Friends and Family Test - May 2023 Summary

From 1 November 2015, if you visit your GP practice you will be asked about whether or not you would recommend your GP surgery to your family and friends, if they need similar treatment or care.

Learn more about the Friends and Family Test

Report Summary

Patients Surveyed: 246
Responses: 98

SMS - Autopoll

• Very Good - 71%
• Good - 14%
• Neither Good nor Bad - 5%
• Poor - 6%
• Very Poor - 1%
• Don't Know - 1%

Summary Scores

• Good - 87%
• Poor - 7%
• Neutral - 6%

Practice Scoring

1. Display the 'Recommended' score and percentile for current reporting month.
2. Score calculated as per NHS requirements. See scoring guidance section.
3. Percentile represents how your 'recommended' score compares to all other practices managed by iPLATO. Your score of 30th percentile means your practice scored above 30% of all practices.

Practice Score: 'Recommended' Rank

• Your Score: 87%
• Percentile Rank: 30TH

Practice Score: 'Recommended' Demographic Analysis

1. Scores for current reporting month.
2. Score calculated as per NHS requirements. See scoring guidance section.

Thornhills Medical Practice Age Demographic:

• Under 25s - 84%
• 25 - 65 - 89%
• 65+ - 92%

Thornhills Medical Practice Gender Demographic:

• Male - 89%
• Female - 85%

Practice Score: Day of the Week Analysis

1. Practice performance by Day of the week. Represents actual score for all 'days' during reporting period.
2. Score calculated as per NHS requirements. See scoring guidance section

FFT Score %

• Monday - Recommended - 90% / Not Recommended - 0%  
• Tuesday - Recommended - 90% / Not Recommended - 10%  
• Wednesday - Recommended - 100% / Not Recommended - 0%  
• Thursday - Recommended - 90% / Not Recommended - 5%  
• Friday - Recommended - 80% / Not Recommended - 10% 

Patient Response Analysis

1. Total responses historic by day.
2. Represents actual responses received from all methods.
3. Responses classified as per NHS guidelines. See scoring guidance section.

Responses

Recommended

• 02/05 - 40
• 04/05 - 15
• 05/05 - 10
• 09/05 - 15
• 11/05 - 10
• 12/05 -1
• 15/05 - 5
• 17/05 - 1
• 22/05 - 1

Not Recommended

• 02/05 - 6
• 04/05 - 1
• 05/05 - 1
• 09/05 - 3
• 11/05 - 0
• 12/05 - 0
• 15/05 - 0
• 17/05 - 0
• 22/05 - 0

Passive

• 02/05 - 3
• 04/05 - 0
• 05/05 - 0
• 09/05 - 0
• 11/05 - 1
• 12/05 -0
• 15/05 - 1
• 17/05 - 0
• 22/05 - 0

Patient Free Text Comments: Summary and Detail

1. Free Text Comment received for current reporting month.
2. Classification based on initial response to Q1 rather than content of message.
3. Legend: Consent to publish comment / No consent to publish comment

