CHURCH ROAD SURGERY FRIENDS AND FAMILY PATIENT FEEDBACK DEC 2016- MAR 2017

About the friends and family test The friends and family test was introduced by the NHS to help service providers and commissioners obtain greater knowledge of patients needs. It helps them understand whether they are happy with the services and care provided, and identifies areas where improvements can be made. It is 100% anonymous so patients can rest assured that their comments (positive or negative) will be processed confidentially.

Our results DEC 2016 Q. How likely are you to recommend our GP Practice to friends and family if they needed similar care or treatment? EXTREMELY LIKELY 27 LIKELY 12 NEITHER LIKELY OR UNLIKELY 2 UNLIKELY EXTREMELY UNLIKELY DON’T KNOW

FEEDBACK FROM PATIENTS “Nothing needs improvement. I am happy with the advice and treatment received and Doctors who have dealth with myself and family” “Dr was very supportive and took time to explain everything” “Professional, friendly & helpful” “Excellent, professional” “Great Surgery good staff” “Dr Andrews is a great Dr. Very supportive” “Doctor was really nice” “Excellent Customer Service” “The doctor is always pleasant when I see her about my personal health with the help and advice I’m given” FEEDBACK FROM PATIENTS “Good Service” “Everybody are so helpful” “The staff are very helpful and supportive” “Friendly and Professional” “Great staff” “All good” “I waited an hour and 15 mins to be seen” “The doctor and staff behaviour is very very nice, polite and all are caring” “Highly recommend Dr Sinha” “Shows keen interest in supporting my needs”

FEEDBACK FROM PATIENTS “Great consultation and follow ups sorted the same day” “Staff are friendly and helpful” “Difficult to get appointments” “Wonderful team” “Because they have time for you and listen to you” “I have been a patient of the surgery for about twenty years or more. I have never had a problem with the doctors and the reception staff are the best I have ever dealt with. But the main reason is the ease of making an appointment when you need it” “Doctors and staff are very good” FEEDBACK FROM PATIENTS “Dr Sarwar really cares about his patients and I really appreciate his and his teams effort” “Staff are friendly and very helpful” “Because Gp is doing a good job” “They doing their job good” “The reception was professional” “Very professional staff behind the desk. From start to finish.” “The staff were friendly and the doctor I saw was great. Listened to what I had to say” “Punctuality”

Our results JAN 2017 Q. How likely are you to recommend our GP Practice to friends and family if they needed similar care or treatment? EXTREMELY LIKELY 39 LIKELY 22 NEITHER LIKELY OR UNLIKELY 2 UNLIKELY EXTREMELY UNLIKELY DON’T KNOW

FEEDBACK FROM PATIENTS “Good doctor, good staff” “Nice welcome on reception then very quick to be seen afterwards..” “My GP and Receptionist are good” “Morning, it was quick this morning, doc so very helpful. Thank you” “Just want to say thank u….she took a lot off my mind” “Very satisfied with my doctor Amy” “Very Good service” “very responsible” “waiting times” “Dr Livesey was so lovely and took the time and effort to care” “Very good” “Great Staff” FEEDBACK FROM PATIENTS “The doctors listen and act on your concerns, are thorough in their examinations and seek second opinions when needed” “The staff is very friendly, polite and helpful. Dr and nurse are very caring” “The doctor was thorough and helpful as well as understanding but most importantly I did not feel rushed even though we covered a lot of issues. My doctor was pleasant and courteous” “Dr Andrews is a very caring supportive lovely doctor. That’s why I would advice people to have her as their gp” “Always pleasant and friendly” “always there to listen to what you have to say” “Thank u for all the treatment, I’m very pleased”

FEEDBACK FROM PATIENTS “Everyone is friendly, always see a doctor or nurse when I want” “Been with this practice for many years and never encountered any problems” “good service always very thorough and helpful” “Great care” “My matter was dealt with quite thoroughly and the doctor explained exactly what was happening” “very pleased with the doctor” “I’m happy with everything” “very good practice” “Good doctors” “Very caring doctor had a lot of time for me, makes all the difference thank you Dr Andrews” “good reception” FEEDBACK FROM PATIENTS “Professional & courteous but friendly and understanding at the same time” “The reason for my answer is, the doctor gave me clear and concise information about my problem, and if I had seen him in the first instance I would have saved myself 3 months of heartache” “so helpful, caring and just so lovely” “Very friendly efficient atmosphere” “You have a certain middle aged lady on reception who is rude, acts like she’s the doctor, get rid” “because my doctor always listens to me and don’t rush to get me out” “Good service”

