient community. We understand good communication is vital for good care.
What you said:
“The waiting time for Cervical Cancer Screening tests is too long, and it’s sometimes difficult to get an appointment.”
What we did:
Scheduled screening is very important and we know how vital timely access to cervical screening is. We’ve increased our capacity for cervical smear test appointments, with more slots now available each week.
This means shorter waiting times and greater flexibility for you to book your screening at a time that suits you.
Early detection saves lives and we’re committed to making these essential checks more accessible than ever.
If you’re due for your cervical screening, don’t delay — book your appointment today.
We can also send you a link via text message to book your appointment just ask our friendly reception team.
What you said:
“Patients with mobility challenges would benefit from more supportive seating in practice waiting area.” – PPG Group
What we did:
We’ve now added new, more supportive chairs with higher backs and armrests to our waiting area – offering greater comfort and accessibility for patients with mobility needs. This is part of our ongoing commitment to making The Grange a more inclusive and welcoming space for everyone.
This improvement was made possible thanks to the valuable insights from our Patient Participation Group (PPG) – a collective of patients who meet regularly with us to help shape and improve the care we provide. If you’d like to get involved and have a say in how our services evolve, we’d love to welcome you to the group. Please speak to our reception team or join from the back cover page.
What You Said:
“I requested an item, but it was not issued within 48 hours. why?”
What we did:
Items which are not intended to be repeat (also known as acute) medication may need ta clinical review before they can be issued again. This can take longer than 48 hours.
Learn more about Repeat Prescription and issuance: https://www.thegrangemedicalpractice.co.uk/repeat-prescriptions/
What You Said:
“I have an HRT prepayment certificate. Can my HRT medication be sent on a separate prescription to my other repeat medication, so I can use my HRT prepayment certificate?”
What we did:
We have amend HRT items to ensures they are ‘repeat dispensed’ for future dates. This will place these on a separate prescription.
This feedback offered the practice an opportunity to promote prescription prepayment certificates. These are available for HRT, and general prescription medication. This could help anyone struggling with the rising cost of living and supports the Practice in tackling health inequalities. Learn more: https://www.thegrangemedicalpractice.co.uk/health-inequalities/
What You Said:
“I cannot order medication via the app due to needing a medication review.
– Doesn’t the system flag “medication review due” so clinicians can do it as part of an appointment?
– Doesn’t the system flag up those due for medication review?”
What we did:
Medication due for review can be requested via Patchs or systmonline online message. Alternatively you can request the item at reception.
Our pharmacists are often able to issue a short supply, to prevent any gap in treatment, whilst reviews are completed.
Reviews can happen remotely unless further information is required from the patient.
Items due for review are flagged up for prescribing clinicians, during consultation. However, most medication reviews are completed by our pharmacy team.
We are exploring process to enable us to compete medication reviews ahead of time, so patients have a seamless experience. We are prioritising patients with repeat medication and have ordered their medication in the last 6 months.
Learn more about Repeat Prescription and issuance: https://www.thegrangemedicalpractice.co.uk/repeat-prescriptions/
What You Said:
“It’s difficult to get through on the phones” “The phone waiting times are too long”
What we did:
Dating back to 2019 the practice started to make changes to improve phone access. These included investing in a new, state of the art phone system and adding unlimited phone lines and messages that inform patients are in the queue. This year, we have recruited more staff and made a huge effort to monitor call performance and are very proud of our new reduced waiting times. We are now consistently meeting our target of having an average wait time of no longer than 3 minutes.
To read more about this, you can visit our Phones Access page.
What You Said:
“We can’t order medications 7-10 days in advance using Online Services”
What we did:
In September 2022 we asked all of our patients to ensure that they are ordering their medications 7-10 days in advance, allowing adequate time to prevent gaps in medications. However patients informed us that this was not possible to do via Online Services (SystmOnline and the NHS App). We should have addressed this before sending the bulk SMS message to patients. We’re sorry we didn’t do this but are grateful to the patients who let us know. We have now changed the settings to allow patients to order medication 10 days before it is due.
Learn more about Repeat Prescription and FAQs: https://www.themedicalpractice.co.uk/repeat-prescriptions/
What You Said:
“I can never get to see a GP face-to-face” “I want to be able to book a face-to-face appointment straight away, rather than having to speak to a clinician on the phone first”
What we did:
During the Coronavirus Pandemic, General Practice services across the UK quickly moved to more remote ways of working for the safety of both patients and staff. In the height of the pandemic, patients were seen face-to-face only when necessary after they had first had a telephone appointment.
However, once Coronavirus restrictions started to lift, the practice quickly put into place directly bookable face-to-face appointments.
Approximately 50% of the appointments provided by the practice are face-to-face. Below is a table showing the number and face-to-face and telephone appointments provided by the practice over the last few months:
| Month | No of face to face appointments | No of telephone appointments |
| December 2024 | 4571 | 2415 |
| January 2025 | 4836 | 2679 |
| February 2025 | 5049 | 2359 |
| April 2025 | 4709 | 2278 |
What You Said:
“I am Frustrated with the timescales for prescriptions being issued from time to order. Why does it takes so long?”
What we did:
Our standard turnaround time from receiving a prescription request to sending the prescription to the nominated pharmacist is up to 45 hours. Our admin and pharmacy teams typically process these within this timeframe.
However, acute items, which are not on repeat, may need further clinical review. This can take slightly longer and result in split prescriptions.
Learn more about Repeat Prescription and FAQs: https://www.thegrangemedicalpractice.co.uk/repeat-prescriptions/