1. CHURCH ROAD SURGERY FRIENDS AND FAMILY
PATIENT FEEDBACK
Apr MAR 2018

2. 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.

3. Our results April 2017
Q. How likely are you to recommend our GP Practice to friends and family if they needed similar care or treatment?
EXTREMELY LIKELY 28
LIKELY 4
NEITHER LIKELY OR UNLIKELY
UNLIKELY 1
EXTREMELY UNLIKLEY
DON'T KNOW

4. FEEDBACK FROM PATIENTS
“You’re very good and caring”
“I am very happy with the services of my G.P surgery. I have needed to use the surgery on a regular basis recently”
“I felt heard and cared for. The wait was not long, and meeting was good, and was given the options I needed and given time to think through my options. I was also asked about my other issues, besides the health need I presented with. I am pleased with the genuine service”
“You have to wait too long for an appointment”
“Brilliant Doctor”
“Respectful doctor, good service”
“The lady doctor who examined me made it very clear to me what the problem was, and I was satisfied with the treatment I was given”
“The doctor I see is excellent”
“Felt welcomed!”
FEEDBACK
FROM PATIENTS
“Drs are committed to their patients”
“I have been a patient for many years and this is the only Doctors surgery I trust. All reception staff are polite, do their best to support you. Have never had a problem with Doctors this is why I’d recommend Church Rd Surgery”
“without doubt, the best caring and sensitive GP”
“Never on time, always have to wait at least half an hour. I waited two weeks for my appointment, not good enough, I would never recommend this doctor surgery to nobody”
“Good”
“None of the doctors seem to care at all and are too busy to pay any real attention! The nurse is unbelievable moody too!”
“The G.P surgery help me a great deal and they work hard to support their patients”

5. FEEDBACK FROM PATIENTS
“Once again everyone very helpful and friendly, especially the man who works on reception”
“What I needed to have done, was done with great efficiency”
“The doctor listened to what I had to say, helped me with what I needed and suggested a course of action to start with to help me recover”
“My doc was not there today and no one texted or rang me…”
“The doctor I saw spent the time listening to my problem, he never made me feel like I had to rush”
“My health problem was sorted out”
“Always happy with the service”
“The surgery fail to inform patients when booking with a particular doctor that you want to see that doctor and if that doctor is not available for some reason, then they should inform the patient that the doctor is not available and if the patient would like to see another doctor rather than assume that its okay for the patient to see another doctor on the day without informing them!!”
“Did not have to wait long”
FEEDBACK
FROM PATIENTS
“Helpful”
“Excellent doctors”
“I’ve never had the worst experience at my doctors, seen a doctor Sinha, he didn’t listen to anything I said. Was reading my notes and wasn’t interested in what I was saying, I was almost rushed out of his office, absolute ridiculous I feel insulted. But even before that I was booked for 10:50 and seen at 11:10.”
“A very good GP Surgery and doctors who care about their patients”
“Compassionate and friendly doctor and excellent service”
“I am always listened to and given time to explain everything. All staff are helpful and friendly”
“I’m very happy for the way the DR help me”

6. Our results May 2017
Q. How likely are you to recommend our GP Practice to friends and family if they needed similar care or treatment?
EXTREMELY LIKELY 35
LIKELY 16
NEITHER LIKELY OR UNLIKELY 1
UNLIKELY 2
EXTREMELY UNLIKLEY
DON'T KNOW

7. FEEDBACK FROM PATIENTS
“Dr Sarwar is an amazing Dr, very caring and helpful”
“Nice surgery, staff are polite and helpful”
“All the years I have used the practice, I only had to wait an hour twice so its fine. The staff are great from reception to doctors apart from Dr Sarwar who I find quite rude and arrogant. But no complaints otherwise thanks2
“Usually always seen on time, staff always pleasant and helpful”
“Listen to your problems”
“They are very much helpful”
“I have been with this GP since 2009 and am happy with the service they provide and they have a professional approach since ever I joined the practice”
“Everyone very friendly and helpful”
FEEDBACK
FROM PATIENTS
“Helpful”
“Friendly atmosphere”
“Very attentive to my needs and patient”
“Politeness”
“I arrived 5 minutes early and my appointment was 9:10am. I checked and I was told I was the first appointment of the day. I saw Dr Sinha arrive at 9:07am and he and Dr Sarwar were in and out of an office with food and water and cups of tea. At just after 9:30am, I asked that since I’d been kept waiting and hadn’t got time today I wanted to cancel my appointment. I get a bit miffed when there are signed all over saying if the patient is 10 minutes late then you have to rebook. However appointments should not be made when you are in meetings/ eating breakfast etc. This is not the first time this has happened”
“Very good patient care from Pam. She made my mother feel very relaxed at her first appointment after changing GP”

