Friends and Family Test

The NHS Friends and Family Test (FFT) helps us to understand what services you are happy about and where improvements can be made. This test is quick and completely anonymous. 

What is the Friends and Family survey and how does it work? 

The Friends and Family test is a survey that we send out to most patients after they have had an appointment with us, to give an opportunity for patients to feedback to us about what their experience was like. You get given an option to rate your experience and leave any comments, compliments etc. Feedback is essential to improve our services.

Please see below for our recent collective Friends and Family results. 

Friends and Family results May 24

Friends and Family breakdown May 2024 

In the month of May 2024, 177 of our patients took part in our Friends and Family survey. 88% of those who completed the survey, gave us positive feedback and ratings. 

See a breakdown of the results below. 

Rating Very good  Good Neither good nor poor  Poor  Very poor  Don't know 
Number of ratings 122 34 9 6 6 0

 

Some positive comments rom the month of May 2024 

  • Friendly nurse who kept me informed of what she was going to do and why 
  • All who work at the practice are very kind and thoughtful 
  • Feedback is always prompt and I got the help needed for my daughter and myself
  • 20 minutes after completing the Klinik form, I was called and asked to come straight down. First class service. 
  • Sent in Klinik request, called within 2 hours and seen the same day. 
  • Doctor took his time to understand my problems. 
  • Was seen within a couple of hours from submitting an online form. Dr Burlington was lovely and made my son feel at ease. 
Friends and Family results April 24

Friends and Family Breakdown April 2024

In the month of April 2024, 361 of our patients took part in our Friends and Family survey.

92% of those who took part gave us positive feedback and ratings.

See a breakdown of the results below.

Rating

Very good

Good

Neither good nor poor

Poor

Very poor

Don’t know

Number of ratings

272

58

16

8

6

1

 

Some positive comments from the month of April 2024

 

  • Dr Burlington contacted us swiftly and was understanding and helpful, as she always is.
  • I received the advice that I needed in a professional & friendly manner.
  • The response to my query was quick and helpful.
  • Staff are lovely, friendly, and helpful.
  • Very thorough and understanding.
  • Always receive a quick, professional, and friendly response from my GP practice
  • I did a Klinik form and had a call within 40 mins and an appointment half an hour later- amazing service.
  • The response to my online query was answered very quickly and I was offered a nearly immediate face to face appointment.
  • I was offered an appointment about 2 hours after completing Klinik and the nurse and GP who saw me were very helpful and professional.
  • Very pleased with the speed of the reply to my request
  • Dr Burlington put me at ease and made me feel a lot better.
  • Dr Davison was really helpful and caring. I had every confidence in her advice.
  • Filled in patient question form at 1 30pm and got a call back within 10 mins even though nothing extremely urgent. Was offered appt. at Ipplepen at 2 45 same day and was back home by 3.20.
Friends and Family results March 24

Friends and Family results March 2024

In the month of March 2024, 179 of our patients took part in our Friends and Family survey. 

87% of the patients who took part gave us positive feedback and ratings. 

See a breakdown of the results below. 

Rating Good Very good Neither good nor poor Poor Very poor
Number of Ratings 34 124 10 10 1

 

Some positive comments from the month of March 2024

  • I received prompt attention following my Klinik submission.
  • After triage form completed online, I was contacted within 2 hours.
  • Super, efficient, and reassuring service.
  • Very rapid response from my online form.
  • Dr Tilney is an excellent doctor, and she really listens to try and solve your problems.
  • The doctor I was seen by was very warm, friendly, and very easy to talk with.
  • Quick response, same day appointment, swift diagnosis
  • Rang the surgery at 9am and I was seen by a doctor at 10am. Ten minutes later I had the medication needed. Amazing service.
  • Prompt attention, very helpful doctor
  • I was dealt with care, professionalism, and kindness.
  • My recent face to face appointment with Dr Alok Bahl was excellent. He examined me and gave excellent advice.
  • Saw GP same day a contact.

 

Friends and Family results February 24

In the month of February 2024, 67 of our patients participated in our Friends and Family survey.

