“I felt listened to and understood” – your feedback from September
Thank you to everyone who took the time to share feedback with us in September.
340 patients shared their experience with us.
Overall, 92% rated their experience as Good or Very Good, with almost three quarters choosing Very Good.
But the numbers only tell part of the story. Your comments help us understand what is working well, as well as where we can make things better.
⚡ Quick responses make a big difference
Speed was one of the clearest themes in this month’s feedback.
Patients told us they valued getting a quick response, being offered an appointment promptly and having prescriptions dealt with quickly.
“Problem dealt with within hours which reduced my anxiety a lot.”
“Completed a request and had a face to face with a doctor in under 2 hours. Exemplary.”
“Incredibly speedy response, especially as you were very busy. Repeat prescription both issued by doctor and filled by pharmacy on day of request!”
“I’m very grateful for this service and for the quick responses from the clinicians.”
For some people, a quick response is about more than convenience. It can also reduce worry when they are waiting for help or advice.
👩⚕️ Feeling listened to matters
Many of the comments this month were about the quality of the care patients received, rather than simply how quickly they received it.
Patients described doctors and other staff as helpful, kind, reassuring and empathetic.
“Good discussion with the doctor, felt listened to and understood. I was given time to discuss all concerns.”
“Compassionate care during a distressing time, I’m incredibly grateful for this service.”
“Kind and gentle doctor was excellent with my 18m old. Thank you for the prompt and sensitive service today.”
One patient summed up the combination of good communication and clinical care particularly well:
“Thank you to Doctor Radcliffe who saw me this week. Her manner and clarity of approach brought me optimism and a sense of agency in managing my problem.”
💻 Online contact is working well for many people
A number of patients told us that they find online contact quick, straightforward and easier than trying to get through by phone.
“I usually get anxious with the difficulty of booking a doctors appointment but Jesmond make it so easy and straightforward.”
“Super efficient, simple and accurate. A great example of efficiency and supporting people who work.”
“Much prefer this system.”
We also heard from people who like being able to include information or photographs in their request, and to arrange an appointment through messages.
For people who work, being able to contact the practice without having to make a phone call can make a real difference.
The numbers
340 patients responded to the Friends and Family Test in September.
| Rating | Number of Patients |
|---|---|
| ⭐️ Very Good | 243 (71.47%) |
| 👍 Good | 471 (20.88%) |
| 😶 Neither Good nor Poor | 11 (3.24%) |
| 😕 Poor | 6 (1.76%) |
| 🙁 Very Poor | 8 (2.35%) |
| 🤷 Don’t Know | 2 (0.29%) |
So 314 out of 340 responses – 92.4% – were Good or Very Good.
There were 14 Poor or Very Poor responses, alongside 11 responses in the middle.
Thank you for telling us what you think
The majority of September’s feedback was very positive, and we are grateful to everyone who took the time to tell us what went well.
We also value the comments about what didn’t work. Feedback about online access, telephone contact, prescriptions and clearer information helps us understand where patients can still have a difficult experience.
We can’t always change how a service works straight away, but we can listen, look at the issues you raise and use your feedback to help us improve.
Thank you for taking the time to share your experience with us.
Other ways to share your feedback
In addition to the Friends and Family test, there are other ways to share your thoughts about your experiences with us.