Friends & Family March 2025 Posted or Updated on 3 Apr 2025

The Friends and Family Test is a simple and quick way for you to provide feedback on the care and treatment you receive at our practice. Your response helps us understand what we are doing well and where we can improve, ensuring we provide the best possible service to all our patients. Your feedback is invaluable, and we appreciate your participation.

After your visit, you will be asked the question: "Thinking about your GP practice, overall, how was your experience of our service??"

Last month (March 2025), 67 patients responded to our Friends and Family questionnaire. The majority of respondents expressed a positive likelihood of recommending our practice to others. Here's a summary of the responses:

• Very good : 38 patients (approximately 57%) indicated they are extremely likely to recommend our practice, highlighting a strong level of satisfaction with the services provided.
• Good : 20 patients (approximately 30%) responded that they are likely to recommend our practice, further demonstrating a positive perception among our patients.
• Neither Likely nor Unlikely : 5 patients (approximately 7%) were neutral in their response, suggesting room for improvement to enhance their experience.
• Poor : 1 patient (approximately 1.5%) indicated they are unlikely to recommend our practice, pointing to specific areas that may need attention.
• Very Poor : 1 patient (approximately 1.5%) expressed they are extremely unlikely to recommend our practice, which we take seriously and will investigate further.
• Don’t Know : 2 patients (approximately 3%) were unsure, indicating a need for clearer communication or engagement.

Overall, the feedback reflects a predominantly positive experience among our patients, with a significant majority willing to recommend our practice. We are committed to addressing the concerns of those who were less satisfied to ensure continuous improvement in our services.

Patient Feedback Summary

The comments that were received, provided valuable insights into the strengths and areas for development in our services. Below is a summary of the key themes and figures from the feedback:

• Positive Feedback :
  • 80% of comments (approximately 39 comments) praised the staff for being friendly, helpful, and professional. Many patients appreciated the prompt and efficient service provided by the reception and nursing staff.
  • 70% of comments (approximately 34 comments) highlighted the effectiveness of the eConsult system, with patients noting quick responses and timely appointments.
  • 60% of comments (approximately 29 comments) expressed satisfaction with the overall service, mentioning thorough clinical reviews and good communication.
• Areas for Improvement :
  • 20% of comments (approximately 10 comments) mentioned difficulties in accessing a doctor or making appointments. We understand these concerns and would like to explain that using eConsult helps us provide safe and efficient care for our patients. The eConsult system allows us to guide patients to the right care by triaging their needs and ensuring they receive the most appropriate advice or treatment. This system helps us manage our resources effectively and ensures that patients with urgent needs are prioritised.
  • 10% of comments (approximately 5 comments) noted concerns about the lack of personal touch and delays in responses. We are continuously working to improve our response times and enhance the personal touch in our communications.
  • 5% of comments (approximately 2 comments) raised issues with specific doctors, mentioning a lack of empathy or dismissive behaviour. We take this feedback seriously and are committed to addressing these concerns through staff training and development.

Thank you for your willingness to share your experience with us. Should you want to provide more detailed feedback, please use the Feedback section of our website. Rest assured, all feedback is reviewed by a member of our management team and actioned appropriately. Your input is invaluable in helping us improve our services. Once again, thank you for sharing your thoughts with us.

Take the test here - Friends And Family Test - Latchford Medical Centre