8. FEEDBACK FROM PATIENTS
“You have to wait ages to get treated, receptionists at work do not know what they are doing, only the ones that have been working for a long time actually kept, one doctor, Dr Sarwar is really rude and disrespectful and puts you down alot.”
“The appointment was on time, Dr Williamson was fantastic in providing me with all the information she could based on the results she’d been given, the only issue is tiny, however, the receptionist was very quiet and difficult to understand, otherwise everything was perfect”
“Dr looked after me very much that’s why I’m getting better”
“Smooth visit from start to finish”
“Great”
“Convenient location and kind staff that listen”
“Was able to self check in, and was seen and out within 15 minutes”
FEEDBACK
FROM PATIENTS
“Here needs to improve time management, because even you made the appointment but you waiting a lot. It’s quite unfair with everyone and especially for the working people. How they manage to come to the surgery then they go back to work. Because everytime they wait a lot and then reached back to work very later, so please GP should improve the time.”
“My query was listened to and sorted out”
“Making an appointment was very easy and quick. Dr Sinha was very helpful and understanding”
“Very friendly and efficient service. Well done”
“Professional Services”
“All staff are very welcoming”

9. FEEDBACK FROM PATIENTS
“The doctors are brilliant, always helpful”
“Staff are friendly and polite”
“Excellent doctors and treatment and genuine care for patients”
“Very efficient”
“It took me 1 year to ask for help. I have spent over 2 months waiting for healthy minds to contact me. Then they advised me they couldn’t help me due to my location and I needed to start the process again.”
“Dr Jamilla is an excellent GP, caring and very knowledgable”
“Well looked after, Dr put me at ease, very friendly”
“Good doctors and friendly staff”
“Always see a doctor when I needed to”
“Nurse unable to do procedure correctly and caused pain while attempting to conduct the procedure.”
“Staff are always cheerful”
FEEDBACK
FROM PATIENTS
“Excellent Service”
“Helpful and informative”
“Doctor listened and took appropriate measures to determine what is causing my problems”
“Caring, supportive, always have time to listen and advise. Never make you feel rushed. Explain medication like it’s a chemistry lesson! That is a compliment and much appreciated.”
“Thorough, caring and understanding consultation
“Always friendly and helpful at all times”
“Shown great care and attention by Dr S Sarwar”
“Saw health minds counsellor. Easy to talk to”

10. Our results June 2017
Q. How likely are you to recommend our GP Practice to friends and family if they needed similar care or treatment?
EXTREMELY LIKELY 32
LIKELY 17
NEITHER LIKELY OR UNLIKELY
UNLIKELY 4
EXTREMELY UNLIKLEY 3
DON'T KNOW 1

11. FEEDBACK FROM PATIENTS
“Very attentive to my needs and great service”
“Picture board with titles of GP’s and staff would be nice”
“The doctor was very helpful and the service I received was excellent”
“polite and courteous staff on reception, and Dr Emma Andrews, is a truly wonderful doctor! She listens well, AND CARES! She is undoubtedly an “asset” to this practice, and almost certainly will go on to be a truly great doctor. I cannot praise her enough. A wonderful person, a lovely lady, AND A FANTASTIC DOCTOR”
“Never have to wait very long”
“Pam is so humble, professional and patient focused”
“Its made it easy to get appointments now with online service
“Make an appointment then you have to wait a long time to see the doctor.”
FEEDBACK
FROM PATIENTS
“Got to see the doc on time. He was really helpful”
“My doctor pays attention to my problem and try to get something done about it as soon as possible”
“On reporting for an appointment, firstly I usually find supporting staff (reception) kindness of patient treatment encouraging. Secondly, tolerance of reasonable lateness by consulting doctor when apology is coming late is done. This is followed by fruitful health discussion with consulting doctor. This trend of satisfying self observation should be maintained at all times. It comforts patients when they report for scheduled appointments”
“Try to help with problem”

