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Friends and Family Test Results

The NHS Friends and Family Test (FFT)

If you would like to let us know what you think of the services we offer please complete the Friends and Family Test through this website, or request a form at reception. 

We have now been gathering Friends and Family Test responses for over a year, and have received some very helpful feedback from patients.

We have tried to address the constructive criticism which has been shared with us as best we can during this time. However, the overwhelming majority of responses have been positive. To date 87% of patients who responded stated they were likely or extremely likely to recommend our Practice to friends and family if they needed similar care or treatment.

The whole Practice has found this positivity to be a source of pleasure and encouragement in what continues to be somewhat straitened circumstances for the NHS, and we are very grateful for continued support.

Results - March 2017

In March 2017, 91.7% of patients who responded said they were likely or extremely likely to recommend our practice to friends and family if they needed similar care or treatment.

These were some of the reasons given:

  • GP are amazing, patient, kind and understanding with everyone, no matter what the person's disabilities or abilities are.
  • Efficient and helpful staff, always easy to speak to triage if there's a problem and see a doctor if necessary.
  • I have never had any problem.

No patients stated they were extremely unlikely to recommend our service, and only one that they were Neither Likely nor Unlikely to recommend us.

Results - February 2017

In February 2017, 90% of patients who responded said they were likely or extremely likely to recommend our practice to friends and family if they needed similar care or treatment.

These were some of the reasons given:

  • My treatment at this practice has always been very good
  • Timely appointments. Good GP service and referrals.
  • Couldn't get better treatment anywhere.

However, 1 patient stated they were unlikely to recommend our service, with the waiting time when at the practice being the reason for this response. 

Results - January 2017

In January 2017, 87.5% of patients who responded said they were extremely likely to recommend our practice to friends and family if they needed similar care or treatment.

These were some of the reasons given:

  • Friendly, helpful staff from reception, nursing, doctors, secretaries and dispensary.
  • Very professional and caring.
  • A very "local practice". Friendly and approachable. A good level of care provided.

However, 1 patient stated they were extremely unlikely to recommend our service, with the business of the surgery being the reason for this response. 

Results - December 2016 

In December 2016, 100% of patients who responded said they were extremely likely to recommend our practice to friends and family if they needed similar care or treatment.

These were some of the reasons given:

  • Short wait for appointments. Excellent triage service. Superb nurse team. Friendly staff.
  • Very efficient and friendly staff and pleasant and relaxed waiting conditions.
  • … An efficient, caring service.

No patients stated they were extremely unlikely to recommend our service, nor that they were Neither Likely nor Unlikely to recommend us.

Results - November 2016 

In November 2016, 71.4% of patients who responded said they were likely or extremely likely to recommend our practice to friends and family if they needed similar care or treatment.

These were some of the reasons given:

  • Always felt I have been well treated.
  • Because staff and doctors are very nice and helpful.
  • Was well received and treated.

However, 2 patients stated they were unlikely to recommend our service, with the waiting time when at the practice being the reason for this response. These comments will be given consideration by the partners.

Results - October 2016 

In October 2016, 100% of patients who responded said they were likely or extremely likely to recommend our practice to friends and family if they needed similar care or treatment.

These were some of the reasons given:

  • Always nice and helpful and cheerful. Thank you.
  • Because everybody here is extremely helpful!
  • When I have phoned the surgery with an urgent medical condition the triage nurse has returned my call within 30 minutes and I have been seen within the hour by her.

No patients stated they were extremely unlikely to recommend our service, nor that they were Neither Likely nor Unlikely to recommend us.

Results - September 2016 

In September 2016, 90% of patients who responded said they were likely or extremely likely to recommend our practice to friends and family if they needed similar care or treatment.

These were some of the reasons given:

  • Because the practice is efficient and kind
  • Excellent reception service, very prompt under demand
  • Have been coming to this surgery for over 30 years and always find it reliable, friendly and helpful.

However, 1 patients stated they were extremely unlikely to recommend our service.

Results - August 2016 

In August 2016, 77.8% of patients who responded said they were likely or extremely likely to recommend our practice to friends and family if they needed similar care or treatment.

These were some of the reasons given:

  • Very good care from my GP
  • Because you can always get in to see my doctor
  • Friendly doctors and nurses

However, 2 patients stated they were extremely unlikely to recommend our service, with 1 patient siting the delay in being seen when at the practice for giving this response. These comments will be given consideration by the partners.

