Friends and Family Test (September) – 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 143 responses in August. Please see the breakdown and some of our responses below:

Very Good – 92 (65%)

Good – 49 (34%)

Neither Good nor Poor – 1 (<1%)

Poor – 1 (<1%)

Very Poor – 0

Don’t know – 0

  • My doctor always explains clearly what treatment I may get and why. Also asks general questions about my health. She is very kind and makes me feel comfortable and not wasting time on different concerns. Unfortunately, the practice is very busy and I can’t always see my regular doctor. Although if it is urgent, the receptionist usually manages to give an appointment quickly. Again depending on availability. My doctor referred me to Specsavers for an optical appointment and I now have NHS hearing aids, saving me a considerable sum of money.
  • I will say this, I hope that the NHS will be better without complaints, but patients also have to be fair to you and the appointments because they are afraid and do not come to these appointments and another person has to wait for two weeks because someone booked and did not come, as far as I am concerned I believe that the NHS will improve and will be even better.
  • Dr Dehal is a very caring doctor and understands my needs. He puts my mind at rest and sorts out any problems I may have. I could not recommend him highly enough.
  • Excellent service. The Doctors always go extra mile to help the patients
    All the staff working in Kingfisher are very helpful too. They very polite and friendly.
    Thank you
  • Cannot thank enough to all at Kingfisher
    Big Thank you
    God bless you all.
  • Excellent service and I managed to see doctor while visiting the nursing.
    Was impressed
  • I have no problems at all. The staff have always been very helpful and caring.
    The reception staff are very helpful.
  • I didn’t have to wait long before being seen and practitioner was very polite and helpful.
  • The staff are always friendly & helpful. Whenever I see a GP they give me time without rushing & answer any questions I have with knowledge & support. I never feel patronised
  • The operator that answered my call was a lovely friendly voice this morning. When you are not well you need that it makes you feel like she’s taken care of me by arranging an appointment to get me the help I need. I’m really grateful, thank you!
  • The service was perfect. I was given two appointments recently with Doctor Tina and she is fantastic!
  • Because Kingfisher practice has been consistently brilliant.
    Yes, it now takes longer to get an appointment but I think that is because they’ve taken more patients on
  • We’re not generally regular visitors to the surgery but have been required to see a GP more of late.
    We have been able to see someone on the same day, and treated effectively and efficiently.
  • Attended appt with Dr Brar who was the Ultimate Professional, A Gentle Polite and Respectful manner. Listened to me and gave a clear explanation of the treatment that was advised. Dr Brar is an Asset to the Profession and to Maswell Park Health Practise.
  • I received an appointment on the day and the GP was very helpful and referred me on for tests. Nothing negative to report. Kingfisher practice is outstanding. Very unfortunate that West Mid Hospital is dreadful and I’ve had no good experience there. Hence I have decided to go privately rather than west mid.

Because I called them and they did not provide me with a translator to explain my condition to them and they prescribed me medication without examining me. I am not getting better. How can I communicate with you, of course with a translator?

Response: Thank you for your response. We would like to mention that we can provide translation services. To ensure that this is provided, it is important that a request is made prior to the appointment, to ensure that there is sufficient time to discuss your queries. Our reception team would book you in for a double appointment at this point with a note that telephone translation is required and which language is required. We are also able to book in-person translation services for sign-language if this is required. For future appointments please inform us of your need for a translator, and we will accommodate you.

When phoning in to get an appointment on hold for 20 minutes. Answering the phone quicker 

Unfortunately, there can be times where the waiting times are longer such as early mornings. Please note that our practice does offer a call back option on the telephone lines, which allows you to request a call from us, saving the need to wait on the phone. Once you select this option, the team will automatically call you back when we reach your point in the queue. If you are unable to hold for 20minutes then, we recommend using this service. You are also able to call at times where we are less busy, usually at lunchtime or the afternoon.