12. FEEDBACK FROM PATIENTS
“Dr Sabina Knows how to help her patients medically and morally. Thank you”
“The service is amazing”
“Brilliant GP Dr Jameel, brilliant nurse Pam, love them both. They are always great and very friendly, they are very helpful and always caring.
Can you also do appointment reminders by text message please, that will be a lot easier for patients to remember their appointments, especially people like me”
“Personal care, friendly reception staff and reliable knowledgeable and caring GP Dr Sinha and Nurse Angie Cook. Excellent”
“Nurse was rubbish, couldn’t care less about my wound, pulled off the plaster and just got me out.”
“Made me feel at ease and always treated with great understanding and compassion.”
FEEDBACK
FROM PATIENTS
“Very good service”
“Great doctors, answered all my questions”
“Dr Sabena Jameel knows how to help her patients very well”
“Good patient care, prompt appointments and very reliable staff. Thank you Dr Andrews and team.”
“Excellent information service from nurse Angela”
“Not friendly doctor”
“Appointment time honoured, no wait time”
“Good and helpful staff and doctors
“Good customer care”

13. FEEDBACK FROM PATIENTS
“My repeat prescription was rejected without an explanation. When queried why and Dr called me back told me I should be using Fostair more if needed not ventolin. Apparently research shows Ventolin does more damage yet I have been using it for years wit no issue and would like to continue. Surely I have a say in my treatment.
No communication from Drs, just told this is happening. Disgusting service”
“Excellent Service”
“Friendly, helpful, informative, reassuring”
“It was very good and helpful”
“The doctors are friendly and professional”
“Superb receptionist Donna…and wonderful nurse Angela….both ensured the service from the surgery was 1st class….as usual”
FEEDBACK
FROM PATIENTS
“Why book an appointment?
Get there on time and still have to wait an hour. If the patients are 5 minutes late, we are told to re-book”
“Professional manner, no time constraints. No rushing. Happy to explain problem and possible solutions”
“DrSinha is always helpful and caring, and never makes me feel like I’m just a patient”
“Doctor did a good job looking after my health and medicine. I’m extremely happy with my surgery doctors”
“very caring and professional”

14. Our results July 2017
Q. How likely are you to recommend our GP Practice to friends and family if they needed similar care or treatment?
EXTREMELY LIKELY 31
LIKELY 14
NEITHER LIKELY OR UNLIKELY
UNLIKELY
EXTREMELY UNLIKLEY 2
DON'T KNOW

15. FEEDBACK FROM PATIENTS
“The staff are very welcoming”
“Very professional”
“Always pleased to see you and very well spoken at all times”
“People are generally nice qhen I go in and the doctors are nice and listen, it’s very clean”
“Always able to get appointments, no long waiting. Never rushed when having consultation. Very caring doctors”
“It’s a long wait time. How ridiculous if you’ve appointment time and you wait for an hour then someone sees u”
“I have been coming to this practice for over 25 years. And all staff are good”
FEEDBACK
FROM PATIENTS
“Very good caring staff”
“Very professional, friendly and helpful”
“VERY WELCOMING FRIENDLY AND LOOK AFTER YOUR NEEDS, PLEASANT PEOPLE XXX”
“Everything is explained”
“My experience at the surgery was very good”
“I was seen on time for once”
“Very helpful with the service”
“She was professional, and also engaged with her patient”

16. FEEDBACK FROM PATIENTS
“Very welcoming and helpful reception and good doctors”
“It was a pleasant visit”
“High quality and fast service, professional staff”
“My nurse Pam was very professional and helpful. She took my bloods with minimal pain to me”
“Good service. Friendly helpful reception and medical staff”
“New administration team needed to ensure appointments actually get booked in!”
“Dr Sarwar was amazing…really understood my issue and dealt with it in a friendly pleasant manner. I am really impressed with DR S Sarwar people skills and knowledge”
FEEDBACK
FROM PATIENTS
“They were so good to me”
“All staff and doctors are very caring and polite”
“Sympathetic with my symptoms”
“All staff are friendly and doctors are excellent, great people skills. Keep up the excellent work”
“Both of the doctors were very good to me”
“I always get great care and attention whenever I visit and I never have to wait for long”
“My appointment with doctor was on time. I did not have to wait”