Results - July 2016 

In July 2016, 100% of patients who responded said they were extremely likely to recommend our practice to friends and family if they needed similar care or treatment.

These were some of the reasons given:

  • Generally extremely helpful staff no matter who you deal with - great doctors.
  • Very short waiting times and highly qualified staff.
  • Always extremely helpful at front desk and dispensers.

No patients stated they were extremely unlikely to recommend our service, nor that they were Neither Likely nor Unlikely to recommend us.

Results - June 2016

In June 2016, 80% of patients who responded said they were likely or extremely likely to recommend our practice to friends and family if they needed similar care or treatment.

These were some of the reasons given:

  • The treatment I receive here, or advice I'm given, is invariably helpful and pertinent.
  • Always helpful and efficient - rarely have any problems getting appointments when needed
  • Always wonderful service. Staff are always so happy and friendly and helpful.

However, 1 patient stated they were unlikely to recommend our service, and 1 patient reported that they were neither likely nor unlikely to recommend us. 1 patient sited the delay at being seen once at the practice for giving this response, and these comments will be given consideration by the partners.

Results - May 2016

In May 2016, 89.5% of patients who responded said they were likely or extremely likely to recommend our practice to friends and family if they needed similar care or treatment.

These were some of the reasons given:

  • Great service. Easy to book - did it online. Thorough examination with excellent Doctor.
  • Always efficient and friendly team, good explanation of diagnosis and treatment.
  • I have been registered with the practice for approx. 38 years and have been very satisfied.

However, 1 patient stated they were unlikely to recommend our service, and 1 patient reported that they were neither likely nor unlikely to recommend us. No patients stated they were extremely unlikely to recommend our service. 

Results - April 2016

In April 2016, 70% of patients who responded said they were likely or extremely likely to recommend our practice to friends and family if they needed similar care or treatment.

These were some of the reasons given:

  • You are always polite and helpful and act quickly if there is an emergency.
  • Very satisfied with all aspects of care.
  • Excellent care and service.

However, 2 patients stated they were extremely unlikely to recommend our service, and 1 patient reported that they were neither likely nor unlikely to recommend us. 1 patient sited the availability of appointments for giving this response, and these comments will be given consideration by the partners.

Results - March 2016

In March 2016, 75% of patients who responded said they were likely or extremely likely to recommend our practice to friends and family if they needed similar care or treatment.

These were some of the reasons given:

  • I have been registered with this practice for over 30 years and always received great care and understanding.
  • Your doctors go far and beyond their duty. I've never walked away being unhappy with their services.
  • Efficient, staff helpful and very friendly

However, 1 patient stated they were extremely unlikely to recommend our service.

Results - February 2016

In February 2016, 88.9%, of patients who responded said they were likely or extremely likely to recommend our practice to friends and family if they needed similar care or treatment.

These were some of the reasons given:

  • I've been with the surgery for over 20 years and have always found everyone very helpful and respectful.
  • Because they've always been kind and helpful.    
  • Approachable staff, friendly, and doctors are very thorough

However, 1 patient stated they were extremely unlikely to recommend our service.

Results - January 2016

In January 2016, 100% of patients who responded said they were likely or extremely likely to recommend our practice to friends and family if they needed similar care or treatment.

These were some of the reasons given:

  • I have always had a good, friendly service from reception and pharmacy and have always seen my own GP.
  • Polite and courteous staff. Good explanation and no rush at all. Thorough examination and discussion. Brilliant service once again.  
  • They are very efficient.

No patients stated they were extremely unlikely to recommend our service, nor that they were Neither Likely nor Unlikely to recommend us.

Results - December 2015

In December 2015, 88.9% of patients who responded said they were likely or extremely likely to recommend our practice to friends and family if they needed similar care or treatment.

These were some of the reasons given:

  • The doctors are very understanding and the reception staff are very friendly and cheerful.
  • I have received very good treatment when I required it, plus good follow-up procedure. I will positively state that all of your staff are very competent - many thanks for this 
  • Everybody is so helpful

No patients stated they were extremely unlikely to recommend our service, and only 1 reported that they were unlikely to recommend us.

