Friends & Family Survey Results October 2025

Last Updated: Tuesday, 04 November 2025

The NHS Friends and Family Test (FFT) was created to help understand whether patients are happy with the service provided, or where improvements are needed.

Please see last month’s overall scores and select examples of patient responses from ‘Very Good’ to ‘Very Poor’ with responses from the practice where appropriate and able.

Positive=                    89%

Neutral=                     7%

Negative=                  4%

PRACTICE RESPONSES

Positive (Very Good or Good)

·         “Appointment on time, staff always very helpful and kind.”

·         “Because all the staff were very helpful and thorough.”

·         “I’ve never had any issues with the surgery all and the staff, Drs and nurses are lovely.”

·         “Receptionist today was very helpful and very cheerful.”

·         “Everyone I dealt with regarding this appointment was professional and pleasant.”

·         “Receptionist polite and helpful. Dr empathetic and understanding.”

·         “I always receive friendly, efficient service.”

·         “NHS at it’s very best.”

·         “My GPs service is top class.”

·         “My drs and the ladies on front desk have always been brilliant with me and always had a lot support with all the staff work too hard they do.”

·         “Nurse was very nice and polite.

·         “Had fantastic service. Got me an appointment with physio within a couple of hours.”

·         “The staff were extremely friendly and helpful. I felt very welcome and well cared for throughout my visit.”

·         “The nurse was very friendly and willing to answer any questions that I had and went into detail for me to understand which was most appreciated.”

·         “Dr Moran was extremely knowledgeable and supportive , enabling me to make an informed choice about my care.”

·         “didnt wait too long to be seen all of my questions were answered.”

·         “Miss Julie Wiods the Gp gave me excellent care.”

·         “Everything was explained in detail for me. I was treated with respect by a very polite pharmacist.”

·         “Their service was very good, and they are always there for me when needed.”

As ever, thank you to all of the patients who supplied such positive responses! It really does help the team, as a whole to continue to strive to provide the very best service to our patients. 

Negative (Very Poor or Poor)

 ·         “Staff who are not medically or clinically trained triaging e-consults.”

Practice response- The partners and management realised that this was a concern for patients and have invested in a Care Navigation tool to allow non clinically trained staff to safely signpost and triage patient requests. We hope it reassures that this tool and the signposting advice to be given, based upon the details given by patients was raised and continues to be updated by a GP partner. This allows safe signposting to patients whilst still making the most efficient use of clinical time to allow as many patients who need to receive a consultation are seen.

·         “Never get appointments telephone service is terrible.”

Practice response- Patient access is at the heart of what we do. Unfortunately, due to the pressures in Primary Care, the practice is not always able to meet all of the demand which our patients may request. As explained in the previous response, the care navigation team has been provided with clinician audited advice to always give to patients, including when the practice has reached capacity.  

Regarding the telephone service, last month the practice received 8,014 inbound call and the average wait time to answer was 4 minutes and 14 seconds. Although this is within acceptable levels, we would ideally prefer for this to be reduced further. To achieve this, we do ask all patients who have non-urgent clinical or admin requests and are able to submit a Patchs request via our website. These go straight to the best team to help, whether the Care Navigation team, Secretaries or Admin. Our belief being that the more patients who request such assistance this way, the less pressure on the phones leading to lower call waiting times for those patients who require urgent assistance or who cannot use Patchs.

The practice’s phone system also provides a call back option which 801 patients took advantage of last month.

·         “I can no longer get on to for my child option”

Practice response- Sorry that you are having this issue. Without further information we are unable to give a specific reply. If you child is approaching or is 13 years of age the NHS regards these patients as at an age of consent so they would need to provide verified consent that you should still be able to access their records. If they are younger than this and it is an issue with Patchs access, please submit a Patchs request in your own name and advise of the child’s name and date of birth and explain the issue so that our admin team can investigate and assist.  

Thank you to everyone who provided feedback, the partners and manager do appreciate all feedback and appreciate your taking the time to provide this.