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 81 responses in September. Please see the breakdown and some of our responses below:

Very Good – 70 (87%)

Good –10 (12%)

Neither Good nor Poor – 0

Poor – 0

Very Poor – 1 (1%)

Don’t know – 0

  • I’ve been coming here for 40 years or so and i think Dr Clarke was my first Doctor followed by Dr Phillip and Dr Howes all of whom were a credit to the surgery. These days it’s a new team who are following in their footsteps with a shout out to Dr Tina for sending me for prostate treatment which I have now recovered from .
  • Very pleased with the care I received from Dr Dehal and treatment plan .
  • From being seen by the Receptionist to having my blood taken by the Nurse I was dealt with very efficiently and consideration. Many thanks to the whole team who are working under extreme pressure every day!
  • Dr Dehal and Dr Carey took a great deal of time to ease my anxiety regarding my ongoing health issues. They dealt with my concerns in a calm and reassuring manor.
  • Caring and considerate service given at all times.
  • The receptionist are very nice. the doctors and nurses are exceptionally good and give listening ears. they help you in their very best.
  • The customer service is great, the reception team are very helpful and so are the doctors.
  • Communication is great. Very little waiting time for appointment. Friendly reception. Doc was great. First time visiting. Very impressed
  • The receptionists were polite, very welcoming more important it’s been quick and efficient in terms of seeing the Doctor, and the Doctor was very knowledgeable in what she’s doing. It has been the best.
  • Although it can take a while to obtain an appointment with a specific doctor, it is possible and there are normally alternatives if urgent.
  • This enables consistency of care and the ability to create a relationship which I think is invaluable.
  • GP really listened and offered relevamt tests
  • The Whole staff members are generated Excellent customer service.
  • First of all it takes absolute ages to get an appointment, even after a blood test when it says make an appointment to see your GP. I finally get to see my GP 40 minutes after the appointment time.

Response: Our average waiting time for a face-to-face appointment is currently under two weeks, and telephone appointments are usually available much sooner. Please be assured that if blood results are urgent, our GPs will always arrange to call patients the same day.

On occasion, appointments can run later than planned because GPs may need to deal with emergencies that cannot be anticipated and must be managed promptly. While this can unfortunately cause delays, it is always done to ensure patient safety. Our clinicians are mindful of waiting times and do their best to keep these delays to a minimum. We appreciate your patience and understanding.

  • I was waiting at reception to be checked for 2 appts, nurse and GP. Receptionist was on the phone and I waited 12 mins before being checked in. Self checkin should be positioned at the reception desk on the side so people aren’t standing for too long. Self checking should also work for nurse’s appts As I was attending during my work period the delays then made me late for a meeting which had to be postponed. In the 21st century technology isn’t being utilused as it should to aid the flow of patients coming in for appts. The practice needs to look at it’s operations again.

Response: Thank you for taking the time to share your feedback. Due to the layout of the practice building, it isn’t possible to position the self-check-in screen directly at the reception desk seeing as there are no adjacent walls, however it is clearly labelled in the waiting and check-in area so patients are aware of where it is. Please also be assured that the self-check-in works for all appointments, whether you are seeing a GP, nurse, healthcare assistant or pharmacist, as long as you are not running late to your appointment.

We understand that waiting while receptionists are busy on the phone can be frustrating, and the self-check-in is there specifically to help avoid such delays. While we are always reviewing our processes, the system in place is designed to keep the flow of patients as smooth as possible within the limits of the building.