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.