January 2025 Patient Satisfaction Survey Analysis

At Pendleside Medical Practice, we greatly value patient feedback and continuously strive to improve our services. Each month, we invite patients to share their thoughts on their experience with us. Here is a summary of the insights from our January 2025 Friends & Family Test survey.

Survey Overview

In January 2025, we received 671 responses from patients who visited our surgery. Their feedback helps us understand what we are doing well and where we can improve.

Patient Satisfaction Ratings

Patients were asked to rate their overall experience with our service. The results are as follows:

• 85.5% of patients rated their experience as “Very Good”
• 10.7% rated it as “Good”
• 1.5% rated it as “Neither Good nor Poor”
• 0.9% rated it as “Poor”
• 0.7% rated it as “Very Poor”
• 0.6% responded with “Don’t Know”

Key Themes from Patient Comments

Alongside the ratings, we also received valuable written feedback from patients. Common themes included:

• Positive Experiences: Many patients praised the friendly and professional staff, short waiting times, and clear communication from clinicians.
• Areas for Improvement: Some patients expressed concerns about appointment availability and continuity of care, particularly when seeing different clinicians.

Publishing Patient Comments

We appreciate that 540 patients consented to sharing their feedback publicly. These comments help us showcase the quality of care we provide while also identifying ways to enhance our services.

Next Steps

We are committed to listening and responding to patient feedback. Based on this month’s survey results, we are:

✅ Reviewing appointment scheduling to improve availability where we can

✅ Enhancing communication to ensure patients feel well-informed

✅ Continuing to provide a welcoming and supportive environment for all

Thank you to all patients who took the time to share their feedback. Your input plays a crucial role in shaping the care we deliver. If you have further thoughts or suggestions, please don’t hesitate to get in touch with us.

Friends and Family Survey Results Feedback – November 2024

Thank you to everyone who took the time to complete our recent Friends and Family survey. Your feedback is invaluable in helping us improve our services and ensure that we continue to provide the best possible care for our patients.

Key Highlights from Your Feedback

• Many patients praised the care and attentiveness of our staff, particularly mentioning the efficiency of referrals and the kindness shown during consultations.
• Positive experiences included quick and effective referrals to specialists such as Urology and Audiology, as well as prompt appointments for blood tests and vaccinations.
• Several comments highlighted the efficiency of our staff, with patients feeling well-listened to and their concerns addressed professionally.
• Many appreciated short wait times, timely appointments, and the overall efficiency of their visits.
• Our nursing team was particularly commended for being friendly, professional, and efficient in their work.

Areas for Improvement

While most feedback was positive, we recognise that there are areas where we can improve:

• A few patients mentioned delays in receiving follow-up communication, such as medication updates and vaccination information.
• Clearer directions within the surgery were requested to help patients navigate the building more easily.
• There were comments about extended waiting periods for GP appointments – we want to assure our patients that we are actively working to improve appointment availability where we can.

Our Next Steps

We are committed to addressing these areas and enhancing our services further. Based on your feedback, we will:

• Continue to streamline our appointment system where we can to reduce wait times where possible.
• Improve our communication processes to ensure patients receive timely follow-ups.
• Review signage within the surgery to make navigation easier for everyone.
• Explore ways to optimise consultation time to better meet patient needs.

Monthly Friends and Family Survey Results: Your Feedback Matters!

We’re delighted to share with you the results from our Friends and Family Survey for the past month of December. At Pendleside Medical Practice, we truly value your feedback and use it to continuously improve the care we provide. The responses we receive are incredibly important, and we want to make sure you feel heard, cared for, and confident in the services we offer.

What You’ve Told Us: Positive Highlights

Once again, the feedback this month has been overwhelmingly positive, with many of you praising the practice for its efficiency, professionalism, and the compassionate care provided by our dedicated staff.

1. Timely and Efficient Service – We are thrilled to hear that most of you had quick, punctual appointments with very few delays. Many of you highlighted how pleased you were to be seen on time and how fast your procedures were carried out. One patient commented on how efficient their blood test appointment was: “I was in and out in under 10 minutes!” We’re so glad to know that our efforts to run on time have been noticed and appreciated!

2. Professional, Friendly Staff – It’s wonderful to read that so many of you felt cared for, listened to, and respected by our team. From our doctors to our nurses and receptionists, we’ve received glowing feedback on the professional, friendly approach that we aim to deliver at every step of your care. “The nursing sister was very professional and efficient,” shared one patient, while another mentioned, “I always feel taken care of, listened to, treated with respect.”

3. Empathetic Care – We’re proud to hear that many of you found our doctors to be compassionate and empathetic, making a real difference to your healthcare experience. “Dr Zakrzewski has a lot of empathy and always wants to find solutions that are best for my situation,” said one patient, while others appreciated how their concerns were always met with kindness and understanding. This feedback reassures us that our patient-centred approach is having the desired impact.

4. Clear Communication and Reassurance – Many patients praised the clear communication and reassurance they received during their appointments. One patient wrote, “Excellent communication, pleased with staff and service,” while another noted, “The doctor listened to me about my health concerns and was caring, pragmatic, and understanding.”

Areas for Improvement: Addressing Your Concerns

While the feedback was overwhelmingly positive, we also recognise that there are areas where we can continue to improve. Your constructive comments help us to identify these areas and work towards enhancing your experience.

1. Occasional Delays – A few of you mentioned slight delays during your appointments. One patient noted, “The appointment was 20 minutes late,” and we understand that this can cause inconvenience. We always aim to see patients promptly, but on rare occasions, factors beyond our control may cause delays. Please be assured that we’re continuously working to ensure that waiting times are kept to a minimum, and we truly appreciate your patience.

2. Consultation Time for Complex Health Issues – Some of you mentioned that you felt you needed more time for consultations, especially when discussing more complex or ongoing health concerns. One patient said, “I need longer than 10 or 15 minutes to talk & understand.” We recognise that sometimes a longer consultation may be necessary, and we’re actively looking into ways to extend appointment durations where needed to ensure that everyone’s concerns are addressed thoroughly. Patients also always have the option to book a double appointment if they feel additional time is needed for their consultation.

Patient Feedback for October 2024

We are always looking to improve our services, and your feedback is invaluable in helping us serve you better. Here are some key insights from the survey responses we received in October:

Positive Highlights

• Thorough Care: Many patients appreciated the thorough care provided by our GPs, with comments like: “No issues. GP was very thorough.”
• Timeliness: We consistently heard about our efforts to maintain timely appointments. As one patient mentioned, “Was seen on time and nurse Sarah was brilliant.”
• Efficient Service: Several respondents highlighted our practice’s efficiency, sharing that their needs were handled quickly and effectively.
• Problem Solving: We’re glad to hear feedback like: “On time and problem solved.” This reflects our ongoing commitment to resolve issues promptly.

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.