Friends and Family Test (October) – 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 181 responses in October. Please see the breakdown and some of our responses below:

Very Good – 137 (76%)

Good – 42 (23%)

Neither Good nor Poor – 2 (1%)

Poor – 0

Very Poor – 0

Don’t know – 0

  • There are so many positive things I can say about all the staff at Kingfisher Practice, but I’d particularly like to mention Dr B Shah, Dr Tina and Dr Natalie and also the receptionists. Twice mum has had a home visit from the GPs and their presence here calmed mum considerably. Their professionalism and courteous nature exemplifies the treatment we as a family have always received from this practice. The receptionists are also incredibly helpful and kind and informative- nothing is too much bother. Talking to friends who attend other surgeries in Richmond and Hounslow, I just think we’re incredibly lucky to have such a great team at Kingfisher who offer exceptional care without having to wait a fortnight for an appointment!
  • Was on time. Didn’t have to wait long. Previously phones were answered almost straight away, now you have wait quite a while before you get through.
  • When patient wants to speak to the doctor over the phone should be quicker than waiting long.

Response: Thank you for your feedback regarding appointment availability in the last few months, we have started to offer dedicated telephone appointments for queries, which are generally available within the same week. These appointments allow us to address many concerns, such as results, quickly and effectively, saving time for both you and the team.

  • I got services from you whenever I needed. Doctors were very friendly … and polite. I like that.
  • Best surgery in Hounslow with good doctors especially Dr Dehal. I have no complaint regarding treatment for the last few years.
  • Thank you to the whole team for an excellent, caring and professional service. I appreciate you being there for me in my hour of need. I requested an emergency appointment on the same day and was seen promptly. I wish to particularly thank Dr Taran Brar, Dr Dehal and Dr Shah for giving me the confidence of knowing I’m in good hands. I felt cared for and well looked after. Thank you.
  • I was seen on time and had the most thorough asthma review I have ever had. The nurse was brilliant.
    She answered my questions, changed some medication I was struggling with. Also I never felt rushed. I’m very impressed
  • The medical care was good but the extra wait before being seen makes seeing a medic a difficult exercise. We make a timed appointment but always have to allow more time, sometimes a lot more time, because of delays in the waiting room. Try to stick closer to appointment times booked.
  • At every stage of my interactions with the practice, from the reception staff through to the doctors and including the services recommended by the practice such as travel vaccinations, I have been treated with care and I have felt heard and understood. My positive experiences have allowed me to be fully able to engage with staff without feeling judged and this has allowed me to take ownership of my health and take positive steps towards improving my health. At this stage, although my experiences have been positive, I have not always received the information or understanding I was seeking and it would be really beneficial if there was the ability to either book a longer session with the GP to be able to talk through or look at my health holistically to see if there are links between issues as my experience has been that the service is fantastic at moving things forward, getting various specialists to look at specific situations, but there is no time to consider how they could be interconnected. I would just like to say thank you to all of you. I recognise how hard each individual is working to support all patients in the practice, often being subjected to unacceptable attitudes. It is seen and really appreciated.

Response: Thank you so much for leaving such a positive review. We agree that it can be beneficial to have more time to discuss health concerns holistically and explore related issues. To support this, we offer double appointments, which provide additional time to address complex or multiple concerns in one visit. If you feel that a longer appointment would be helpful for your next consultation, please let our team know when booking, and we’ll be more than happy to arrange it. Thank you again for sharing your thoughts with us.

  • I think Kingfisher Practice is excellent overall. The reception staff do a difficult job well. The doctors are very good, all round. I saw Dr Purvis at this visit and my previous visit, and although she is not a doctor who has been treating me these last few years, she had been incredibly proactive since my last visit and got things moving, including managing to get me an appointment at West Mid with the Rapid Access chest pain clinic. I am very grateful. Something I really appreciate is that I know if an issue is really urgent, the practice does their best to see you on the day. What is becoming more difficult is booking routine appointments. The wait can sometimes be three or more weeks. When Dr Purvis saw me on October 15th, she sent me to A&E as I was rather unwell. I received a text from the practice while I was there to make an appointment to see her again. When I called the next day the next appointment was November 5th, which is quite a long time to wait for follow up. I understand the pressures on the practice though and realise a wait will be longer to see a specific doctor. It is just so much easier to see the same person instead of re- explaining an ongoing issue. Seeing different doctors all the time is fine for certain things and allows flexibility.
  • Most of my appointments run approx. 10 – 15mins late but this is not a problem for me as the waiting area is very comfortable, Doctors / Nurses are very professional and polite so all good with me.
  • Maswell Park surgery it’s a fantastic doctor surgery. I have been a patient for years. I am always treated with respect and understanding. I can always access a GP appointment when I need it and the doctors and nurses and receptionists are all incredibly professional and the credit to the NHS.
  • The nurse was informative and also offered an ECG at the same time. As my heart rate didn’t monitor after 3 attempts she booked me on for a full ECG. I felt she went the extra mile.
  • Dr Taran – He is amazing. He takes care like a I am a family member. Thank you Dr Taran and team Members. Thank you Kingfisher GP.
  • Sween phoned at the appointed time and was helpful in discussing and adjusting my medication. She seemed happy to spend time listening to my concerns. Sween phoned at the appointed time and was helpful in discussing and adjusting my medication. She seemed happy to spend time listening to my concerns. I appreciate the Practice having a dedicated specialist pharmacist to review medication
  • Because it professional, comfortable and fast service keep going on by same way
  • Very pleased with the service from Kingfisher Practice this week. My son didn’t seem to have anything too serious, but I wanted it checked out as he was in hospital last year and things can change fast. The reception staff were very helpful, fitting me in today and the GP did a very thorough check. Even though my son didn’t need any medicine or emergency care she took the concerns seriously and made it clear that we should come back if I had any further concerns.