You Said…We Did

At Claremont we are always happy to listen to your suggestions to improve your experience.

We have a feedback box in reception where you can leave any suggestions for us. You can also leave us a review, or make suggestions using the friends and family test which can be found here:

Here are some recent changes implemented as a result of your feedback:

You Said…	We did…
…”the telephone system cuts us off frequently”	We contacted our telephone services provider to find that there was indeed a cut off time, this has now been rectified.
…”there is not enough signage to Room 14″	Additional signage has been placed to direct patients to Room 14
….”telephone wait times are long and there is no option for callback”	We are actively monitoring our call wait times and have placed a screen in the reception back office dedicated to the call waiting times so that the lead receptionist is aware of the wait time and can assign staff to calls where possible to meet demand. We have worked with our telephone services provider and implemented a call back option for callers in the queue. This means you don’t have to wait on hold any more.
…”the upstairs waiting room is too hot in the summer”	As part of the refurbishment, we have ensured that the waiting areas are now air conditioned during the hot summer months.
…”there is nowhere to park your bicycle when visiting the practice”	The practice is located within the Woodgrange Conservation Area and opposite the Romford Road Conservation Area so we are limited in what changes we can make to the front of the practice. We have some fixed bicycle racks located at the front of the practice that can be used to lock your bicycle up. (This is at your own risk however, and we cannot take responsibility for any loss or damage to your bicycle).
…”the sample collection time of 9am is too early”	We contacted our courier company and have now established sample collections twice a day so samples can be dropped off from the time we open until 2pm each weekday.
…”it isn’t clear when my telephone appointment will be”	Due to the nature of the clinics, we cannot give an exact time for an appointment, however you can now use the “check and cancel” feature when calling Claremont Clinic to find out what slot time you are booked into, however, this does not guarantee that you will be called at this time. You are also able to cancel your appointment by using this.
…”the website is difficult to use”	We reviewed our old website and agreed that it did not meet the modern requirements of a website and decided to change provider to our current one. We have benchmarked it against the NHS website standards to try make it easier to understand, navigate and use.
…”the queues to check in for an appointment are long and the self check in screen is often busy”	We have reviewed processes with reception and there are now usually two patient coordinators (receptionists) on the front desk who will prioritise checking in if there is a large queue. The self check in screen software has been updated and you can now check in on your phone using a QR code if you wish.
…”the phone signal is bad in the practice and there is no WiFi”	We cannot boost the mobile telephone signal within the practice unfortunately. Following consultation with local ICT there is now high quality WiFi coverage with good speeds available for you to use for free within Claremont Clinic.