17. FEEDBACK FROM PATIENTS
“From my initial consultation my GP put my mind at rest about some skin tags, I had become increasingly embarrassed however he reassured me and promptly offered a minor surgery appt within 2 weeks”
“very efficient”
“Everything was on time”
“Excellent service as always. My GP listens to my concerns, explains his treatment plan and gives me the time I need”
“I find it difficult to see the GP I want as you can not normally app”
“There is no delay for any appointments with the nurses”
FEEDBACK
FROM PATIENTS
“My doctor is very understanding, helpful”
“Good service”
“Very good staff”
“The doctor was friendly relaxing and extremely helpful”
“Excellent”
“Very nice, helpful and friendly bunch”
“Doctor real nice and reassuring”

18. Our results Aug 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 16
NEITHER LIKELY OR UNLIKELY 4
UNLIKELY 3
EXTREMELY UNLIKLEY 1
DON'T KNOW

19. FEEDBACK FROM PATIENTS
“My health is getting better with my doctors care. Thank you”
“Walked in, seen in 2 mins”
“Politeness goes a long way”
“Dr Sarwar….amazing Dr who really cares and understands my health issues”
“Nurse was not approachable, did not feel comfortable to say your issues, when I walked in she didn’t even say hello, she just said, so what are we doing? I said excuse me, she said why are you here?”
“They are family to me”
“Appointment on time. Informative, helpful and extremely friendly and polite.”
“Hard to get an appointment”
FEEDBACK
FROM PATIENTS
“Dr Andrews is very sympathetic and supportive of any problems I have”
“The service is quick and efficient”
“Very caring Doctors”
“Wasn’t a long wait. Got seen on time. Got all I needed within appointment”
“Dr Andrews has such interpersonal skills. She listens to you and makes you feel as though she cares”
“Very satisfied with GP’s and reception staff at the surgery, always helpful and friendly”
“Rozina listened, this helped me immensely”

20. FEEDBACK FROM PATIENTS
“Dr Andrews is a good doctor and listens to me”
“Very nice friendly doctors and receptionists”
“Went to the GP when I was sick, I was told to go and buy pain tablets. The doctor said is only 40 pence, and I went to the GP again the other day I was told if I have other problems I was told to book another appointment. I nearly changed my gp”
“The nurse was lovely”
“Dr Jameel was excellent. Sincere and professional
“I couldn’t get an appointment but was able to get a call back from the doctors and managed to be seen on the same day”
FEEDBACK
FROM PATIENTS
“Good service. Was seen promptly close to the time given for the appointment”
“Doctor took time to listen and recommend best course of action to aid me to get back to myself”
“Absolutely excellent service”
“Lovely service”
“I don’t feel that my quality of life is being considered from one consultation to the next”
“Always friendly and helpful. Doctors are brilliant, been with them 27 years”
“Doctors appointment and services at this surgery is one of the best”

21. FEEDBACK FROM PATIENTS
“Dr Andrews is very good and all the staff are pleasant and very good”
“I am happy with them, they are lovely”
“The way the GP examined, was so polite and nice”
“The doctors in the surgery care about their patients. If they can’t fix something, you are then sent to the hospital”
“Quick, helpful,
polite staff”
“The whole practice is friendly, helpful and professional”
“Friendly, informative, & knowledgeable”
FEEDBACK
FROM PATIENTS
“All the time I get good treatment. Very happy with the service”
“Always get a quick and friendly service”
“The advice I received was good relating to my health”
“When I got to the reception, staff were talking about something else personal and they made me wait til they had finished their conversation which was clearly nothing to do with work. It then took me 20 minutes waiting to see the nurse until I asked reception staff to look for her. She said hello but never looked at me”
Excellent always.
Never have a problem”
“Fast and Friendly service”
“Very thorough and professional, extremely helpful”

22. Our results Sept 2017
Q. How likely are you to recommend our GP Practice to friends and family if they needed similar care or treatment?
EXTREMELY LIKELY 15
LIKELY 7
NEITHER LIKELY OR UNLIKELY 1
UNLIKELY
EXTREMELY UNLIKLEY 2
DON'T KNOW

23. FEEDBACK FROM PATIENTS
“Dr was efficient and made me feel comfortable”
“I find it very hard to go for smear tests but the doctor I saw made me feel less nervous. It’s the first time I saw her but she was great”
“Keep to appointments a bit better. I was seen an hour later than my appointment but if I came late I wouldn’t have been seen”
“Like the doctors”
“Helpful staff”
FEEDBACK
FROM PATIENTS
“Dr Andrews always sees me on time, is friendly and takes anything I say seriously which is a big thing for me”
“Pam is always helpful, insightful and friendly- makes a big difference to treatment”
“No good”
“The doctor I saw is very good”
“I had the help that I needed”

