FF&T Results

NHS Friends and Friends Test

July 2020

90% of patients would recommend us

Thank you to the 56 patients who completed the Friends and Family test last month.  These patients were asked if they would recommend Blyth Road Surgery to their friends and family and these were the results:

Extremely Likely88%
Extremely Unlikely7%
Don’t Know2%

 We are listening to your feedback

You’ve been giving us feedback on your care and treatment. You told us:
During the period January to December 2018, we had 2666 responses to our Friends & family survey and 91% of patients  stated they would recommend us to others.Many patients commented on how friendly and helpful staff were from Reception to Clinical Staff. However, you told us you didn’t like having to come down to surgery at 8am to get a same day appointment and many patient commented on this to the Reception staff.During 2018, 108 patient responded to the GP Practice Survey sent out externally to patients.  Only 58% of respondents said they find it easy to get through to the GP practice by phone.Although just above the national average, only 63% of patient said they were offered a choice of appointment, which we would like to improve.
We’re listening and this is what we’re doing:
We have had an extra 4 telephone lines installed.  Patients now ring on one number (01709 812827), two lines are answered and four are put in a queue.  We ask that patients only phone for other enquiries such as for results and insurance report queries after 11am to free up phone lines for patients trying to make appointments first thing in a morning.We have now changed the system so appointments can only be booked over the phone between 8 – 8:30am.  We think this offers all patients the same opportunity to book an appointment and enables Reception to answer the phone calls quicker so you are not kept waiting as long on hold.  As we are now doing Care Navigation, it is also better for confidentiality. We now have evening and weekend appointments available at various hub surgeries, including Dinnington, Broom Lane, Magna and Kilnhurst.  Care Navigation also enables Reception staff to book you into to see a Physiotherapist for any musculoskeletal problems or a Pharmacist for medication reviews or medication queries.  The addition of these appointments should increase the percentage of patients offered a choice of appointment.