90% of those who took part, gave us positive feedback and ratings.

A breakdown of these results are shown below.

Rating

Very good

Good

Neither good nor poor

Poor

Very poor

Number of ratings

50

11

3

2

1

Some positive comments from the month of February 2024 

  • I was seen immediately after checking in, 10 minutes before my appointment time. The phlebotomist was quick and professional throughout. Many thanks.
  • The doctor was very receptive and interested in my case and finding options for treatment.
  • Timely and efficient
  • The response from the clinic is always swift and professional.
  • I felt welcomed and listened to
  • Doctor was fantastic. I was contacted from the initial triage within 2 hours and seen the same day. Can’t fault my experience at all.
  • I was in and out before my appointment time, brilliant! Lovely friendly nurse
  • Short wait time, friendly and efficient staff members who treated me with respect and professionalism.
  • Same day appointment after filling in the form.
  • I had an appointment with a GP less than 45 minutes after completing and sending the Klinik form.
  • Very quick response after completing online triage form.
Friends and Family results January 24

In the month of January 2024, 158 of our patients participated in our Friends and Family survey.

90% of the patients who took part, gave us positive feedback and ratings. A breakdown of the results can be seen below.

 

Rating

Very good

Good

Neither good nor poor

Poor

Very poor

Number of ratings

111

29

11

5

2

Some positive comments from the month of January 2024 

  • Pleasant receptionist and friendly nurse
  • The clinician I saw was very pleasant and thorough. 
  • The doctor was excellent and very thorough. He carefully listened and explained the next steps very well.
  • I was in a lot of pain and the clinic managed to arrange an appointment with a doctor only after 45 minutes of my phone call.  was examined by two doctors in the clinic, both of them very empathetic and extremely professional. I received help and the medication order was sent to the pharmacy instantly so that I could start using it asap. Next day I almost didn’t feel any pain at all and was able to come back to work and normal life and activities.
  • Wendy, paramedic was brilliant, listened to me & made me feel better.
  • I had a quick response to a potentially urgent issue and the response was thorough.
  • Doctor took time to listen to me. Was very thorough and helpful.
  • Efficient, easy to navigate.
  • I had a health emergency and was able to see a GP that morning.
  • Felt valued and listened to.
  • Super-fast answer, within half an hour of using the Klink questionnaire I got a reply with a telephone call that afternoon. GP rang soon after and helped answer all my questions about my blood results from the hospital. This system is so much better than eConsult and waiting on the phone.
  • Very thorough consultation, showing compassion and offered help.
  • I completed a Klinik form and was called within an hour. GP was really helpful.
  • Appointment was on time and happy with the consultation.   Dr very thorough and reassuring.
  • I completed the KLINIK form at the surgery with help from a member of staff and within an hour I received a face-to-face appointment the same afternoon - fantastic service.

 

Friends and Family results December 23

In the month of December 2023, 148 patients took part in our Friends and Family survey.

85% of the patients who participated, either rated us good or very good.

 A breakdown of the results are shown below.

Rating

Very good

Good

Neither good nor poor

Poor

Very poor

Number of ratings

102

24

10

9

3

 

Some positive comments from the month of December 23

  • Exceptional care and compassion. Knowledgeable and personable.
  • I was seen promptly and my concerns were treated seriously.
  • Very straightforward process and a same day response. Great surgery.
  • An amazingly quick response and very friendly and helpful reception.
  • I had an instant response and appointment. A thorough consultation and examination.
  • On time. Efficient. Friendly nurse.
  • After submitting my request, I was contacted within 10 minutes!
  • The doctor was very understanding, answered all my questions and helped me understand my diagnosis.
  • Friendly nurse we all know and love, prompt and professional.
Friends and Family results November 23

In the month of November 2023, 231 patients took part in our Friends and Family survey.

88% of the patients who took part either rated us good or very good.

A breakdown of the results are shown below.

