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.