Friends and Family Test (August) – Patient Responses

Posted by: ella.scott-simons - Posted on:

Shown are Kingfisher Practice’s results from Friends and Family Test, which we sent to all patients. The NHS Friends and Family Test (FFT) was created to help understand whether patients are happy with the service provided, or where improvements are needed. In total, we received 129 responses in August. Please see the breakdown and some of our responses below:

Very Good – 104 (81%)

Good – 23 (18%)

Neither Good nor Poor – 0

Poor – 1 (<1%)

Very Poor – 0

Don’t know – 1 (<1%)

  • I felt like the doctor really listened, and took time to explore the various things I raised. The receptionist also went out of her way to sort a blood test date for me and the bloods nurse cut short her tea break to see me.
  • The nurse was very efficient, had checked my details before I visited. I attended for a blood test but she noticed that it had been a while since I was last weighed so checked my height and weight and confirmed my BMI was still within range. Very proactive and appreciated. The receptionist was also very helpful when I called ahead of my appointment. I continue to applaud the excellent service I receive, particularly for the continuity of care from Dr De Silva. I have always been very happy with the reception, nurses and doctors at the Kingfisher practice. I do not take it for granted. Thank you for your ongoing efforts to improve the service.
  • Helpful and responsive. Caring. Thank you
  • Doctor Dehal is a very scrupulous doctor and he always listens to the patients very carefully.
  • Asthma nurse was pleasant, knowledgeable and gave the time needed to discuss matters.  Diabetic nurse Grace, was extremely knowledgeable, very friendly and went above and beyond to explain things, in layman’s terms and imparted some knowledge I had never or would never have found out myself.  On both occasions however the reception time took too long. They appear to be very busy dealing with phone patients. I was however informed on the last visit that there was an automatic booking in screen. This will help immensely.
  • I recently had to converse with the doctor about a chest infection and they were extremely helpful and quite prompt in their responses.  Also, I forgot my medication when going on holiday and the doctor was able to provide me with a prescription and another chemist in a very efficient and quick way  In the two instances, I do not think there is anything that you could’ve done better. I’ve got really taken care of with my chest infection and given good advice and to access my medication was easy.
  • I was seen on time and the nurse was very friendly and thorough.
  • Completed PATCHS form & was given an appointment the next day. Doctor was kind, supportive & reassuring. This kind of experience has always been the norm for me & my family at Kingfisher Practice. Every staff member including receptionists, nurses & GPs that I’ve crossed paths with have been fantastic. I think that’s remarkable over a span of 18 years!
  • The Asthma clinician I saw was very thorough and approachable.  I was tested for more things other than just my asthma. I thought that was great!
  • Most amazing people ever  Best people and services I could ever have. Their support levels are beyond fantastic
  • Lovely doctor who both listens and cares. Great reception staff. Overall a lovely practice.  Excellent.
  • Very happy with the surgery. The Drs / staff are all very helpful! Thank you!  
  • The service provided was good and the doctor answered all the questions I asked and explained my in details
  • I was able to see the doctor I requested for the procedure I needed. Overall I am happy with the practice
  • Professional care and attention at all times. Helpful staff.
  • Didn’t have to wait too long for appointment and Dr was very attentive and informative
  • Proficient service provided.
  • Dr Bella Shah always listens to your concerns and reassures you. A lovely friendly and caring practice. So pleased to be a patient there
  • Because recently I had appointment with Dr Natalie De Silva. She was very polite and helpful and at reception all staff very helpful and friendly
  • Nice friendly service with much advice received.
  • Plans made for the future and referral letter received the following day.
  • Didn’t have to wait too long for appointment and Dr was very attentive and informative
  • All the staff are wonderful, they go above and beyond, both Wendy and Ella are exceptional !!!!
  • Whenever me or my family require an appointment, we receive it after 15 or 20 days. Every illness should be addressed as soon as possible. There should be more good and experienced doctors. All patients are suffering because of long time appointments. I have complained this matter, on this link, couple of times earlier but I couldn’t find any improvement. Please look into this matter seriously because Health is Wealth, if a person is healthy then only he/she can work.

Response: Thank you for reaching out and sharing your concerns about the waiting times for appointments. We strive to provide timely access to healthcare for our patients. However, due to a high demand for appointments, there are some times where waiting times may be longer than expected. Although, when it comes to reviews, such as after blood tests, the GP reviews the results prior to asking you to book an appointment, so if a GP believes the case to be more urgent, they will book you in sooner. Please also be assured that we always have urgent on the day appointments, so if your appointment is deemed as urgent, it will be booked in for the same day, and you will not have to wait 15-20days.

Furthermore, all of our GPs are experienced and qualified to work in the GP. We do have registrars at our practice, although they are fully qualified doctors, and if they have any queries, then they will ask for further opinions.

Regarding you complaining on this link may times, these responses are anonymous. This means that we are unable to look into any matters specifically. If you would like to make a complaint, then please direct this to [email protected], and this will be investigated accordingly.