Friends and Family Feedback – September 2025
As always we’re so grateful to each of the almost 300 patients who took the time to share their experience in September. Your feedback is vital, helping us celebrate what we do well and identify where we need to focus our improvements to provide the best possible care. 92% of respondents rated our services as either very good or good.
The feedback collected this month highlights a strong appreciation for the quality of care delivered by our clinical staff, with numerous compliments regarding their professionalism, empathy, and thoroughness. Appointments were frequently described as being prompt and efficient.
What we’re working on
We are fully committed to addressing these areas to improve your experience.
The primary area for improvement is the difficulty in appointment access and booking. This was the most frequently raised concern, with challenges in securing an appointment, especially via AccuRx and the telephone on the day. This is something that we’re constantly working on and developing new working practices in order to improve the experience for our patients arranging appointments. We’re working closely with our PCN colleagues to ensure the most appropriate allied health professionals are available to support the needs of our specific patient demographics.
A second area is internal communication and administrative clarity. Feedback pointed to a need to improve the administrative handling of notes, results, and follow-up correspondence. We have recently undertaken a huge project to digitise all of our outstanding paper records, ensuring all records are available for our clinicians for review and we’re strengthening our administration team by building resilience across the different workload areas.
Lastly, we note concerns about access to face-to-face appointments and regular GP care. Many patients expressed a preference for more face-to-face consultations with a doctor and a desire for greater continuity of care. If you are offered a telephone appointment but would prefer to be seen in person, you can nearly always request a face-to-face consultation—you simply need to ask the team when you book. We will do our utmost to accommodate your preference, provided the clinic is not being held remotely (for example, a specialised remote-only clinic).
We also understand the value of seeing a familiar doctor. For this reason, you are always welcome to request a specific GP.
Please be aware that while our team aims to book you with the first available suitable clinician to keep all waiting times as short as possible, choosing a specific GP will likely result in a longer waiting time. If you are happy to wait for a particular doctor, please inform our team, and we will factor your preference into the booking.
Things you’ve praised
We are delighted to share the key areas where our team received outstanding praise.
First, patients consistently noted our clinical excellence and compassionate care. Our Doctors, Nurses, and other clinicians were highly praised for their expertise and bedside manner. For example, one patient commented, “The physio was very professional, thorough and explained what she was doing”, and another shared, “The doctor put me at ease and gave me a thorough examination.”
Second, many patients expressed gratitude for our effective listening and patient-centred approach, indicating their concerns were genuinely heard and addressed. A patient noted, “She listened to my needs,” while another said the doctor “was very understanding and showed genuine interest in listening to my concerns.”
Finally, the efficiency and punctuality of consultations was frequently highlighted, with service often being timely once an appointment was secured. Comments included, “Appointment was on time and the nurse was very helpful,” and “My appointment was dealt with quickly.”
We thank you again for helping us understand where to focus our efforts. We are dedicated to implementing changes to ensure that accessing our high-quality care is as smooth and stress-free as possible.