Friends and Family Test (May) – 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 79 responses in May. Please see the breakdown and some of our responses below:

Very Good – 55 (70%)

Good – 23 (29%)

Neither Good nor Poor – 0

Poor – 0 (1%)

Very Poor – 0

Don’t know – 0

  • I got an appointment within a few days and was seen on time. Dr Shah listened to me and I was very satisfied with the outcome. Thank you Dr Shah and Kingfisher Practice.
  • Dr Brar was absolutely amazing from the moment I entered the room! Will 10/10 recommend him
  • Dr Harriet Pervis is a wonderful Doctor, so thorough, helpful and caring, can’t commend her enough 😁
  • I love the option of having a telephone consultation. It saves time especially to 9-5 workers
  • I didn’t wait long and my questions were answered.
  • I feel that I get listened too and given time to talk
  • Doctor’s, nurse’s and receptionist very polite and always greet me with a great respect and listens to my problems and explains me details
  • Helpful receptionist and very quick follow up call (within an hour) from GP
  • I had a urine infection and needed medication to help me with recovery, the staff team are amazing and they were very helpful, non-judgemental, I was disorientated, a bit worried confused, losing my balance, just feeling unwell and very tired and vulnerable, an appointment with a GP was given, and the medication was prescribed, and it changed the way I feel, thank you for your patience, kindness and support,
  • They treated very good quick response
  • I felt I had received exceptional care. Everyone tried to make the various things I needed done as easy and painless as possible
  • I was really well looked after by everyone I saw.
  • I was seen promptly and my annual asthma check seemed very thorough.
  • Take long time to answer calls. Provide appointment dates even when closer dates were available which I picked on few times.

Response: Thank you for your feedback. We are aware that call volumes can be high at certain times of the day, particularly during the mornings and early in the week. While there may be occasional delays, our average waiting time remains under 5 minutes. We appreciate that a wait can be frustrating, but our team works hard to answer calls as quickly as possible, while ensuring patients get the care that they need. With regard to appointment availability, our receptionists and admin team will offer the earliest available routine appointment based on what is currently available in the system. Appointments are updated throughout the week, and patients do also cancel appointments, which creates availability that may not have been there when you tried to arrange an appointment.