Friends and Family Feedback – December 2025
We would like to extend a huge thank you to the 232 patients who shared their feedback with us throughout December. We are incredibly proud to share that 90% of you rated your experience at the surgery as ‘Good’ or ‘Very Good.’ As winter pressures intensify and providing a seamless service becomes more challenging, your kind words and support mean a great deal to our entire team.
Your comments are essential for helping us understand what we are doing well and where we can do better. We are proud of our high clinical standards, but we know the administrative side matters just as much. We’ve listened to your feedback and are working hard to streamline our systems and communication. Our goal is to make sure every part of your journey with us is as seamless as the medical care you receive.
What we’re working on
☎️Management of Telephone Consultation Windows
We recognise that the timing of telephone appointments is an important issue for our patients. While we do everything we can to accommodate calls during the specific timeframes provided, the nature of general practice means that clinicians must occasionally prioritise medical emergencies or complex face-to-face consultations. These clinical demands can sometimes cause sessions to overrun, leading to calls being made slightly later than we would have liked.
We have heard your feedback regarding the inconvenience these delays cause, and we want to assure you that our team is committed to making every effort to call within the allocated slots. We appreciate your patience as we balance the need for punctuality with the necessity of providing thorough, dedicated care to every patient.
👩🏾⚕️Continuity and Pre-Consultation Preparation
We really value the feedback regarding our consultations, as we understand it can be frustrating to feel like you are repeating your medical history. We are committed to improving the consistency of our process to ensure clinicians are fully prepared before every call.
However, system limitations occasionally mean it isn’t always clear what an appointment is regarding, particularly for bookings made via self-booking links where information doesn’t always sync perfectly. Please be assured that we have shared this with our system provider as a priority development area to help bridge these data gaps.
In the meantime, we are working internally to ensure our team has the best possible visibility of your records prior to your appointment.
📨Communication Regarding Referrals and Results
We understand that waiting for updates after a consultation can be an anxious experience. To provide more transparency, we would like to highlight that patients using the NHS App can review their consultation notes at any time to recap the next steps discussed with their GP.
If you are concerned about the status of a referral, you can submit an “admin request” via the NHS App or our website. These queries are sent directly to our medical secretaries, who will review your case and provide an update. This is the quickest way to track your progress without needing to call the surgery.
While we currently lack the administrative resources to follow up on every “normal” test result, we are looking into new technology to automate these notifications and have already begun to send notifications for some specific tests. In the meantime, please remember that you can securely access your results 24/7 via the NHS App.
We hope these tools help you feel more informed and supported throughout your care.
Things you’ve praised
🧑🏻⚕️Excellence in Clinical Care
We are delighted to share the wonderful feedback received, which highlighted the exceptional care provided by our nursing and GP teams. Patients consistently described our clinicians as “caring,” “professional,” and “thorough,” noting that their “kind” approach makes a significant difference during appointments.
We were particularly pleased to see specific mentions of team members, such as Nurse Judith and HCA Jessica, who were praised for their clinical expertise and for making patients feel comfortable and well-cared for during procedures like dressings and injections.
This recognition of our team’s dedication to providing a reassuring and high-quality service is greatly appreciated, and we thank you for taking the time to share your positive experiences.
“Appt was on time, Nurse Judith was caring and dressing was carried out with the minimum of fuss.”
“Jessica was excellent: kind, efficient and knowledgeable. I was seen on time with no waiting and everyone was friendly.”
🗣️Clarity of Communication during Consultations
We are also proud to report that many patients felt truly “listened to” and “understood” during their consultations. Our clinicians have been praised for taking the time to explain medical issues with clarity, helping to allay concerns and provide proportionate, actionable advice.
By ensuring that patients feel fully involved in their own care plans, our team continues to foster a supportive environment where your voice is heard. This commitment to transparent and compassionate communication remains a cornerstone of the service we provide to our community.
“The appointment was well managed… She took good notes and repeated them back to me, to ensure that I had understood correctly.”
“Explained everything in a down to earth manner making any choices I can make more informed going forward. Friendly, understanding & gave me as much time as I needed with no rushing.”
🧑🏻🦰Efficiency of In-Person Services
Many patients reported a “smooth” and “seamless” experience when visiting the surgery. Numerous respondents highlighted the efficiency of our team, noting that they were seen exactly on time with no waiting. This transition from arrival to consultation is something we strive to get right every time, and it is rewarding to hear that these efforts are resulting in a prompt and professional service for our patients.
“I was seen on time with no waiting and everyone was friendly.”
“I like my GP surgery. Prompt service.”
“Appt was on time… dressing was carried out with the minimum of fuss.”