24. “Helpful staff and nurses”
“Although 20 minutes after appointment time, helpful, informative and caring. On a timer but I understand pressures”
“I am a full time worker who rarely calls ipon the NHS for help. To memory I’ve not seen a dr at this surgery in over a year. I called this morning as I have a genuine need to be seen by a GP only to be told there are no appointments and to go to a walk in centre. I’m LIVID given the fact I never abuse drs appts. Working full time mean I ensure that every appt I make, I keep. As stated I’ve not been to the surgery in at least a year, so expect to be seen by dr’s who know my history when I have a genunine need. Instead, I am having to go to a completely random GP who knows nothing about my medical history. NOT HAPPY.
“Efficient”
“Helpful staff and nurses”
“Very helpful, polite and friendly. Everything explained in plain English so I understood what was happening and why.”
FEEDBACK
FROM PATIENTS
“When I need an appointment I call up and they always say no appointments are available”
“Good Doctors”

25. Our results Oct 2017
Q. How likely are you to recommend our GP Practice to friends and family if they needed similar care or treatment?
EXTREMELY LIKELY 23
LIKELY 12
NEITHER LIKELY OR UNLIKELY 1
UNLIKELY 2
EXTREMELY UNLIKLEY
DON'T KNOW

26. FEEDBACK FROM PATIENTS
“Been with the surgery 16 years an no complaints”
“I say the staff is quite helpful, but the doctors need to see the patients mins only as patients get bored of waiting for a long time….plus have a playing area for the kids to keep them occupied...
I hope this has helped. Thanks”
“My Dr is very helpful”
“Dr Sinha is the most best understanding Dr”
“Dr Jameel is an excellent, professional and caring GP. We are very fortunate to have her at the Church Rd Surgery”
FEEDBACK
FROM PATIENTS
“All staff are pleasant and polite”
“Staff are always friendly and helpful”
“Good Doctor”
“Very good service on demand”
“Late running time of appointments”
“The team are amazing”
“Dr Sabena Jameel is very helpful, I always feel better when I see her”

27. FEEDBACK FROM PATIENTS
“All are friendly and I get care about my health”
“Doctor was taking calls about other patients while I was in the room and was very abrupt about myself and the reason I was there”
“When u have appointments they should see u with all problem not say u have a single app”
“Friendly and Helpful”
“The receptionists are always cheerful”
“Dr Andrews always sees me on time. Supports me a great deal and always very supportive and informative about my treatment and also about my sons health conditions”
“I love my GP Surgery and the service I receive from them is absolutely fantastic! Couldn’t ask for better doctors!!
FEEDBACK
FROM PATIENTS
“My GP always looks after me on my every appointment. I’m very thankful to all of my surgery doctors”
“Good Service”
“Dr Sinha is very professional and understanding”
“Dr Sarwar is rude and unhelpful”
“The team are amazing there”
“Easy to see on time, no problems discussing”

28. Our results Nov 2017
Q. How likely are you to recommend our GP Practice to friends and family if they needed similar care or treatment?
EXTREMELY LIKELY 14
LIKELY 9
NEITHER LIKELY OR UNLIKELY 2
UNLIKELY 1
EXTREMELY UNLIKLEY
DON'T KNOW

29. FEEDBACK FROM PATIENTS
“He was really polite and done his job extremely well”
“Dr Sarwar was rude I said I had 3 or 4 issues I came in for he said I only got 10 mins and seemed in a rush even though he saw me 20 mins later than my appt. I waited 2 weeks and this is the service you get”
“Dr Andrews best doctor ever”
“Service was delivered with care”
“Its convenient and helpful for emergencies”
FEEDBACK
FROM PATIENTS
“Less waiting time”
“Didn’t have to wait. Service was prompt and professional. The receptionists were very courteous and helpful. The overall experience has been amazing.”
“The GP that attended to me was really friendly, she listened to all I have to say, and explained in details the options of treatment, really pleased”

