Friends and Family Test Report – May 2026 – 301 Responses
How was your experience of our service?
• Very Good – 230
• Good – 46
• Fair – 1
• Neither Good nor Poor – 8
• Poor – 13
• Don’t Know – 3
✅ 91.7% of patients rated their experience as Good or Very Good
What patients told us went well:
Patients consistently praised the practice for its friendly, caring and professional staff. They valued being listened to, receiving clear explanations and reassurance, and experiencing efficient, timely care. Many patients reported that appointments ran on time, their concerns were addressed effectively, and they felt supported throughout their interactions with the practice.
What we could do better:
While patient satisfaction was very high, the main opportunities for improvement relate to access to services. Patients would like easier and quicker access to appointments, more availability of face-to-face and routine appointments, and shorter waiting times when contacting the practice by telephone. Addressing these areas could further enhance an already positive patient experience.
Practice Response📊:
We are grateful to all patients who took the time to provide feedback. It is encouraging to hear that patients value the friendliness, professionalism and compassion shown by our clinical and reception teams. We are pleased that many patients felt listened to, reassured and supported during their appointments, and that our efforts to provide timely and efficient care are recognised.
We also appreciate the constructive feedback regarding access to appointments and telephone waiting times. We recognise that demand for services continues to be high and understand the frustration that can be caused when patients experience difficulties accessing appointments or contacting the practice. We will continue to review our appointment system, monitor telephone demand and explore opportunities to improve access to both routine and urgent appointments where possible.
Patient feedback is invaluable in helping us identify what we are doing well and where we can make improvements. We remain committed to providing safe, effective and patient-centred care and thank our patients for sharing their experiences.