We have a few comments about the doors to our waiting room, noting that they can cause issues, especially to patients with limited mobility, with pushchairs, etc. This was echoed in a number of responses we received through our Patient Participation Group (PPG) survey.

We can confirm that the doors are kept locked primarily for the protection of staff. In addition, keeping the doors locked is another way to help reduce missed appointments. Prior to this measure being put in place, patients would miss their appointments by not checking in and going straight into the waiting room. If practice staff do not know that patients are here for their appointment, they cannot be called through.

More details about this can be found in the final report of the PPG survey, available on the practice website: http://www.marlboroughdoctors.org.uk/ Hard copies will also be available from the front desk. 

Results - November 2015

In November 2015, 75% of patients who responded said they were likely or extremely likely to recommend our practice to friends and family if they needed similar care or treatment.

These were some of the reasons given:

  • Always polite and helpful. Nice people on the desks and doctors.
  • Efficient, prompt service.    
  • Mostly positive experience of using the surgery. Friendly, helpful reception and caring doctors.

No patients stated they were unlikely or extremely unlikely to recommend our service, and only 2 reported that they were neither likely nor unlikely to recommend us, for the following reasons:

  • No family live in the area. Not a subject I discuss with friends.

Results - October 2015

In October 2015, 91.7% of patients who responded said they were likely or extremely likely to recommend our practice to friends and family if they needed similar care or treatment.

These were some of the reasons given: 

  • Very efficient service and good doctors
  • Fast response and very approachable staff
  • The practice is well organised, clean and tidy. The staff are generally helpful.

No patients stated they were extremely unlikely to recommend our service, and only 1 reported that they were unlikely to recommend us.

Results - September 2015

In September 2015, 88.2% of patients who responded said they were likely or extremely likely to recommend our practice to friends and family if they needed similar care or treatment.

These were some of the reasons given: 

  • Good experiences and pleasant and helpful staff.
  • I was offered an appointment (not urgent to me) within a few days and I was seen on time. All staff are always extremely pleasant and put you at ease.
  • I have always been treated extremely well from this surgery

1 patient stated they were unlikely to recommend our service, and a further patient reported that they were Neither Likely nor Unlikely to recommend us. No patients stated they were extremely unlikely to recommend our service. 

We have had several comments about our waiting room, suggesting that it is a little dreary, and contains too much information making it hard to pick out things that could be relevant to different patients.

Our Patient Participation Group (PPG) agreed strongly with these comments, and have included a question about the waiting room in their recent survey. We hope this will ensure that all our patients are given the opportunity to comment on this as well as all other services provided by the surgery.

The practice awaits feedback from the PPG about what patients would like to see changed in the waiting room so that we can take this into consideration when making any changes. 

Results - August 2015

In August 2015, 89.5% of patients who responded said they were likely or extremely likely to recommend our practice to friends and family if they needed similar care or treatment.

These were some of the reasons given: 

  • Because the staff are friendly and helpful all the time!
  • Called this morning and was seen straight away - very prompt
  • I have always found that the practice staff are polite and helpful and it has always been quite good at getting an appointment

No patients stated they were extremely unlikely to recommend our service, nor that they were Neither Likely nor Unlikely to recommend us.

Results - July 2015

In July 2015, 73.1% of patients who responded said they were likely or extremely likely to recommend our practice to friends and family if they needed similar care or treatment.

These were some of the reasons given:

  • Always helpful and caring
  • Because I have always had excellent service/advice from GPs and all staff. Lucky Us!
  • Very good GPs
  • Good service

However, 5 patients stated they were extremely unlikely to recommend our service, and 2 patients stated they were unlikely to recommend our practice. We will be looking into these concerns and will provide a further update shortly. 

Results - June 2015

In June 2015, 100% of patients who responded said they were likely or extremely likely to recommend our practice to friends and family if they needed similar care or treatment.

These were some of the reasons given:

  • The practice is very convenient for us and we have always been well treated right back to Tim and Nick Maurice
  • Because I like my doctor and have good treatment
  • As my family and I have always had very good/excellent treatment at this surgery

No patients stated they were extremely unlikely to recommend our service, nor that they were Neither Likely nor Unlikely to recommend us.

Results - May 2015 

In May 2015, 77.8% of patients who responded said they were likely or extremely likely to recommend our practice to friends and family if they needed similar care or treatment.

