NHS Friends and Family Test Results – September 2024 

Thank you for your continued participation in the NHS Friends and Family Test (FFT) for September 2024. Your valuable feedback helps us maintain and enhance the quality of our healthcare services. Below is a summary that reflects positive experiences and insights for improvement based on your recent responses.

Positive Feedback Highlights

Kind and Supportive Staff: Many patients expressed appreciation for the kindness and cheerful demeanour of nurses and doctors, particularly noting how this positively impacted their experience. Comments highlighted the ability of staff to create a supportive atmosphere, making patients feel valued and cared for.

Clear Communication and Understanding: Patients frequently mentioned receiving thorough explanations of their conditions and treatment options. Doctors, particularly Dr. Pakman and Dr. Fisher were praised for their attentiveness and willingness to address all concerns, which contributed to a sense of trust and reassurance.

Efficiency in Care: The feedback indicates a strong emphasis on timely service, with numerous patients appreciating prompt appointments and minimal waiting times. Quick and efficient procedures were highlighted, reinforcing the practice’s commitment to patient-centred care.

Comprehensive Care: Many patients noted the thoroughness of their consultations, where clinicians not only listened to their immediate concerns but also discussed ongoing treatment plans and future steps. This holistic approach was recognised as highly beneficial.

Areas for Improvement

Staff Availability: Some patients noted that they encountered challenges in securing appointments with their preferred practitioners. Although they received quality care, they expressed a desire for more consistent availability of specific doctors or nurses they are familiar with.

Appointment Confirmation Process: A few patients indicated that they did not always receive timely reminders about their appointments, leading to confusion or missed visits. Improving our reminder systems could help enhance patient attendance and reduce scheduling issues.

Our Commitment and Next Steps

In response to the feedback gathered this month, we are committed to:

Enhancing Staff Availability: We will review scheduling practices to ensure that more clinicians are accessible to meet patient needs, focusing on improving continuity of care with preferred practitioners.

Improving Appointment Reminders: We will assess our appointment confirmation and reminder processes to try and ensure patients receive timely notifications, helping to reduce confusion and missed appointments.

August 2024 Friends and Family Survey Results: Your Voices Matter!

Thank you for taking the time to participate in our August 2024 Friends and Family survey. Your feedback is crucial for helping us enhance our services and ensure we meet your needs effectively. Below is a summary of the key themes and highlights from your responses.

Positive Experiences at Our Practice:

• Timeliness and Efficiency: Many of you noted the promptness of our services, with comments such as “I was seen before my appointment time,” and “Appointment on time, treated with respect by all staff.” We are pleased to see that our efforts to reduce wait times are recognised and appreciated.
• Friendly and Professional Staff: Your kind words about our team truly resonate, highlighted by remarks such as “Always excellent service, nurses caring, friendly and professional,” and “Everyone is always very nice and friendly.” We strive to create a welcoming environment where you feel comfortable and cared for during your visits.
• Thorough and Compassionate Care: Feedback regarding the depth of care you receive is incredibly valuable. Statements like “Mr Tattersall listened well and helped me identify the cause of my back pain,” and “The GP listened to my explanation of the problem and contacted cardiology for an urgent referral,” reflect our commitment to providing thorough and compassionate healthcare.

Noteworthy Patient Feedback:

• Positive Interactions with Clinicians: Many of you highlighted individual staff members for their outstanding care. For instance, “Phillipa is good at her job,” and “Sarah was fantastic as always,” exemplify how our staff’s professionalism and care have made a lasting impact on your experiences.
• Efficient Procedures: Your feedback underscores our dedication to delivering efficient services. Comments such as “The nurse was pleasant and efficient,” and “Quick, efficient, and friendly,” exemplify how we aim to provide seamless care.
• Effective Communication: Many of you noted our team’s efforts to communicate effectively during appointments. Phrases like “I got a swift appointment and it was good to talk about my concerns,” and “I felt I was treated promptly and staff understood me,” highlight our focus on clear communication and understanding your health concerns.

Addressing Negative Feedback:

Some patients have highlighted challenges with the automated check-in systems, which can be difficult for those less familiar with technology. Additionally, feedback has pointed to concerns about the consistency of care when seeing different practitioners, which can lead to varied approaches or treatment plans.

We are committed to addressing these issues by simplifying our processes, such as enhancing our automated check-in systems to be more intuitive and ensuring clear guidance for all users. Additionally, we promote ongoing communication and training among our practitioners to maintain a consistent standard of care, ensuring patients experience a seamless and cohesive approach regardless of the practitioner they see.

Overall Impressions:

Your feedback underscores our commitment to providing a patient-centred experience. Statements like “As a patient of the practice for many years, their standards have always been excellent,” and “I felt listened to, reassured, and comfortable,” reaffirm our dedication to maintaining high standards of care.