Friends & Family Feedback – February 2025

Posted by: CallumMcQ - Posted on:

We’re thrilled to share that we received nearly 300 responses to the Friends and Family Test (FFT) throughout February. Of those, a whopping 92% of respondents rated our services as either ‘very good’ or ‘good’.

Here is a summary of the patient feedback, with a sample of positive highlights and a number of areas for improvement:

Positive feedback

  • Responders appreciate the helpfulness and professionalism of the staff, on this occasion particularly highlighting the nurses and physiotherapists.
  • Patients stated that the self-booking links and the option to book appointments in advance are convenient.
  • The clinician’s efforts to provide clear explanations and instructions to patients are valued.
  • Patients reported being satisfied with the level of care and attention they receive from the doctors.
  • The commitment of the team to provide a clean and comfortable environment was recognised.

Areas for improvement

  • Some patients have experienced difficulties with the telephone system, such as long wait times and dropped calls.
  • There have been instances of patients experiencing delays in receiving test results.
  • There have been suggestions for improving the accessibility of the clinic for patients with disabilities.

Final Thoughts

We appreciate your feedback regarding phone wait times. We handle a high volume of calls daily and strive to answer them promptly and professionally. While our average wait time is around 10 minutes, we acknowledge that there are times when it may be longer. For non-urgent matters like administrative queries or results, we encourage you to call outside peak hours. We are continuously working with our phone provider to improve our services and your experience.

You can also check your results online via the NHS app, available 24/7. For information on signing up for the NHS app, please click here.

Regarding delays in test results, Synnovis, the provider of laboratory testing for South East London, is currently experiencing service disruptions affecting certain tests, including blood tests. Unfortunately, this is beyond our control at the practice level. However, our local Integrated Care Board (ICB) is actively working with Synnovis to resolve the issue and minimise further disruption.

Thank you again for sharing your valuable feedback!