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Practice Survey Reporting

have your say



 We're listening to your feedback

  98% would Recommend

2% would Not Recommend

0% were undecided

In April 2019 we asked our patients to think about their recent experience of our service and to rate how likely they were to recommend our GP Practice to friends and family if they needed similar care or treatment.  The responses were as follows:-

 Extremely Likely   




 Neither Likely or Unlikely




 Extremely Unlikely


 Don't Know


We received 52 Friends & Family Test forms during APRIL 2019 which is fantastic. 

Thank you for helping us improve our service to you by completing one of these forms.  Remember that each time you visit the surgery your experience will be different and it is important that you share this with us.

You've been giving us feedback on your care and treatment.  Here are some of the comments you made about the reason why you gave the rating you did:

thumbs emoji    RECOMMENDED

Very pleasant staff and very helpful, they ALL seem to care
From the Reception staff to the Nurses and Doctors, the service I have received over the years is exceptional. I feel at all times I'm listened to and am treated as an individual and not just a number on the practice's records.
All the staff, Doctors, Nurses and Receptionists are professional, helpful and have a caring attitude. There is a happy feel at the surgery for all there and a lovely well coming politeness.  Thank you to all the staff.
I have always found everybody at the surgery very helpful and caring and I'm glad to be a patient there.
Your Practice Manager is lovely, she is kind and understanding and not at all officious like some in other surgeries. I also think she is very efficient and when she says something is going to get done, it gets done.
I would like to thank Pat, one of the new Receptionists who was very helpful in organising an appointment for me - felt she had been there years.
The nurse Debbie is always so helpful and friendly and makes you feel comfortable. The new Receptionists have also been very friendly!
I have used this practice all my life and most of the time i've been happy with the care I have received.
Emergency appointments are usually available.
Outstanding professional friendly service!
I phoned at 3.30pm, got an appointment for 5pm, saw Doctor on time, no problems at all, service is definitely improving.
This surgery exceeds my expectations of service, politeness and consideration of patients and their needs.
Haven't had any trouble getting an appointment.
Friendly staff and doctors that listen
Friendliness of all staff, the attention given by the Doctor and not feeling rushed.
Everyone at the surgery are great, very helpful and friendly at all times.
I wasn't kept waiting and the Doctor was very helpful
The Receptionist recognised that this was an emergency and got me an appointment on the same day. Then the Doctor took control and I felt safer for it.  I was really scare up til then.
Found Dr Gurung very friendly and helpful on the 2 occasions I've had an appointment.
The staff are lovely and ever so helpful and Doctors are just so good and very understanding.  I like the fact that you usually see the same doctors and they get to know you.  I am very happy with the clinic.
Victoria is very capable at what she does.  Very light hearted and has a good balance between listening and offering advice and doesn't hold on to statements, moving with the direction I was intending to go, which is wonderful support.  The whole of the GP service makes it easy and quick to book and change appointments. Staff are friendly and it is just a pleasant place.  Dr Mani is awesome too!
I think we are lucky to be a patient at Thames Avenue Surgery.  In my experience, ALL staff and doctors make me feel cared for.  I have no complaints about the surgery (you do wait longer for an appointment these days compared to years ago, frustrating but that's the volume of patients on the books) - when I listen to people complaining about their surgeries, I think I'm lucky to be at Thames Avenue Surgery. I know so many people who would love to get on their books, so I count my blessings.
It is because of the great service and friendliness that all your staff provide.  They always go that extra mile in order to assist the customers.   Keep up the excellent service - many thanks and kind regards.
Very efficient, friendly and I got an emergency appointment.
Always friendly and pleasant
Friendly, helpful and professional

We're listening and this is what we're doing:

Thank you to those of you who took the time to complete one of our Friends & Family Tests and for sharing your experiences with us.   All of comments received have been published with our patients' consent and if you would like to see the full report from our Friends and Family Test, please ask at Reception for further details.   We are delighted to receive such positive comments which have been shared amongst the surgery team.    

Of course, we cannot get things right all of the time and without your feedback we are unable to look at areas where we do need some improvement.   

We understand that it is often very frustrating when you are waiting to get through on the phone to Reception Team.   We have recently recruited 3 new Receptionists to our team and we are currently training them, so we may take slightly longer in dealing with each call.   Looking at historical feedback regarding telephone waiting times, we have identified where improvements can be made and we have since created a back office function whereby we now have extra admin support for answering the calls.  We hope that by creating this added support we are able to reduce the time you are waiting to get through to our team on the phone.

Having your say helps to improve care for everyone so please keep putting us to the test by giving us your feedback each time you use our services.

Consent was given in order to publish all patient free text comments above and all comments were received within April 2019.



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