FEEDBACK FROM PATIENTS “Really good results and service” “Waiting times! Certain doctors are perfect, others have you waiting over an hour” “very helpful” “It’s the surgery for me, I’ve finally found a team of professionals that listen first before printing a prescription and I’ve already referred my friend but unfortunately she was not successful, much pity” “Friendly doctor (Andrews) made me feel really comfortable, well knodledgeable doctor know what she was talking about” “Friendly, efficient supportive” “They are good staff” FEEDBACK FROM PATIENTS “DR. SARWAR and his colleague DR SINHA are heads and tails above others, the receptionist are also very good and helpful” “I think all the doctors at Church Road Surgery are brilliant always help me and put my mind at rest”” “The communication with the Dr was good” “Sometimes it’s OK but sometimes you can be there for more than half an hour before you can see the Dr” “I have been a patient at this practice for nearly 24 years and I've never had a problem with any of the health care staff” “Dr Andrews is a very nice one”

Our results FEB 2017 Q. How likely are you to recommend our GP Practice to friends and family if they needed similar care or treatment? EXTREMELY LIKELY 49 LIKELY 20 NEITHER LIKELY OR UNLIKELY 2 UNLIKELY EXTREMELY UNLIKLEY DON'T KNOW 3

FEEDBACK FROM PATIENTS “I really could not improve the service I get from Dr Andrews, she always makes me feel a lot better after I talk to her, thank you” “Just a great service and very polite” “I’m very grateful for the help I received” “Difficult to get an appointment, even if serious matter” “It was helpful” “Dr Andrews seems like a lovely woman who cares” “Friendly, supportive team” “Great team” “Very helpful and pleasant” “I was very pleased with my consultation with Doctor Andrews” “My appointment was quick then had to wait” “Friendly staff” FEEDBACK FROM PATIENTS “Very friendly every time” “When I was at the reception one of the staff members was on the phone and I found the way they were talking to the person on the other end very rude and insulting” “Good service, polite staff” “Explains reason for treatment” “Dr Jameel is thorough and understanding and has helped me with my condition” “Listens, understands, gave all important info” “the doctor that attended us was very gentle and she was very welcoming” “Pam is just so understanding, accommodating and goes that extra mile” “I cannot fault the service I receive”

FEEDBACK FROM PATIENTS “waiting time is on point” “Took over an hour to be called in by doctor” “Waiting time for appointments and when you get an appt you have to wait ages to see your doctor” ”Try to help with problems” “Awesome Staff” “Always friendly” “Efficient service” “Professional, & friendly and efficient” “Made to feel at ease. Felt that I was being listened to & time taken to explain things thoroughly” “I was listened to” “Dr Jameel is a fantastic doctor, caring and knowledgeable. I say this as a health professional myself. She is excellent” FEEDBACK FROM PATIENTS “Waited an hour after my appointment time to be seen” “Great doctors” “The doctors at Church Road Surgery, meaning doctor Sinha and doctor Sarwar has not got their patients health interest at heart and I will be changing surgery soon” “I usually receive a high level of care” “Always helpful” “The staff is always nice and helpful” “Minimal waiting time” “The doctor I saw was extremely helpful and gave me more advice than my previous GP’s” “Was called in on time and had a good talk with doctor to discuss what I had gone for” “Efficient”

