Friends and Family Test (January) – Patient Responses

Posted by: ella.scott-simons - Posted on:

Shown are Kingfisher Practice’s results from Friends and Family Test, which we sent to all patients. The NHS Friends and Family Test (FFT) was created to help understand whether patients are happy with the service provided, or where improvements are needed. In total, we received 96 responses in January. Please see the breakdown and some of our responses below:

Very Good – 70 (73%)

Good – 24 (25%)

Neither Good nor Poor – 1 (1%)

Poor – 1 (1%)

Very Poor – 0

Don’t know – 0

  • I was able to get an urgent appointment on the day by using PATCHS.
  • Always helpful and friendly staff. Go out of their way to help you.
  • We went for a simple ECG test, and there was a problem. The staff team are kind and supportive checking on his vital signs etc, he has heart health issues, the staff team have helped us stay safe and calm whilst waiting for the ambulance. Thank you – there was great support and knowledge, events happened quickly, we didn’t feel alone and frightened, thank you.
  • I was sick on Boxing Day and I was able to easily book an appointment quickly the next day. The receptionist was very polite when I booked the appointment. I was seen promptly and the doctor was very good and informative.
  • Doctor Tina is a very good doctor and she knows how to approach the patient!
  • I always feel I’m listened to and given excellent advice.
  • Excellent pain free Blood Test by Darina. Thank you
  • Doctor did a thorough examination, explained her plan for my recovery. Issued me new medication. Above all, she involved me in my care, and to observe changes, and to contact her when things don’t improve. She didn’t rush me through.
  • Practice is brilliant with all staff extremely helpful. Some recognize me and address me by name when I come in. Great service. Keep up the great work. Thank you.
  • The staff helped me to get an appointment the same day, I was seen by the doctor an hour later, due to chest infection and asthma. Looked after very well, thank you.
  • Friendly and helpful receptionist- Caroline always is!
  • The doctor was excellent and I understood everything that he told me.
  • The doctor was lovely and the staff very friendly and helpful
  • We had good consultation with our GP Dr Bella Shah she is excellent!
  • If the patient says that they are in pain with unusual swelling and has requested to see a GP, the receptionist should not be making a call to deny an appointment with GP by saying that this is not medical urgency and offer to instead see a nurse advanced practitioner.

Response: Our reception team are fully trained in signposting patients to the most appropriate clinician for a patient’s needs. They follow guidelines to ensure patients are directed to the right healthcare professional, whether that be an Advanced Nurse Practitioner (ANP), Physiotherapist, Practice Nurse or GP. So, depending on the query, such as leg swelling, a receptionist can book an appointment with a nurse practitioner as they are more than capable in assessing, diagnosing and prescribing medications on a wide range of health conditions.

  • My nurse who took the bloods had skin prep swab in her tray but she did not clean my skin before the venepuncture. When I asked why, she replied it is like that and no need to do the skin prep before venepuncture.

Response: Thank you for your response. For blood tests, it is not standard practice to use an alcohol swab or other skin preparation before taking blood. Current guidelines state that cleansing the skin is not necessary unless the area is visibly dirty, as the risk of infection from a clean puncture site is extremely low. However, we understand that some patients may feel more comfortable having their skin cleansed beforehand. If you would prefer this to be done, please inform the Healthcare assistant (HCA) at the start of your next appointment, and they will be more than happy to accommodate your request where appropriate.