Friends & Family Test

Previous Data from April 2023 to March 2024

New Data from April 2024 to March 2025

Comparison from previous data

Our previous survey had more participants taking part. Overall patient are more likely to recommend then extremely likely as from previous data. 25% said they were neither likely nor likely as to only 6 patients from previous data.

COMMENTS AND FEEDBACK

The following comments are from Greet Medical Practice patients which indicates that they were overall satisfied with the practice staff and services available. Feedback this year does not include as much detail as the previous year but indicates patient satisfaction was met.

Positive Comments

• Good service provided
• Everybody is helpful
• Very helpful staff can get appointment in emergency
• Communication was excellent and feedback.
• Lovely surgery with friendly staff

Comments based on areas of improvement

• You can’t get through by phone when needed the most
• No advance appointment booking system

Action plan

• Always give alternate choice when patient require appointments
• More appointments to be available online.
• Help patient to complete national survey to get better indication on what to improve on.
• Feedback given by patients of feedback from in reception, ensure they are filled in so feedback and any improvements suggested by patients can be actioned.
• Offering more online appointment
• Adding new call back feature to the existing phone system.
• Implementing new Practice website to provide information to patients regarding community services. Pharmacy service and other.

Previous Data from April 2022 to March 2023

New Data from April 2023 to March 2024

Comparison from previous data

Our previous survey had more participants taking part. This survey was conducted from April to October therefore has less months compare. Overall patient are more likely to recommend then extremely likely as from previous data. 25% said they were neither likely nor likely as to only 6 patients from previous data.

COMMENTS AND FEEDBACK

The following comments are from Greet Medical Practice patients which indicates that they were overall satisfied with the practice staff and services available. Feedback this year does not include as much detail as the previous year but indicates patient satisfaction was met.

Positive Comments

• Good service provided
• Everybody is helpful
• Very helpful staff can get appointment in emergency
• Communication was excellent and feedback.
• Lovely surgery with friendly staff

Comments based on areas of improvement

• You can’t get through by phone when needed the most
• No advance appointment booking system

Action plan

• Always give alternate choice when patient require appointments
• More appointments to be available online.
• Help patient to complete national survey to get better indication on what to improve on.
• Feedback given by patients of feedback from in reception, ensure they are filled in so feedback and any improvements suggested by patients can be actioned.

COMMENTS AND FEEDBACK

The following comments are from patients who indicated that they were happy for these to be made public. All comments are included in their entirety but all attempts have been made to remove details, which could identify specific patients or practitioners.

Positive Comments

• My experience was good and the nurse was very helpful and kind
• Service was very friendly, professional and was well looked after.
• Very good GP, nurse and staff
• Fast & Effective service
• Everything in order

Comments based on areas of improvement

• Long waiting time for HCA
• Difficult to get appointment sometimes same day
• Staff not to helpful at times
• Telephone lines busy morning times

Action plan

• When booking appointments to inform the patient of the procedure and waiting times
• Communication within staff
• Supporting vulnerable patients ref to social prescribers
• Improve online access for patients
• Make information more accessible to patient by using the practice website
• Self-help / referrals to be updated on the practice website
• Continue PPG meetings
• Timekeeping training
• More staff training on how to deal efficiently

COMMENTS AND FEEDBACK

The following comments are from patients who indicated that they were happy for these to be made public. All comments are included in their entirety but all attempts have been made to remove details, which could identify specific patients or practitioners.

Positive Comments

• Helpful staff & admin staff doctors are friendly & good communication all around
• The staff are lovely make me happy
• Very good, always try to meet our needs, very satisfied & supportive
• Fast & Effective service
• The consultant nurse was friendly and understanding made me comfortable

Comments based on areas of improvement

• Doctors are good at this practice however; it can be difficult to get an appointment
• Long wait for blood test and delay access to phone
• Urgent appointment for children in the evening after school
• Setting up appt system via phone call 8:30am the busiest time of the day for everyone

Action plan

• Continue to update patients on any changes to the appointment system
• Continue telephone/video consultations
• When booking appointments to inform the patient of the procedure and waiting times
• Look into increasing face to face 
• Communication within staff
• Supporting for mental health issue to staff and patients
• Supporting vulnerable patients ref to social prescribers
• Health check by telephone consultation
• Improve online access for patients
• Make information more accessible to patient by using the practice website
• Self-help / referrals to be updated on the practice website
• Continue PPG meetings

COMMENTS AND FEEDBACK

The following comments are from patients who indicated that they were happy for these to be made public. All comments are included in their entirety but all attempts have been made to remove details, which could identify specific patients or practitioners.

Positive Comments

• Very helpful with the service practice provides helpful doctors & staff.
• Nice manners, polite & friendly. For the first time in years I did not feel any pain for the blood test
• I am happy with the treatment I get
• Been at the practice for years happy with customer service from all the staff & doctors.
• Fantastic receptionist very helpful
• Outstanding doctors and staff, always been seen on time and with the highest customer service.
• Good advice given for healthier lifestyle
• Effective in booking telephone appointments, booking tests and making referrals. Good staff
• Staff are brilliant, and all queries answered  fully satisfied

Comments based on areas of improvement

• Notice should be given if I need to see a HCA in terms of what I need to do, whom to contact instead of having to wait a long time or told on the phone.
• Don’t get appointment on time all the time get told call back. Have to use other service
• sometimes you call and they don’t pick and wait too long at door
• Reason being long waiting times for appointments. Access to repeat prescription is difficult
• sometimes you call and the don’t pick and wait too long at door

Action plan

• Continue to update patients on any changes to the appointment system due to the current pandemic
• HCA and nurses appointments to continue, patients to be triaged for any symptoms before their appointment.
• Continue telephone/video consultations
• Poster to inform patient to wait by window until member of staff attends them
• When booking appointments to inform the patient of the procedure and waiting times
• Day to day appointments
• Telephone consultation also face to face 
• Prescription on line can be order
• Sick note on line
• PPG Microsoft team
• Communication within staff