Our Patients’ Feedback: Friends and Family Test
We regularly ask patients to complete the NHS Friends and Family Test (FFT) to tell us how they feel about the care they receive at the practice.
This page gives a simple overview of what patients are telling us and how we use that feedback to improve our services.
What is the Friends and Family Test?
The Friends and Family Test is a short NHS survey that asks:
“Overall, how was your experience of our service?”
Patients can choose from:
- Very good
- Good
- Neither good nor poor
- Poor
- Very poor
- Don’t know
There is also space for people to add comments about:
- What went well
- Anything they feel could be improved
All responses are anonymous.
How often do we review the results?
We review feedback every month and:
- Look at the overall scores
- Read patient comments
- Identify recurring themes, both positive and negative
- Share a short summary with our staff
This helps us understand what is working well and where patients feel things could be better.
Recent feedback from our patients
Overall experience
In recent months, the vast majority of patients have rated their experience as “Very good” or “Good”.
For example:
- In October 2025, around 95% of patients rated their experience as “Very good” or “Good”.
- In November 2025, around 92% of patients rated their experience as “Very good” or “Good”.
This means most patients are happy with the care they receive from the practice.
What patients tell us is working well
Across the feedback, patients often say they value:
- Kind and caring staff – including nurses, doctors and other team members
- Feeling listened to and treated with respect
- Clear explanations about their health, treatment and next steps
- Professional, reassuring care during appointments
- Efficient and well-organised clinics, including blood tests and nurse-led services
We share this positive feedback with our team so they can see the impact of their work.
What patients would like us to improve
Some patients tell us they find certain parts of the system more difficult, including:
- Getting through on the telephone, especially at busy times
- Booking appointments at a time or date that suits work or caring responsibilities
- Understanding why certain rules exist, such as limits on what can be discussed in a single appointment
- Occasionally feeling that appointments are a little rushed
We use this feedback, alongside other information (such as demand, staffing and capacity), to plan improvements where we can.
How we use your feedback
Your comments help us to:
- Recognise what is working well
- Identify areas where patients are having a harder experience
- Support training and service development
- Monitor changes over time
We cannot always change everything, but we do read and discuss the feedback each month, and it is an important part of how we plan our services.
Thank you
Thank you to everyone who takes the time to complete the Friends and Family Test.
Your feedback helps us understand your experience and supports us in continuing to improve the care we provide.