FEEDBACK FROM PATIENTS “Great and friendly service” “When I booked my appointment it was for 10:30, I received 2 text reminders, one saying it was for 10:50 the second said it was at 11:10, I think the reminder system needs overhaul” “Dr Sinha is an excellent GP. He always has time for his patients and ensures they get the best services he can provide which in my opinion is excellent given the current cash restraints within the NHS” “A pleasant place to be treated” “The doctor was helpful and gave me good advice” “More doctors so that getting an appointment doesn’t take so long” “The care and time given to you” “I always get to see a doctor whenever I want” “Waiting time. I turned up 5 minutes before my appointed time and waited half hour for nurse today but had to leave to get back to work because she was running late” FEEDBACK FROM PATIENTS “Very friendly, thoughtful and comforting” “Good blood results, doctor explained nicely” “The quality of service was excellent and the time of the appointment was adhered to” “I have been seen to on time and also everyone there are pleasing and very welcoming” “Waited over 1 hour and a half only to find out that the Dr was free! Receptionists are quite noisy and unprofessional” “Professional, efficient, great calming manner, put me at ease and made me feel welcome” “Everybody friendly and helpful from the reception staff to the care of the gp” “Efficient, friendly service from doctors to staff!!”

Our results MAR 2017 Q. How likely are you to recommend our GP Practice to friends and family if they needed similar care or treatment? EXTREMELY LIKELY 43 LIKELY 22 NEITHER LIKELY OR UNLIKELY 5 UNLIKELY 1 EXTREMELY UNLIKLEY DON'T KNOW

FEEDBACK FROM PATIENTS “Excellent staff” “On time and helpful and friendly” “Pam is great at her job, Pam the nurse” “Appointment ran on time” “Helpful” “Respect” “Had a yearly check” “Thorough consultation and caring understanding doctor who makes me feel better about my situation” “Care and time given to patients” “Friendly welcome and on the spot good attention by surgery reception staff. Equally goes for Angela who attended to me for my blood test” “Very confident with the care and support I received” “Good doctor and kind” FEEDBACK FROM PATIENTS “If there are no appointments available for a long time. The reception will get the doctor to call you. If they deem the problem to be pressing, they will get you in that day. This is a good duty of care as some problems cant wait for a 10 day appointment “Support provided by Dr Andrews” “I was seen after my appt time” “They are proactive in ensuring health checks are carried out. During my health check I was well informed and given options I needed. I am pleased you haven even asked for my feedback” “I like advise them for there is no human can live without medication which is prescribed by expects” “They listened and were really helpful”

FEEDBACK FROM PATIENTS “Good listening and showing care and understanding” “I attended for a smear and the nurse put me completely at ease and explained everything thoroughly, every step of the way” “Staff and the doctors are very efficient and I’m quite satisfied with their service” “I have 100% confidence in Dr Sinha” “It’s the only one I know” “Good Dr Sarwar” “Try to help with problems” “More convenient” “They are very efficient and take time to listen to you” FEEDBACK FROM PATIENTS “My GP Looks after my reports and health” “Earlier appointments as per patient health issues” “Sabena Jameel is the best Dr, we have some lovely Drs at church road, I feel blessed. “They are always helpful who ever I see for my appointment” “Impressive blood test service. Result back later the same day and medication adjusted accordingly.” “Great care” “All the staff and GPs are very welcoming and always happy to help” “Two doctors rush you through without showing any compassion” “Good staff and doctors” “Doctor very friendly and helpful”

FEEDBACK FROM PATIENTS “So supportive, attentive and take great time with appointments. Never rushing or sending you away in haste. True professionals and they care” “Extremely professional and friendly service” “It’s a good practice and the doctors do try to get you seen. However on the last 2 occasions of having pain in my stomach and under my arm, I have not been physically examined . Just told it’s a strain. I think a physical examination would give peace of mind to patients “Very understandable” “Did not have to wait too long” “You have to go somewhere for treatment and it always should be your GP first” “Friendly, supportive staff and atmosphere” “Everyone very helpful” FEEDBACK FROM PATIENTS “The quality of care from doctors and welcoming receptionists” “Friendly Professional advice” “Friendly staff on reception and satisfactory care from Dr” “Got what I needed” “Some of the doctors (not mentioning any names”) do not listen to what you have to say and will interrupt you just to quickly tell you whatever so that you feel you’re wrong about your own health. And apparently they know more about you than you do. Therefore give you bogus advice to make you leave and agree even if you don’t want to- patronising and demeaning” “I love the quick and efficient service my doctors surgery provide” “Normal waiting time is long, never on time with appointment times. However Doctor Andrews is always near enough on time and very pleasant to deal with” “I didn’t have to wait too long, hopefully this could be a regular thing being called in on time”