Give feedback (Friends and Family Test)

How was your experience with our practice? Responses Percentage (%) Very good 312 67% Good 102 22% Neither good nor poor 21 5% Poor 14 3% Very poor 11 2% Do not know 3 1%

Overall How was your experience with our practice? Responses Percentage (%) Very good 333 68% Good 109 22% Neither good nor poor 25 5% Poor 14 3% Very poor 11 2% Do not know 0 0%

How was your experience with our practice? Responses Percentage (%) Very good 279 68% Good 83 20% Neither good nor poor 26 6% Poor 14 3% Very poor 9 2% Do not know 1 0%

Overall How was your experience with our practice? Responses Percentage (%) Very good 259 68% Good 71 19% Neither good nor poor 22 6% Poor 14 4% Very poor 14 4% Do not know 2 1%

How was your experience with our practice? Responses Percentage (%) Very good 264 69% Good 71 19% Neither good nor poor 22 6% Poor 11 3% Very poor 12 3% Do not know 1 0%

Overall How was your experience with our practice? Responses Percentage (%) Very good 296 66% Good 97 22% Neither good nor poor 25 6% Poor 15 3% Very poor 13 3% Do not know 1 0%

How was your experience with our practice? Responses Percentage (%) Very good 283 68% Good 85 20% Neither good nor poor 22 5% Poor 16 4% Very poor 9 2% Do not know 1 0%

Form responses for March 2024 Very good - 67% Good - 24% Neither good nor poor - 4% Poor - 4% Very poor - 2% So 91% of responders in March would recommend the practice, 6% do not recommend the practice or didn't know.

From responses in April 2024 Very good - 61% Good - 26% Neither good nor poor - 6% Poor 4% Very poor - 3% In terms of recommending the practice 87% would recommend and 7% would not recommend the practice and 6% found they would neither recommend or not recommend.

Form responses for May 2024 Very good - 65% Good - 24% Neither good nor poor 6% Poor - 2% Very Poor - 3% In effect 89% of patients would recommend the practice and 5% would not

How was your experience with our practice? Responses Percentage (%) Very good 67% Good 23% Poor 3% Very poor 2%

Responses to FFT form - how was your experience with our practice: Very good - 68% Good - 24% Neither Good nor Poor - 3% Poor - 4% Very Poor - 2% Do not know 0% Of the poor and very poor - there were themes as below:

The most common questions you asked and we said

Telephone

Some patients felt that the telephone was not answered quickly enough. We are now looking at weekly call statistics to identify where the waiting times are long, how many calls are dropped, whether patients are using all of the telephone features (call back and using select buttons to go straight to secretaries or prescription clerk). By using the statistics it should inform us where the pressure points in the service are and to plan to counteract where possible.

Website

Some patients were unhappy with the website and found it difficult to navigate and use. This was also presented as an area for improvement in the recent National GP Practice Survey. The website is managed and provided by our commissioners, Surrey Heartlands ICB, and the practice can only make small changes such as adding staff, news items and practice policies. We have contacted the Primary Care Digital Programme Manager for comment and been invited to meet with them to relay some of the concerns and frustrations that patients have expressed.

Appointments

Some patients feel that they wait too long to see a GP. As the demand in general practice continues to increase ( a trend that is felt by General Practice locally and nationally) the practice is working hard to ensure that patients who need an appointment receive one in the most appropriate way ( telephone, online or face to face) or by the most appropriate person ( GP, nurse, physiotherapist, pharmacist or PA). In our most recent audit of appointments 50% of patients were seen on the day and the rest within two weeks unless by choice they have waited longer for personal preference e.g. to see a particular GP or to fit with their own diaries.

From 434 response in August 92% of people recommended the practice. 3% do not recommend the practice and 5% neither recommend or do not recommend the practice or didn't know.

The most common questions you asked and we said

Positive responses to clinicians this month:

"A brilliant HCA. looked after me and he explained everything very well indeed". "Appointment on time and I was given plenty of time during the appointment to discuss any health issues. Extremely pleasant and knowledgeable practitioner" "I was so scared of the scan but the nurse was so friendly The nurse was professional. She spoke to me with respect. She made me feel comfortable. She was very kind. She listened to me. She tried to calm me down. Everything went smoothly thank you" "All staff...caring...efficient....knowledgeable....no time wasting.....feel safe in their hands". "Excellent care from the nurses all the team of nurses. Thank you" ""Generally I am able to obtain requested GP appointments or consultations. When I do see a GP they give the time required for the appointment (which may be more than the allotted time) and they do not hesitate to make referrals for tests, scans etc. even if only as a precautionary measure".

Positive responses for reception and admin this month:

The staff were very friendly, kind and understanding. Easy to park, appointment on time. Good appointment and then it was easy to book another appointment with the friendly receptionist. Receptionist was extremely helpful. Doctor was very good and kind. Very good efficient service We have been patients for many many years and have always found the service very efficient and since covid the online comms have worked very well, quick responses and easy appt booking system Always quick to call back and deal with queries. Very prompt services and have people friendly staff.

From 366 responses this month 91% of patients who attended the practice would recommend the practice, 5% don not recommend and 4 % neither recommend or don't recommend the practice or didn't know.

The most common questions you asked and we said

Why are there long waiting times on the phone?

As patient requests are often complicated it can take time to answer questions during a telephone call. This may make the waiting times longer. Please use the call waiting service, your place is held in the queue and when a receptionist becomes available they will call you back or use a form through our website. All forms are triaged on the same day and responded to as appropriate.

Why were Flu and Covid vaccinations not offered in September

The national campaign was changed this year and no providers, pharmacy or otherwise are allowed to start vaccinating before 3rd October.