30. FEEDBACK FROM PATIENTS
“Dr Jameel gave a very detailed explanation of my symptoms so I could understand and made me feel at ease”
“The nurse who attended to us was very friendly. And the receptionists are good too”
“Friendly staff”
“They’re really good, I’m really happy with my new GP”
“Good response from doctor and ready to listen rather than being bossy. The female Doctors are wonderful.
FEEDBACK
FROM PATIENTS
“Nothing is too much trouble”
“My Dr Andrews is the best doctor, she sees me on time and doesn’t treat me like an idiot”
“Pleasant friendly and professional service”
“Was seen almost an hour later than the appointment time”

31. Our results Dec 2017
Q. How likely are you to recommend our GP Practice to friends and family if they needed similar care or treatment?
EXTREMELY LIKELY 16
LIKELY 7
NEITHER LIKELY OR UNLIKELY 2
UNLIKELY
EXTREMELY UNLIKLEY
DON'T KNOW

32. FEEDBACK FROM PATIENTS
“Nice employees”
“I feel my health is very well monitored and can rely on support when required”
“The Dr was excellent”
“Keep to schedule”
“Dr Andrews is an excellent caring and professional GP”
FEEDBACK
FROM PATIENTS
“Dr Jameel is so understanding and lovely to talk to”
“Very kind and patient”
“Excellent Care”
“Good female staffs”
“20 mins late for appointment”
“Short waiting times and Dr Sarwar was really nice and professional”

33. FEEDBACK FROM PATIENTS
“I think the doctors are different from one another. Some are excellent, some not”
“Nice Doctor”
“Open later to accommodate those who work”
“Never had any problems with the practice”
FEEDBACK
FROM PATIENTS
“Good Service”
“I am always seen on time by Dr Andrews, she is a great doctor! She has never rushed me and always makes sure I’m satisfied with everything before I leave her surgery. The reception staff are brilliant, always very welcoming. Thank you all.”
“Lovely pleasant experience with a very nice Doctor.”
“Best doctor surgery in Birmingham”

34. Our results Jan 2018
Q. How likely are you to recommend our GP Practice to friends and family if they needed similar care or treatment?
EXTREMELY LIKELY 19
LIKELY 5
NEITHER LIKELY OR UNLIKELY 2
UNLIKELY 1
EXTREMELY UNLIKLEY
DON'T KNOW

35. FEEDBACK FROM PATIENTS
“The waiting time”
“Excellent service and staff”
“The doctor made me feel very comfortable to what I thought was going to be a very delicate matter”
“Was able to get an emergency appointment straight away”
“Dr Sarwah very pleasant and listened sympathetically ”
“First time I've had a hypertension check with your pharmacist, it was very good experience”
“The doctor and nurse very helpful and supportive”
FEEDBACK
FROM PATIENTS
“The doctors say they only get ten minutes per person which is not right because sometimes explaining problems to the doctor takes time is way the doctors don’t check up properly because they’re in a rush”
“Very professional and caring”
“My GP is looking after my health very well”
“Very friendly and always listen”
“Appointment availability, friendly staff, on time reminders”

36. FEEDBACK FROM PATIENTS
“Usually have a positive experience”
“Dr Andrews gave me all the time I needed at my appointment. She listened to what I had to say about my health condition. I did not feel as if I was rushed in and out of the room”
“No interest towards patient, don’t listen, no care like we used to get. Not impressed at all. They rush you.”
“Friendly and Efficient”
“Doctor was really helpful”
“Some doctors explain things better than others”
“Lovely Doctor, listen to you. Makes you feel at ease”
FEEDBACK
FROM PATIENTS
“Very good service, no waiting around ”
“purely because of the care and attention to detail provided by Dr Edwards (Andrews)”
“They just cancelled my appointment 15 minutes before my appointment when I was on my way to surgery for an appointment with the nurse”
“Appointments never run on time. Confidentiality is sometimes questionable. Staff at reception lack customer service skills. Drs communication skills can be improved. I appreciate they need to input data but u can have some eye to eye contact with your patients.”
“Very thorough and caring doctor”

37. Our results Feb 2018
Q. How likely are you to recommend our GP Practice to friends and family if they needed similar care or treatment?
EXTREMELY LIKELY 19
LIKELY 17
NEITHER LIKELY OR UNLIKELY 1
UNLIKELY
EXTREMELY UNLIKLEY 2
DON'T KNOW

