Friends and Family Feedback – April 2025

Posted by: CallumMcQ - Posted on:

We’re delighted to share the results of our Friends and Family feedback survey for April 2025, your input remains invaluable in helping us to continually improve our services. We received a fantastic 336 responses, and we’re thrilled that 91% of you rated your overall experience with our practice as either very good or good! This positive feedback is a real encouragement to our entire team.

We also carefully reviewed all the constructive comments you provided, and we want to address the key themes that emerged. Here are the top three areas you highlighted for improvement:

Areas for Improvement:

  1. Appointment Availability and Timing: We heard your concerns regarding the difficulty in securing timely appointments and experiencing delays when being seen. We understand the frustration this can cause and are actively exploring ways to improve appointment availability and streamline our scheduling processes.
  2. Access to Face-to-Face Consultations: Many of you expressed a preference for more in-person consultations compared to remote options. We recognise the importance of face-to-face interactions for many patients and want to make it clear that in-person appointments can always be requested if that is your preference.
  3. Telephone System and Communication: Several responses highlighted delays or challenges in reaching the practice via phone. We are actively reviewing enhancements our telephone system and communication processes to ensure smoother access for you.

Positive Highlights:

Alongside the constructive feedback, we were also delighted to see the following areas consistently praised:

  1. Staff Professionalism and Friendliness: You overwhelmingly complimented our doctors, nurses, and other staff for being friendly, helpful, and professional. This is a testament to the dedication and care our team provides.
  2. Efficiency and Timeliness of Service: Your feedback was very positive, highlighting punctuality and the quick handling of your needs.
  3. Overall Quality of Care: Many of you highlighted the thoroughness and quality of consultations, especially when staff took the time to listen and explain things clearly.

Thank you once again for taking the time to share your valuable feedback. We are committed to using your insights to make meaningful improvements to our services. We will be carefully considering all the points raised and will keep you updated on any changes we implement as a result. Your partnership is crucial in helping us provide the best possible care for you and our community.