Patient Feedback: What did over 800 of you tell us?
Using the NHS Friends and Family Test, 818 patients told us about their experiences as patients at JHP across February and March.
Six-hundred and four people described our service as Very Good, with another 132 calling it Good.
This gives a total positive rating for the two-month period of 90%.
Our 5-year average from 9,314 reviews stands at 92.2%
What you told said
Here’s a summary of what you told us:
- Fast and Efficient: Many of you told us how much you appreciate the quick responses from our team – often within minutes.
- Helpful and Compassionate Staff: You praised our doctors, admin team and reception staff for being caring, kind, and professional.
- Convenient Access: Our online system is helping you contact us easily and at a time that suits you – especially for routine queries and repeat prescriptions.
- Time-Saving: Lots of you like that you don’t need to come in for every issue. Many problems can now be sorted by message or phone, saving both your time and ours.
- Better for Some Working Patients: Being able to message us during the day or outside phone hours is helpful – particularly for those who also work in healthcare or have busy schedules.
And here are some issues patients raised, and our responses:
- Some patients find it hard to use the system: We know online systems won’t be the best for everyone, that’s why you can always phone. We use askmyGP because it is a much simpler system than some online consultation tools. We’ve also made video guides to help – take a look at our How To section on the Appointments page.
- Are online systems difficult for older people? Some patients said that, while they appreciate using our online system, they wondered if it would be difficult for older people. The option to call will always be there, but it might be interesting to know that, of the most recent 800+ pieces of feedback, more than 40% were from people over 60. Nearly 15% came from patients in their 70s, and 4.5% from people aged 80 and above, including a 92 and 98-year-old.
- Continuity of Care: Some patients mentioned how important it is for them to see the same Doctor, and we understand this can be a priority for you. askmyGP allows you to see the GP team’s rota, so you can decide if you’d rather wait to contact your preferred Doctor, or ask another of the team to help you sooner.
Your Quotes
Praise for the Team
The Friends and Family Test
The test asks people to rate their likelihood of recommending an NHS service to their friends and family based on their most recent experience.
You might receive a text message with a link to express your thoughts after your appointment, fill out a paper form in practice or wherever you have been seen, or complete the Friends and Family form on our website.
The test is used throughout the NHS to give a consistent indication of how patients view services.
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.