Friends and Family Test (June) – 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 83 responses in June. Please see the breakdown and some of our responses below:

Very Good – 63 (76%)

Good – 19 (23%)

Neither Good nor Poor – 0

Poor – 0

Very Poor – 1 (1%)

Don’t know – 0

  • I was very happy with Dr Shah because she’s very helpful
  • I saw Dr Tina she is absolutely fabulous and very professional. Always taking her time and explaining everything in detail.
  • Dr Shah was very attentive to my issues , concluded urgent tests were necessary which could not be done at the surgery and therefore sought guidance from WMUH. I attended the hospital within the hour and three hours later left A&E having had chest x-ray and detailed blood tests. I was sent home reassured that the worst case scenario had not occurred and was issued with antibiotics for infection.
  • Ruben is wonderful
  • This was a follow-up telephone consultation. Doctor Dehal was courteous and caring.
  • Dr Tina is a very good doctor she listens and doesn’t rush you
  • Dr. Shah telephoned me as arranged and advised me on the medication she was prescribing for me and was very prompt in sending the prescription to the pharmacy. Her attitude towards her patients is very pleasant and i have confidence in her.
  • Thorough and listened, went though each result and explained things and discussed a plan of action. Dr Dehal is an excellent doctor
  • I had an emergency appointment on the day & saw a very helpful doctor who gave good care and advice. The receptionist was very helpful too.
  • Because of an ongoing problem with my daughter, I call on a weekly basis to talk to any GP from the Kingfisher practice. I’m always treated with courtesy professionalism and genuine concern and never made to feel like I’m a nuisance.
  • I saw the nurse for a vaccination. She was lovely, efficient and knowledgeable. Bang on time and I did not feel rushed.
  • I have always had very good advice and treatment from all the doctors in the Kingfisher practice . I have been treated with kindness and good care . All staff have shown the same care .
  • The doctors are been very helpful and supportive they are all been excellent to me when it comes to getting a good advice.
  • Improving reception staff not to decide if patient can see a dr or not. On urgent request to see the dr staff referral to ane to hospital. Where dr can solve this.

Response: We’d like to take this opportunity to clarify the role of our reception team. All of our receptionists are trained in care navigation (also known as signposting) to help ensure patients are directed to the most appropriate service for their needs. This may sometimes include directing you to another NHS service such as a pharmacy, urgent care, or hospital.

Please be assured that receptionists do not decide whether you can or cannot see a clinician. Their role is to guide you based on the information you provide and established practice protocols. In certain cases—such as when urgent investigations (like same-day blood tests or scans) or specialist input is needed—hospital care may be the safest and most efficient option. We understand this may not always be what you expect, but it can often save time and avoid delays in getting the care you need.

  • Be more accessible for sick patients. You can be more accommodating to these patients, that’s the one job you have and it will make them at ease

Response: We absolutely understand how important it is for patients who are unwell to feel that they can access care quickly and easily. Our entire team is committed to supporting patients when they are most in need, and we always aim to offer safe, timely, and compassionate care.

We want to reassure you that we do everything we can to be as accessible as possible. We offer urgent same-day appointments for patients who need to be seen quickly, alongside routine appointments for ongoing issues. In addition, patients can access care and advice through telephone consultations, online services, and the NHS App, making it easier to reach us in a way that suits their needs.