The NHS Friends and Family Test Results:
October - December 15
‘How likely are you to recommend our service to friends and family if they needed similar care or treatment?’
Quarter: / Extremely / Likely / Neither / Unlikely / Extremely / Don't / TotalOct –
Dec 15 / likely / likely nor / unlikely / know
unlikely
Handwritten / 90 / 29 / 3 / 0 / 1 / 1 / 124
Telephone call / 0 / 0 / 0 / 0 / 0 / 0 / 0
Tablet/kiosk / 0 / 0 / 0 / 0 / 0 / 0 / 0
Text Message / 0 / 0 / 0 / 0 / 0 / 0 / 0
Online / 6 / 0 / 0 / 0 / 0 / 0 / 6
Other / 0 / 0 / 0 / 0 / 0 / 0 / 0
Total / 96 / 29 / 3 / 0 / 1 / 1 / 130
The comments were as follows, broken down by statement:
EXTREMELY LIKELY - HANDWRITTEN
§ Everyone is so very nice & helpful. Dr Gulzar is superb. It is always easy to talk to her. Keep up the good work. (Oct)
§ Very friendly staff. (Oct)
§ Long term use of this practice. Found friendly, good service and efficient. (Oct)
§ A recent visit to discuss a concern with Dr Wong resulted in a referral for which I am very grateful. Dr Wong was attentive, empathetic and professional throughout. (Oct)
§ I’ve been a patient at this surgery for 60 years and have received excellent care and support from all staff. And it is getting even better. (Oct)
§ Amazing service, polite staff, very happy with surgery. (Nov)
§ Always fit me in. (Nov)
§ Always 100%. (Nov)
§ Quick and efficient. (Nov)
§ Always friendly, does not belittle you and always listens. Been at this practice for years and well happy. (Nov)
§ Friendly doctors that take the time to listen. Helpful staff that always try to get an appointment when you need one. (Nov)
§ ‘Excellent’ customer care. Good quality GP’s. In short an excellent practice. (Nov)
§ Happy and friendly people. (Nov)
§ Fast and friendly. (Nov)
§ Always very friendly and professional at this surgery. Doctors never make you feel you are wasting their time. Feel able to ask questions – not rushed. (Nov)
§ My son was seen very quick and the ladies are very nice. (Nov)
§ Very friendly and helpful staff and doctors. (Nov)
§ Very good, friendly and supportive treatment from Dr Sellens on a regular basis. Preventative opportunities such as flu jab and pulse check today. (Nov)
§ Receive good care. The doctors and nurses are all very nice. (Nov)
§ Receive excellent care. (Nov)
§ Caring, efficient and cheerful at all times. (Nov)
§ Never had any problems, great service and care experienced. (Nov)
§ I find the surgery very friendly and the staff are helpful. (Nov)
§ Always had a great service wherever I have been in the NHS. (Nov)
§ Kind and considerate receptionists and excellent and understanding care from doctors. (Nov)
§ New patient with concerns about changing surgeries – I need not have worried. The service here is literally THE BEST I have ever received from a GP. (Nov)
§ I find the surgery very friendly and staff are very welcoming. (Nov)
§ Being a qualified sister abroad I have a good idea of the health profession and how it should run. Well done UK. Great service, much appreciated. As the good saying goes “you never know what you’ve got until its gone”. (Nov)
§ It’s a great surgery. (Nov)
§ I have always found the service extremely helpful. (Nov)
§ Couldn’t fault anything. (Nov)
§ Quick efficient services and pleasant staff. (Nov)
§ Surgery very helpful. Appointments easy to get. Doctors and nurses very professional and courteous. (Nov)
§ Good service. (Nov)
§ Good service, great staff, good doctors. (Nov)
§ Always able to get an appointment. (Nov)
§ Doctors and nurses are all warm and welcoming. (Nov)
§ Excellent service for all your illness and care. (Nov)
§ Easy to get an appointment. (Nov)
§ Extremely likely – because it is true and I have always had exceptional service. (Nov)
§ Always willing to accommodate and service has been brilliant – caring staff both doctors and receptionists. (Nov)
§ I have always been very satisfied with the services offered. (Nov)
§ I have a good service here with the doctors and staff. (Nov)
§ They are polite, patient and understanding. Help with all issues regardless. (Nov)
§ Always good for emergency appointments even towards the end of the day. (Nov)
§ Always friendly and helpful. Always sorted any issues. (Nov)
§ Family doctors since birth. No issues. Would recommend to all. (Nov)
§ Friendly staff, clear and concise at answering queries. (Nov)
§ Top surgery others should take note. (Nov)
§ I can always get an appointment when I request one. (Nov)
§ Have been with the surgery since birth; have treated my ailments very well. (Nov)
§ Always very helpful to me at all times by doctors, nurses and staff. (Nov)
§ Excellent service by doctors, nurses and staff. (Nov)
§ Have had a brilliant service at this surgery I have already recommended this surgery. (Nov)
§ On time. (Nov)
§ I have had to use the surgery a lot over the last 2-3 years and they have always been of the highest order. (Nov)
§ Very good doctors. (Nov)
§ Always friendly and supportive. (Nov)
§ Dr Seedat very helpful. Good explanation of my symptoms. (Nov)
§ Always helpful. (Nov)
§ Many years part of this surgery. Always good service - someone who listens - reasonably on time. (Nov)
§ As a nurse working in the community I would like to say how helpful, polite and supportive all of the staff are at this surgery. (Nov)
§ Always helpful. (Nov)
§ It’s a very good doctors. (Nov)
§ Bridge Surgery have gone out of their way to treat and care for my 93 year old mother. All the staff have treated her with kindness and dignity. (Nov)