Recommended

• The lady I saw this Morning was so accommodating in taking my bloods, blood pressure etc this Morning and also advising me as well on the BP.
• I have never had a problem contacting the surgery & have no problems getting a telephone consultation or a face to face appointment. At the moment I am seeing the nurses regularly for a wound dressing & find them all friendly & efficient.
• Nurse was skilled and professional. Appointment was on time.
• Doctor was fantastic
• The nurse was helpful and kind.
• I had to wait beyond the allotted time otherwise all was good.
• I actually got an appointment on the day (but did have to queue outside at 7:30) and got to see Dr Gilmore.
• Received phone back call, offered an appointment today, saw practitioner
• The nurse was polite, caring and efficient.
• Very professional and listened to my issues
• I was quick to get an appointment but didn't feel the doctor was very thorough
• Because my GP and Reption was very good
• Tanya was thorough, cheerful, helpful and efficient. Not necessarily in that order.
• The nurse I saw was lovely, and checking in was easy
• I managed to get an appointment on the day I phoned. Booked in on check in machine. Saw the dr, lovely pleasant lady, explained my symptoms she checked me over talked me through some things and prescribed pain killers
• Ease of registering my arrival. Clean, tidy and well ordered waiting room with plenty of seating. Excellent signage leading you around the building & of treatment rooms with nurses or Drs names clearly labelled on each door. Also, access around the building is easy with plenty of room for patients with mobility problems.
• I am very pleased with my treament, I felt very comfortable with doctor and nurse
• Was seen on time even slightly earlier Paramedic was excellent did all relevant checks and advice
• Very efficient and friendly appointment
• Saw me at short notice and diagnose quickly
• I gave my answer as this was my experience.
• It was much better than usual Making an appointment wasn't as frustrating
• The nurse was incredibly good, and the receptionists were very kind
• The nurse was very kind. I felt listened to, and she acted on any concerns or fears l had and made the appointment a positive experience.
• Telephone consultation and appointment all on the same day that I called!!
• Dr Gilmore very thorough during appointment
• Because I felt the whole experience was very reassuring and gave me confidence that the doctor understood my concerns
• The diabetic nurse who is seeing me is very helpful
• Because you are very helpful
• Always provide a professional service and always polite
• Very knowledgeable Dr. Pleasure to meet. Feel at ease.
• Very quick efficient service.
• We only moved to area 10 months ago every time we have had an appt we were greeted 
• Got an appointment same day. Waited 5 minutes to see Stuart the Paramedic. Got what I needed. Longest wait was in the pharmacy!! Well done Thornhill.
• Nice receptionist
• Doctor was very helpful and made necessary referrals felt listened to - I find it easy to get an appointment with on the day calling/ queuing
• Can never get appointments
• It remains difficult to get an appointment in morning and afternoon. However we do tend to get an appointment which is important as it is mainly for my child who has been unwell a lot. We have never been made to feel a burden and have always been happy with the experience with staff.I know it's stretched and appreciate it's difficult for the surgery but I have mentioned before more investment is needed in staff such as Advanced Practitioners (Nurses or Paramedics) or trained up Assistant Practitioners. Weekend appointments need to be available to alleviate pressures during the week and also A&E services.
• No problem with getting my appointment, although I waited nearly 2 weeks but it was non urgent so was happy with that, Dr Sands is so nice and easy to talk to and very thorough. Ni complaints from me
• I can walk into surgery ask for either a phone call or face to face appointment and get one . Gp listens and has acted on my problem referring me for scan , consultant and prescribe medication. I consider this good treatment post covid .
• Dr Pink is a fabulous doctor. Very polite, welcoming, helpful and nothing is too much trouble. I felt listened to and my concerns were dealt with. I didn't haveto wait long. Surgery was very clean.
• Call back was quick and appointment made, felt listened too in appointmeny, am happy with advised bloods and samples tests so feel like I will feel issue will be resolved
• Desk staff were polite and obliging. The doctor was amazing. Empathetic and willing to work on diagnosing my issues. A far cry from a visit I had some time ago, when it was suggested I consult Google!.
• I have V good service by G P staff all year with my leg dressings and I N R tests with no problems with appointments and service of all staff.
• The appointment was fine and on time. The only issue is it takes so long waiting on the phone to be able to actually book an appointment.
• The service is good
• I was seen on time and the nurse was very helpful
• I had a little wait which I understand but from there I was treated very efficiently and kind
• The phlebotomy was very professional and compassionate. The appointment was on time.
• Care and understanding
• Ladies in reception and great nurses.
• It took me a few phone calls where I hung on for ages before I got an appointment, but the appointment itself went OK and I wasn't waiting for very long so all in all it was OK, it was just getting the appointment in the first place that was the problem.
• Dr Gilmore excellent doctor appointment not rushed.
• Because he was very polite and made me feel at ease
• Got an appointment same day. Doctor was helpful. Staff were friendly.
• Because the doctor I saw this morning Dr Nish was approachable, understanding and caring. Which is a first in a long time
• To make the service better with good feedbacks.
• Very good 10out10 very good.
• Fantastic medical practice
• Politeness of reception speed of being seen and opportunity to be seen in person
• Today I was fitted in and given an appointment even though I hadn't called to book without any hesitation as I was having a fairly significant difficulty.My GP was just absolutely amazing. So understanding and I felt like I was genuinely cared about.It means a lot when going through a tough time
• Over the past 31 years as a patient i have always had very good service at Thornhils Medical Practice, no complaints or problems.
• Service excellent, but we are still using pen and paper for recording health details when most people have access to digital media.
• App on time. Nurse, dealt with my dressing quickly. Made my nextv appointment and then I left.Quick service
• Phlebotomist was very proficient
• The receptionist was very helpful and Doctor Pink is very kind and helpful
• Staff were efficient and friendly

Not Recommended

• This was based on receptionist attitudes. One or two are fine and polite. The others are rude and abrupt.i worked for a gp surgery for over 20 years and we would never have got away with the way they speak to patients. They forget you hear every word while waiting on reception. Also answering calls on reception is wrong. And if they have to then train then not to repeat people's names etc out loud.
• Sorry should have been 1 very good (excellent) on your text mistake because way it was numbered e.g 5 should stand for 5 STAR
• Booked a phone call never happened this morning still waiting to get thou 35 mins to ask
• Why did you ask me?
• First appointment this week apparently didn't exist. Was for next week. Hmm Another appointment URGENT was cancelled this morning. Only because I made a fuss one was amazingly found at 2pm or I would have had to wait another week. I'm trying to start a family, already gone private for a few things and I am dreading when I conceive to use this surgery. Miss our old surgery back in Orpington with such a heavy heart.
• I arrived for a blood test to be told the nurse was unwell. Whist making a new appointment, the came to get me. The receptionist said "she kooks unwell". Off she went.

Passive

• The initial appointment was for a blood test and subsequent review two weeks later. I had the blood test but when I went to make the review appointment I was informed that the dates were only available up to 10th May. This job means that I have to phone next week to try and book an appointment for the required two weeks later.
• I had to wait for an hour not go at waiting
• Couldn't make an appointment for something I've been asked to come in for

Published: Jun 1, 2023