Friends and Family Test Results
Results
Thank you to everyone who took the time to complete our Friends & Family Test during September. We value all feedback from our patients as it helps us understand what we are doing well and where we can continue to improve. Total Responses: 642 Overall, 88.4% of patients rated their experience as Good or Very Good. More than 9 out of 10 patients said they would recommend our practice to friends and family. Many patients commented positively on the care and support they received from our team. Common themes included: Patients frequently described staff as caring, helpful, reassuring and committed to delivering high-quality care. We also received valuable feedback about areas where patients feel we can improve. The most common feedback related to the practice contact and appointment booking process. Some patients told us they would prefer more opportunities to speak directly with a member of staff when seeking help or advice. Patients would like: Some patients highlighted: A small number of patients reported: We are grateful to every patient who provided feedback during September. Your comments help us recognise what we are doing well and identify opportunities to improve the services we provide. We remain committed to delivering safe, effective and compassionate care for our patients and will continue to use your feedback to help shape and improve our services.
Friends and Family Test Results - September 2026
September at a Glance
Overall Experience
Would Patients Recommend Our Practice?
What Patients Told Us We Do Well
Areas We Are Working to Improve
Accessing Our Services
Appointment Availability
Communication
Administrative Processes
Thank You
A huge thank you to everyone who took the time to share their feedback with us last month! We received 253 total responses, and we are incredibly proud to share that 92.1% of you would recommend our practice! Here is a quick look at how you rated your experience in June: Very Good: 193 Good: 30 Neither Good nor Poor: 15 Poor: 8 Very Poor: 3 Don’t Know / No Response: 4 What You Loved Our Fantastic Team: Our doctors, nurses, and reception team received overwhelming praise for their professionalism, empathy, and warm bedside manner. Patients highlighted feeling genuinely listened to, thoroughly comforted, and well cared for. Speed & Punctuality: Many of you noted that your appointments ran perfectly on time, describing our blood test and minor surgery clinics as running “like clockwork”. The Fresh New Look: We are delighted to hear such positive feedback about our recent waiting room refurbishments at Ann St! We’re glad you find it much brighter, airier, and more modern. Areas We Are Addressing Your constructive feedback helps us do better, and we are actively looking into the following areas: Appointment Triage: Some patients felt confused when they were booked with a practice nurse instead of a GP. We are working to ensure our booking team communicates more clearly about why you are seeing a specialised nurse for your specific clinical needs. Fasting Instructions: We are reviewing our reminder system to ensure fasting instructions for specific blood tests are always clearly communicated beforehand to avoid wasted appointments. Phones & Digital Access: We are looking into the phone delays experienced during peak times (such as Friday mornings) to make booking easier for those who cannot use online options. Our Facilities: We hear your requests regarding tech updates (like the check-in desks) and environment management during hot weather, and we are reviewing these internally. Thank you again for helping us shape a better practice for everyone. We truly appreciate our patient community!
Friends and Family Test Results - June 2026