38. FEEDBACK FROM PATIENTS
“Dr Sarwar wasn’t helpful following phone consultation”
“Friendly, efficient”
“Very friendly, efficient helpful”
“It was a pleasant experience, the nurse was such a caring person and took the time to see how I was on a day to day basis”
“Lovely doctor listen and helpful”
“All the staff and doctors are dedicated to helping, they are friendly efficient and explain in detail”
“It’s pretty good here, friendly staff and doctors, caring and very helpful”
“Happy and friendly people”
FEEDBACK
FROM PATIENTS
“One of the best surgeries I’ve used”
“The doctors just do not care at all. Absolute nonsense. Go to see a doctor as a last resort and come back exactly the same as if you haven’t been. They act like they’re the ones paying for your prescription”
“Helpful, efficient, friendly”
“I was treated with respect on my visit”
“Friendly”
“Always sympathetic”
“In my opinion, Dr Jameel is the best doctor they have a Church Road Surgery”

39. FEEDBACK FROM PATIENTS
“Good Service”
“Friendly staff and doctors”
“Extremely good service”
“Appt on time”
“Its hard to get a good doctors nowadays. So I would recommend”
“Doctors always listens to what I have to say, also reception staff friendly.”
“Always pleasant”
“My first appointment was positive.. Gp listened I had to say and took immediate action”
“Great service”
FEEDBACK
FROM PATIENTS
“Receptionist deal very good on the phone but I never ever get the appointment on time even when I need it seriously”
“Appointment on time”
“I like it”
“I was sent to my drs for a second opinion. When I saw her, I thought it was a waste of time”
“Good service”
“Staff professional. Doctors listen to you, are understanding and caring”

40. Our results March 2018
Q. How likely are you to recommend our GP Practice to friends and family if they needed similar care or treatment?
EXTREMELY LIKELY 20
LIKELY 12
NEITHER LIKELY OR UNLIKELY 1
UNLIKELY
EXTREMELY UNLIKLEY 2
DON'T KNOW

41. FEEDBACK FROM PATIENTS
“I waited for an hour and half after my appointment time. Other came after me and was seen before me”
“Treated like a human being, with respect and kindness”
“Being seen on time”
“Excellent Dr. Took time to listen to what I was saying about my condition. Asked how I was feeling & if the treatment I was already receiving was helping me. Discussed mu ongoing treatment to see if I agreed. Very caring and professional. Didn’t feel like I was being rushed or fobbed off with a prescription”
“My GP sits and listens to me which I thought was very good. Before I am talking with my GP’s back turned to me while typing on the computer”
“Fabulous Service”
“The dr is doing his best to find out what is wrong with me”
FEEDBACK
FROM PATIENTS
“I was given the wrong date for my appointment so was given a diff appt with diff doctor. I was then kept waiting for 40 mins to be told when asked how much longer that the doctor was now doing the triage call and was then seen by a diff doc. Not the usual standard from the practice on this occasion”
“Good Surgery with good doctors and nurses”
“Good efficient and caring service! Much appreciated”
“Very good”
“Staff and doctors are very caring. They are fully concerned with our health”
“I like to attend the surgery early in order to go to work afterwards”

42. FEEDBACK FROM PATIENTS
“Always have to wait, my appointment was 10 o’clock, not seen until 10:30, always happens”
“Everybody is so friendly and polite”
“Timely appointment and good check up with required tests”
“I think Dr Andrews is a very good doctor and very thorough”
“Well listen and dealt with my needs”
“Compassionate and patient focused surgery. All staff”
“Couple of Brilliant drs that work here”
“All good”
“You book an appointment but when you’re at the surgery then you’re told sorry you wasn’t booked with me. On top of that doctors tell you some medicines for kids we should buy off the counter. Now why should we buy off the counter when medicine is free for kids. I feel the level of care we should be getting from doctors these days is not there anymore. Sorry if you don’t like my answers but that’s how I feel now”
FEEDBACK
FROM PATIENTS
“The doctor I saw was very good and seen me quick. She was very helpful”
“Dr Andrews is the best”
“My appointment was at 10:20am, I was there on time and wasn’t seen until 11:45am. This happens on a regular basis, plus the waiting room windows can’t be opened for better ventilation”
“Dependable, friendly, helpful and reliable service”
“Great Service from nurse Angela and Dr Jameel”
“It’s my doctors for years. Always pleased with it”