 

Rating

Very good

Good

Neither good nor poor

Poor

Very poor

Number of ratings

172

32

6

11

10

 

Some positive comments for the month of November 23

  • Sympathetic, knowledgeable visit. Didn’t feel rushed, was listened to.
  • Response to my request was quick and appropriate.
  • Always very thorough, friendly, and helpful. Explains every process that needed to be taken.
  • Kind courteous and efficient.
  • Efficient and professional, everything was explained, and I felt at ease.
  • Very pleased with the service. Managed to get an appointment easily after my initial GP telephone consultation.
  • The nurse was very thorough, and my family and I have always been well looked after. I’ve been particularly impressed by the support I have had for perimenopause.
Friends and Family results October 23

In the month of October 2023, 203 patients took part in our friends and family survey.

87% of patients who took part in our friends and family survey either rated us good or very good.

A breakdown of these results is shown below.

 

Rating

Very good

Good

Neither good nor poor

Poor

Very poor

Don’t know

Number of ratings

139

36

12

7

7

2

 

Some positive comments for the month of October 23

 

  • Very quick response and extremely kind and listened to me. Wish I had come sooner. Thank you particularly to Dr Tilney.
  • Everyone is so friendly from the minute the receptionist greets you. Dr Windless is so caring and reassuring. He made me feel I wasn’t being rushed and that I was really listened to. Thank you all.
  • Good friendly efficient service.
  • Speedy check in. Didn’t have to wait long for my appointment. Dr Burlington was excellent. She actively listened and I felt that we came to a decision collectively. She provided links to websites so that I could enhance my knowledge and we came up with a plan. It felt that it was patient empowering. I don’t want healthcare professionals to own my health, that’s mine to manage. No rushing me out the door.
  • All the doctors, nurses HCAs and admin staff are excellent and helpful.
  • Dr Martin has a friendly manner, but professional with it. She answers all my questions without making me feel like a nuisance or rushing me. She’s an absolute Godsend.
Friends and Family results September 23

In the month of September 2023, 129 patients took part in our NHS Friends and Family survey.

85% of patients who took part in the survey, rated us either good or very good.

The results can be seen in the graph below.

 

  Very Good Good Neither good nor poor Poor Very Poor Don’t Know
Sep-23   84 26 16 2 0 1

 

Some positive comments from the month of September 23

  • Every time I contact your surgery, the doctors/nurses I have spoken to have been absolutely incredible and helped me more than they could ever know.
  • The surgery is run very efficiently, the staff and doctors all work very hard to keep it running so well. We are all very lucky to have such a good practice in Kingskerswell.
  • Always greeted with a smile, however busy the staff are.
  • I always have a good experience when visiting the surgery. It is always nice and clean, the reception staff are helpful and courteous, and the nurses I see for my INR are wonderful, always kind, and very easy to talk to.

 

Comments from earlier months of 2023

  • All your staff are lovely and easy to talk to. I feel well looked after, and I like that you do an annual review which helps me to keep on top of my health and anything else I need to address before I get ill from it.
  • Kind, supportive, and knowledgeable Doctors and Nurses. Time given when needed. I felt valued and listened to.
  • Very friendly admin staff, nurses couldn’t do enough to help and also very competent in their work.
  • I find whenever I have to visit the surgery the staff, the doctors and also the nurses are very helpful, pleasant, and informative. Well done to them for the dedication to their patients.
  • My experience with the GPs at Kingskerswell has always been exceptional, the doctors go above and beyond for their patients and genuinely care about you! Couldn’t speak highly enough, one of the best GP practices I’ve been in, (I’ve moved around a lot so I can say this.) Everyone is always friendly.
  • It’s the best surgery ever with genuinely helpful and caring staff. I’m very grateful.
  • The team are professional but compassionate and we can get an appointment whenever it’s needed for myself and for my child. Wouldn’t want to go anywhere else and can’t thank you all enough. Would recommend to anyone.
  • I have a newly diagnosed medical condition and felt extremely well supported and cared for by my GP at the surgery. My new condition was explained to me in a way that I fully understand, and I felt totally involved in discussions, all the through. This in turn has given me a much more positive approach to the new situation. I am very grateful for this outstanding service. Thank You.

 

 

More information about Friends and Family Test

You can find more information about the Family and Friends test on the NHS website.