Patient Feedback – Friends and Family Test – September 2024

Every month, we ask a selection of patients about their last appointment and also give them an opportunity to tell us more about their experience. In September, 250 patients gave us feedback. We are delighted that 89% of patients had a good or very good experience, finding our staff respectful and helpful whilst providing an efficient and responsive service.

For those patients who were unhappy, the feedback was mainly concerned with telephone appointments that were not received as expected or where calls were dropped and not resumed. Our policy is that there should always be two attempts to call, at a 20 minute interval and we try to send a text after the first call to alert you to the next one. We find that some patients can can have 3 or 4 telephone numbers registered with us and this can sometimes make it difficult to work out which one is the right one to call. You might want to remove numbers that are not used or make sure we hold your most up to date details.

We can trace calls out even if they do not connect correctly, so please let us know if you do not receive a planned call and we can investigate.