04/06/2026
We want to thank everyone who has taken the time to share feedback through the Friends & Family Test in March 2026.
Whether your experience was positive, frustrating, or somewhere in between, your comments help us understand what it’s really like to use our services. We truly value that honesty.
This update shares what you told us, what we’ve already changed, and what we’re still working on.
When you reach us, this is how you said it feels:
Many of you told us that once you speak to one of our team, you feel:
listened to
treated with kindness and respect
reassured by clear explanations
supported, even when you’re worried or unwell
Some of the things you said were:
“The nurse was lovely and very helpful.”
“The doctor took time to explain everything and put me at ease.”
“I felt like I actually mattered.”
Many patients also took the time to name people who made a positive difference, including doctors, nurses, reception and care navigation staff.
You mentioned colleagues such as
Dr Khan, Dr Goddard, Dr Wallace, Dr Hartley, Karen Towler, Jo, Diana, Ella and Joanne, and many others – describing them as kind, professional, calm and reassuring.
We’re really proud of this feedback. Feeling cared for and respected should always come first.
How care is being given:
You told us that good care isn’t only about treatment — it’s also about feeling safe and informed.
Many of you commented on:
thorough checks
knowing what was going to happen next
being given time to ask questions
being followed up when needed
Comments included:
“The GP was very thorough.”
“Everything was clearly explained.”
“The doctor went above and beyond.”
This tells us that care is being delivered carefully and thoughtfully, even during busy periods.
Where things haven’t always worked as well:
You were also open about what’s been hard — and we want you to know we hear this.
You told us that:
it can be difficult to get through on the phone
waiting for appointments or call‑backs can be stressful
cancelled or incorrect appointments are frustrating
being asked to attend a different site can be difficult, especially if you don’t drive
We understand how worrying this can be, particularly when you’re already feeling unwell.
What we’ve done to try and improve things:
Because of your feedback, we’ve been focusing on making it easier and quicker to get help, especially at the start of your journey with us.
We have been working on:
getting back to patients more quickly after same‑day requests
improving booking so you can see a clinician who knows you where possible
reducing the need to rebook when systems have problems
being clearer when there are delays or changes
We’re beginning to see the impact of this:In March, more patients told us they were contacted quickly, felt reassured on the same day, or felt supported even when they didn’t need to be seen immediately.
Overall, 87% of patients rated their experience positively, an improvement on February’s 84.6%.
What we’re still working on
We know there are still areas we need to improve, including:
phone access at busy times
appointment timescales
communication around results or prescriptions
We won’t pretend these issues are fully fixed. But we are committed to continuing to work on them — and keeping you informed as we do.
How your feedback leads to change
Your comments don’t disappear into a system.
Feedback is reviewed regularly by clinical and operational teams who look together at:
what’s working
what’s not
what we can do differently
We check whether changes are helping by looking at future feedback, including May’s Friends & Family responses, we keep adjusting as we go.
This helps us make improvements that are safe, practical and focused on what our patients are telling us.
Thank you
Healthcare works best when patients and staff learn together.
By sharing your experiences, you help us:
recognise what we’re doing well
understand what feels difficult
keep kindness, safety and respect at the heart of care
Thank you for taking the time to tell us about your experience.We really are listening — and we’re doing our best to act on what you’ve told us.
