Friends and Family Test (March) – Patient Responses

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 120 responses in March. Please see the breakdown and some of our responses below:

Very Good – 94 (78%)

Good – 24 (20%)

Neither Good nor Poor – 1 (1%)

Poor – 1 (1%)

Very Poor – 0

Don’t know – 0

• Dr Tina Rajapakse was very friendly and put me at ease throughout the whole appointment. I was very nervous and Tina was informative and chatty which helped a lot.
• Dr Simran Dehal is extremely good and very caring about his patients. He always listen, gives great advice and is helpful. Thanks again to all his patience and hard work.
• GP Dr Shah was exceptional with my mother’s care . She treated my mother with dignity and respect and put her at ease and explained everything very clearly.  I also received a follow up call from Dr Shah to see how my mother was. Excellent caring GP
• The GP was excellent, professional and addressed all my complex issues, very succinctly: with a clear plan of action. Thank you Kingfisher Practice! In the last decade, I’ve noticed a progressively improved service, and in the last 5 years, especially, a huge jump to a higher standard of doctor patient interaction with the help of nurses and associated staff specialists , like those for blood pressure, cholesterol & diabetes AND the improvement at the reception desk : the biggest improvement by department. Is there a way we can either email or send a message to Kingfisher for non-essential messages? For example, when I could not open the letter from the eye specialist? Maybe there is a way, but we re not aware of it or how to find it to use it. Many thanks for an overall brilliant team at Kingfisher Practice: 9.5 out of 10 from me!

Response: Thank you so much for your kind words. In regards to sending non-essential messages, you can send us an email which is monitored daily (kingfisherpractice@nhs.net), or you are able to send a PATCHS request, which is also monitored daily.

• A need for an appointment at very short notice, was in front of Doctor within 2 hours. Very reassuring and thorough consultation, plan of action at end which is in process of being enacted.
• My GP was extremely helpful and went the extra mile to help me.
• Self check in was simple, appointment began at allotted time, GP was friendly and helpful :).
• Very efficient, especially with Dr Dehal. My wife and I are lucky generally to get occasional emergency appointments when needed, and waiting times are generally within 7 days.
• I had a telephone consultation. The doctor was clear and concise. I was offered the opportunity to ask questions.
• You could not do better in my opinion
• Dr Dehal is a very attentive and caring GP which always provides an excellent service.
• Blood tests and xray all done in one day. Blood test done quickly due to a cancellation and I was at the surgery. Two days later received a text from the Doctor with results which was very efficient and a first class service.
• Dr Tina was very helpful and eased my mind
• I got an appointment straight away..
• Always friendly receptionist, Dr is very supportive, especially for my complex medical history.
• Staff are helpful, informative and takes out the time to explain things properly. I am a new patient that’s recently transferred and I am happy so far with the service.
• Was able to my GP and the nurse for my check ups. Both were very helpful- explained things with care
• Because of my appointment get done within the time. It’s accurate & professional. I’m happy with the results.
• Very helpful and understanding staff friendly always go out of their way to help me the best way they can
• I didn’t have to wait long and I found the experience reassuring. The young lady put me at my ease and was a good listener. She was also friendly and professional.
• The Reception staff always go above and beyond.
• Not a long waiting time. Friendly receptionist. Excellent GP
• Would like quicker blood tests if requested urgently by the Doctor. I appreciate this is not easy for your Receptionist because of the high demand but this is a point I would like to make!! Would like to thank Doctor Carey for picking up on my problems with my blood so quick and efficiently.

Response: Thank you for your feedback regarding timing of blood test appointments. We understand that it is preferable to have these tests carried out sooner when requested by a GP. We are pleased to inform you that we have recently welcomed a new phlebotomist to our team. This means we have more appointments available, which h should help reduce wait times for blood tests and other procedures.

• The service from the GPs I’ve seen has been fine but i don’t know either of them…. We see different people every time. We have to wait a long time for appointments and recently mine was changed without notice. So many changes and very little information given. Email or send a message informing of changes to staff, GPs, Receptionists, nurses. Very few people there that we know now.

Response: Thank you for getting in touch. We understand that continuity of care is important. For routine appointments, you are welcome to request a specific GP, although the wait may be a little longer for certain GPs. Unfortunately, we do not offer patients to choose GPs for urgent appointments – they are booked in time order which ensures the appointments are optimized, and not left uncooked.   

Regarding your concern about an appointment being changed without notice, we always make every effort to inform patients of any changes via phone call or SMS. If you did not receive a notification, please let us know so we can investigate further.

In relation to staff changes and updates, we regularly post information about our team on our website. If you would like to stay informed about any changes, please feel free to check our website for the latest updates.