Friends and Family Test Results

Very good

I’m happy with service

Poor

F2F appointments are rarely ever available even if you call at 8am on the day – we are told all appointments are booked up for that day, even if you are at the beginning of the queue!! Which means we have to settle for telephone consultations and for myself I hoped to have F2F consultations due to the nature of my problems.
Staff can also be rude and unhelpful

Offer more F2F appointments.
Training for staff on how to deal with patients

Very good

Good response

Good

Very poor

There has been a consistent failure in communication, with multiple emails and calls going unanswered. Accessing essential documents like my fit note has been unnecessarily difficult, causing undue stress and further complicating my medical situation. The practice has shown a lack of urgency in addressing important medical requests, despite the clear impact on my well-being.

Additionally, the lack of transparency in the process and the inadequate support in addressing my medical needs are significant concerns. Despite my ongoing issues, reasonable adjustments have not been properly considered, which is causing further strain. Furthermore, I have received conflicting and unclear information from staff, contributing to unnecessary confusion.

This level of service does not meet the duty of care expected of a healthcare provider and falls far below the standard that patients deserve. It raises serious concerns regarding patient care and compliance with the Equality Act 2010. Immediate improvements in responsiveness, transparency, accessibility, and patient support are urgently required to ensure that patients receive the care they need without unnecessary barriers or distress.

Overall, there are several areas where improvements could have made a significant difference:
• Communication and Responsiveness: I experienced long delays and often received no response to my emails and phone calls. Prompt and clear communication would have reduced my stress and ensured that urgent issues were addressed in a timely manner.
• Accessibility to Essential Documents: I encountered difficulties accessing my fit note, including being locked out of the system due to too many attempts. Offering alternative methods or clearer guidance for accessing these documents would be very helpful.
• Clarity and Consistency: I received conflicting information from staff, which only added to my confusion and distress. Clear, consistent, and transparent communication would improve the overall patient experience.
• Adherence to Patient Care Plans: My patient care plan, which was discussed when my care was transferred to the practice, was not adequately followed. Ensuring that all staff are aware of and adhere to individual care plans would greatly enhance patient support.
• Reasonable Adjustments: I feel that my specific needs, particularly related to my mental health, were not fully accommodated as required under the Equality Act 2010. More flexible procedures for patients with mental health challenges would be beneficial.

Addressing these issues would significantly improve the quality of care and support provided, ensuring patients feel heard, respected, and adequately supported.