These were some of the reasons given:

  • Quick, efficient and friendly service
  • Doctors and staff are always helpful and explain the treatment to me
  • Doctors, nurses and receptionist have always been helpful to us and we have received very good medical advice and treatment

No patients stated they were extremely unlikely to recommend our service, and only 2 reported that they were Neither Likely nor Unlikely to recommend us. However, some patients have expressed concern about the time the wait to see a GP, with a typical comment being as follows:

I always have to wait as GP running late for appointments.

We are sorry that sometimes our clinicians are running later than expected. All our GPs and nurses do try to run to time, but this is not always possible given patients’ clinical needs.

There are many reasons why appointments overrun, and these include:

  • Patients having difficult issues that take more time than expected
  • Patients sometimes have a list of problems they want to discuss
  • Some patients need more time within an appointment to do things like get onto an examination bed
  • The problem presented by a patient may require immediate attention or onward referral
  • GPs may need to respond to urgent faxes or phone calls from hospitals, pharmacies, community nurses, etc that cannot wait until the end of their surgery

We are aware of these issues and we do try to mitigate for this by including gaps in many surgeries to enable our clinicians to catch-up should preceding consultations over-run. However, it is impossible to account for large numbers of patients in the same surgery requiring more than 10 minutes, nor is it reasonable to draw a consultation to an abrupt halt simply because time is up.

You can help GPs keep to time by simply bringing one issue to each consultation. Please do not come along with a list, we would rather you came more often so that our GPs have the time to deal with each problem you may have.

Results - April 2015 

In April 2015, 84.8% of patients who responded said they were likely or extremely likely to recommend our practice to friends and family if they needed similar care or treatment.

These were some of the reasons given:

  • Excellent doctors who always listen and treat me with intelligence and compassion.
  • Always had good attention from caring staff and doctors. I trust them
  • The staff are always friendly

No patients stated they were extremely unlikely to recommend our service, and only 3 reported that they were Neither Likely nor Unlikely to recommend us. 

Results - March 2015 

In March 2015, 67% of patients who responded said they were likely or extremely likely to recommend our practice to friends and family if they needed similar care or treatment.

These were some of the reasons given:

  • Always friendly and helpful. Have been in the surgery many years - no complaints.
  • This GP practice is always friendly and willing to help with anything
  • The staff work hard to give us the best possible treatment

Some patients have been unhappy about there being no alternative / competition to the Marlborough Medical Practice in Marlborough. 

Although we are the only practice in Marlborough, we do have a number of doctors that you are able to see. Although patients are registered with a specific doctor, patients are able to book an appointment with any of our GPs.

If you would prefer for your care to be transferred to that of another GP in the practice, we will try to accommodate these requests when they are made in writing to the practice, and where the receiving doctor has the capacity to take more patients onto their list.

Results - February 2015 

In February 2015, 85.71% of patients who responded said they were likely or extremely likely to recommend our practice to friends and family if they needed similar care or treatment.

These were some of the reasons given:

  • Always a friendly reception and I have a superb doctor
  • We have always been happy with the service provided by doctors and nurses
  • I have always received excellent treatment here over many years

No patients stated they were extremely unlikely to recommend our service, and only 3 reported that they were Neither Likely nor Unlikely to recommend us. 

Results - January 2015 

In January 2015, 86.7% of patients who responded said they were likely or extremely likely to recommend our practice to friends and family if they needed similar care or treatment.

These were some of the reasons given:

  • they are very helpful and my doctor is so easy to approach
  • Because you are a good service
  • can get an appointment in 2 days - excellent! Friendly receptionist, nurses and doctors

However, 2 patients stated they were extremely unlikely to recommend our service. 1 of them gave the following reason: 

Difficult to get an appointment unless booked well in advance. Not plausible when you do not know when you are going to be unwell

The practice would like to confirm that our appointment system should allow you to be seen whenever you are unwell. If you fall ill, please phone the surgery and tell the receptionist if your need is urgent and give an indication of the problem. The triage nurse will telephone you to discuss your problem and decide upon the most appropriate course of action. You may be given a same day appointment with the duty doctor.

Alternatively, if your condition is non-urgent you can book an appointment up to eight weeks in advance with your own doctor, if this is more convenient.

More information about our appointment system is available in our practice leaflet and on this website.

 



 
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