Friends and Family Test (July) – 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 98 responses in July. Please see the breakdown and some of our responses below:

Very Good – 76 (76%)

Good – 23 (23%)

Neither Good nor Poor – 0

Poor – 0

Very Poor – 1 (1%)

Don’t know – 0

  • For all this years, that I have been with kingfisher practice the service has been excellent. From the reception staff to the nurses and doctors every visit has been a great experience. I have been with this practice for 20 years and had always had a good experience. The doctors has been very helpful and supportive. Dr Simran Dehal has been the best Dr that I have come across. I am retiring back home and cannot thank him and the staff for all the support. God bless all of you
  • Always accessible – receptionists and doctors are very good and communicate well.
  • Practice nurse was excellent and thorough in cervical screening.
  • Reception check in quick and friendly. Doctor Brar was great, first time I had met him. Put me at ease straight away, good rapport and did not rush me. Agreed a course of treatment and I left with a very positive impression.
  • Extremely helpful and supportive doctor
  • Dr Brar was very pleasant to talk to, accommodating, answered all my concerns, very happy
  • Very warm and friendly Service
  • Caroline from the Nursing department was superb.
  • From start to finish, highly engaged, informative and reassuring.
  • Grace and Dr Tina were very receptive, helpful and gave adequate time to me during the consultation. Grace explained diabetes very well. I felt more comfortable and looked after properly, which is very rare in the NHS. Keep it up!
  • Brilliant service, all staff helpful and accommodating. Highly recommend this practice
  • I feel the service from the practice is excellent and I am very pleased
  • Efficient, timely, professional.
  • Stop automating everything people. Who call are the elderly, disabled, people who never come to the drs and are calling on the lunch break in their way to work. These people work in hospitals too, they cannot just stay on the line they have patients to see! Have more staff to answer phones and have more experienced doctors to meet demand. Change the urine collection bottle it’s difficult for disabled and elderly people.

Response: Thank you for your feedback. We would like to make it clear that our practice is highly accessible. We are open from 8:00am to 6:30pm, Monday to Friday, as well as Saturdays 8:00am to 12:00pm and offer multiple ways for patients to get in touch.

In addition to calling us, we provide online appointment booking, PATCHS (our secure online consultation service), and email access. These options are in place specifically to support people who may struggle to call, whether due to work commitments, disability, or personal preference.

Our average telephone waiting time is under 5 minutes, and we regularly monitor this to maintain a prompt service. We also ensure we have appropriate staff levels to meet demand.

We understand concerns about urine collection containers, and this has been noted and passed on for review. However, it’s important to stress that we take accessibility seriously across all aspects of patient care. We hope this assures you that we offer a variety of ways to access our services without needing to stay on hold.