§ I think the doctors is the most important place for you to come. (Nov)
§ Always received good service. (Nov)
§ Doctors/Nurses/Reception staff are excellent and I am always able to get appointments to suit and when needed. (Nov)
§ First class service following heart attack. (Nov)
§ Very good service, kind doctors, easy to order prescriptions online. (Nov)
§ Firstly was ‘transferred’ to this practice after moving home. I regard this move a success and pleased with the service I receive. (Nov)
§ Doctors are friendly and efficient at getting things done. I like the online repeat prescription service. Receptionist(s) are helpful and friendly. (Nov)
§ Nice reception staff – try to get you the best appointment possible. GPs informative and understanding only problem is the car park! (Nov)
§ The staff are all extremely friendly and helpful. (Nov)
§ Always helped when me and my children have been (ill). Doctors are polite, understanding and don’t rush you. (Nov)
§ Friendly helpful staff. Caring doctors. (Nov)
§ Always helpful and try to get you in for appointments where possible. Would not change doctors, very helpful and supportive through previous experience. (Nov)
§ I received excellent care by Sister Ffrench following a hysterectomy. The wound took 4 weeks to heal, she treated it for 3 times a week with such skill and no discomfort. She was always pleased to see me and very encouraging. (Dec)
§ O (Dec)
§ Dr Rafiq is very good at explaining everything. (Dec)
§ Reception always helpful, can always arrange a same day appointment. (Dec)
LIKELY – HANDWRITTEN
§ Good doctor. (Nov)
§ I put likely due to the length of waiting time, availability of certain doctors and dependent on who answers your call you sometimes have to explain exactly what your problem is and I believe this is for the doctors not the receptionist to decide. (Nov)
§ We have been with the surgery for many years and always received great care. (Nov)
§ Work close with NHS know very good. (Nov)
§ Good and friendly service. Overall very happy. Waiting times could be better though. (Nov)
§ We are well pleased with our service. (Nov)
§ I have been a patient at this surgery for many years and the doctors have always been helpful and I trust this practice. The only negative is the receptionists who could be more helpful/polite at times. (Nov)
§ Friendly and helpful. (Nov)
§ Very difficult to see a GP and when we do needs several visits before they escalate a problem. However care in the hospital top notch. My daughter was admitted to NICU for one week and the treatment and care excellent. (Nov)
§ Very easy and normally quite flexible. (Nov)
§ We are happy with our surgery. I have already recommended this surgery to all of my friends. Thank you. (Nov)
§ Always found to be a friendly helpful service. (Nov)
§ Quick and friendly staff. (Nov)
§ I am able to get and appointment quick. Staff always helpful and sympathetic and do what they can to help. (Nov)
§ Friendly staff. (Nov)
§ Pleased with service. (Nov)
§ Very good doctors. Very helpful. (Nov)
§ I have never had a problem getting an appointment and I always find the staff very friendly and helpful. (Nov)
§ Good service. (Nov)
§ It’s a very good practice. Staff efficient and helpful. (Nov)
§ Helpful, friendly, no issues getting appointment. (Nov)
§ Also unlikely - family do not live in the Midlands. (Nov)
§ I always find the surgery helpful and courteous. (Nov)
NEITHER LIKELY OR UNLIKELY – HANDWRITTEN
§ Too long to wait for an appointment with GP. Flu jab admin is fine. (Nov)
§ First I was scared of the doctors now the team have made me at home. (Nov)
DON’T KNOW – HANDWRITTEN
§ Don’t come often enough. (Nov)
EXTREMELY UNLIKELY – HANDWRITTEN
§ Does not want comment to be publically displayed. (Dec)
EXTREMELY LIKELY – WEBSITE
§ I have never had a problem getting a convenient appointment. All staff are friendly and knowledgeable. Appointments run fairly well to time. (Oct)
§ Even though the surgery was busy, with quite a few people waiting, there was an air of calmness and efficiency, as usual, and everyone was treated with courtesy and respect. (Oct)
§ The doctors and nurses of this practice are all amazing. You never feel rushed or a nuisance. All are extremely professional and take all matters seriously. I have never had anything other than outstanding service from all those I have been in contact with. The receptionists are always friendly and helpful and I have never been in a situation where I have been unable to get an appointment, even if I have to go and sit and wait. We are all aware of the enormous pressure GP practices are under at the moment but the strain never shows here. Keep up the good work. Thank you. (Oct)
§ I have been registered with the practice since 1994 along with my husband and 2 daughters. Care has been excellent throughout - from when the girls were babies seeing the health visitors, through childhood ailments and as older teenagers requiring an approachable GP. From routine checks and aftercare of a broken elbow for myself to my husbands high blood pressure diagnosis, treatment and monitoring we have received fantastic service. Appointments are usually available when needed, especially for children. The doctors and nurses have a great attitude and offer a good quality of care and treatment. Handy to have the pharmacy so accessible too. (Oct)
§ Everyone is always pleasant and helpful. The Saturday flu clinic had a really good atmosphere, even without the radio being on. (Dec)
Page 1 of 5