Friends and Family Test (February) – 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 119 responses in February. Please see the breakdown and some of our responses below:

Very Good – 88 (74%)

Good – 29 (24%)

Neither Good nor Poor – 1 (1%)

Poor – 1 (1%)

Very Poor – 0

Don’t know – 0

  • Dr Tina Is a loving soul, when I am in my crisis. They have been a rock, love guys from the bottom of my heart. Dr Tina never says no, she is always a phone call away. Dr Tina keep up the good work, you’re leaving a good legacy behind. All the best at Kingfisher team.
  • The doctors I came in contact with are always very professional and attentive when it comes to assessing my health. A particular mention to Dr Dehal and Dr Purvis.
  • Lovely practice all staff are most helpful and concerned for your welfare. We are so fortunate at the Kingfisher practice the Dr’s are brilliant
  • Everyone was professional helpful and supportive. I presented to Dr Dehal last Thursday afternoon. I was so impressed totally professional and on the ball with his concern for my safety and welfare. My referral to A&E was a long event but totally confirmed his suspicion and gave reassurance. My sincere thanks to everyone
  • My self and family have been with your practice for over 30 years, I was an army veteran of 25 yrs before this. We have nothing but praise for all your hard work, the weekends you all give up, one excellent. Yes try stopping people being disrespectful to your receptionist’s which I have seen time and time again.
  • I was seen on time and given a choice to choose the next stage of care.
  • I think the Receptionists are trying to satisfy the patients. But, they have a lot on their plates.
  • The staff and doctor were on time with my appointment. Totally happy with the service provided, you can’t improve in my opinion. Dr Bella Shah was very good and her actions prompted West Middlesex hospital to act quicker
  • Was given a notification then an immediate appointment for vaccination. The nurse was very efficient and friendly.
  • Doctor Tina always takes her time with her patients she is very understanding, answers all your questions or concerns and give the best option about my care
  • Reception Staff very friendly and had a very informative and helpful catch-up with Doctor Dehal who had asked me to arrange a double session.
  • Receptionists are helpful and try to give an appointment as soon as possible. My doctor was reassuring and answered my questions and explained my condition. Also I was referred to another service.
  • Most time when call to arrange GP or blood test appointment, waiting is average 30 minutes. Had called once at around11:30 on Sat, on hold till 12:00 and was cut off. Assumed Kingfisher close at 12:00. Very difficult to get appointment with Dr Dehal online. A lot of time no appointments for all the 4 weeks, and have to check almost everyday. Maybe reception need to control time spend on each call. Have experienced each call could take 15-25 minutes.

Response: While we strive to answer calls as quickly as possible, there are some occasions where calls may take longer, hence a longer waiting time on the phone. Although, please be assured that are average wait time for patients on the line is under 5 minutes. Some calls take longer because we want to ensure that every patient receives the support they need, whether that means assisting with complex queries, coordinating care, or speaking with a GP if necessary. If you ever have a detailed query, we would take the same time and care to assist you as well. In regards to Dr Dehal’s wait times, he has been at Kingfisher Practice for many years, so he is very popular, which is why he has longer wait times. You are always able to see a different GP if you would like to be seen sooner.

  • There was a complicated patient at Kingfisher reception and 4 people waiting. The receptionist at the other practices were free but made no effort to check in Kingfisher patients. This was compounded by the fact that the computer check ins were not working leading to a 10 minute wait to check in which is poor. On the plus side the doctor I saw was excellent

Response: Thank you for your feedback. Other practices are able to check in Kingfisher patients, however there may be times when they are handling other tasks in the background, so may not always be available to do so immediately. Additionally, some patients checking in have complex queries that need to be addressed, which can sometimes take extra time. In regards to the check-in screens, we aim to have these working all of the time, although we understand this is sometimes not the case. Our receptionists would be more than happy to inform the correct team to resolve this issue. We appreciate your patience with this issue.