FFT Feedback: January 2025

Friends & Family Test (FFT) allows us to receive daily feedback from our patients. An SMS is sent to those patients who had an appointment with the practice that day asking them to tell us about their experience at the practice. This helps us to see how we are doing, what we do well and where we can make improvements. We would like to thank you for taking the time to complete the survey and your comments.

FFT Analysis January 2025 – Kensington Park Medical Centre (Brompton Health PCN)

Recommendation % and Rating Counts

Feedback Responses

(NOTE: PERSON = names anonymised)

• My doctor is always available and highly knowledgeable
• Dr PERSON who treats me is outstanding
• We had a very quick response for a severe eye infection for my 25 month old son Had a prescription to antibiotics within 2 hours of sending the online request
• All staff were extremely helpful professional and kind They communicate information really well
• kpmc generally and Dr PERSON particularly are so kind and helpful A lot has been happening this past year and your help has been such a positive input
• Very good practice very happy with level of care I receive
• Very good GP communication on phone appointment
• Becouse Of always excellent services I got
• Love this practice Best all around the staff the doctors the nurse the pharmacist Been coming here for 7 years and they have done their best to take care of me
• I was made to feel comfortable and listened too
• I have been patient of this surgery since 1987 All members of my family were patients too Brilliant doctors nurses and reception staff
• Amazing and understanding listen to my problems and came up with very good solutions
• Easy to book good facilities and friendly helpful staff
• Very attentive caring and helpful staff members with good communication skills
• From speaking to reception to leaving after my appointment I felt everything was well structured no complications missing details the appointment was virtually on time and all the staff were professional kind throughout
• Miss PERSON is one of the kindest humans in the medical profession This lady has the most calming presence that creates the important trust basis for me as a patient She is very knowledgeable and speaks in the friendliest and caring way whilst maintaining her professionalism I cannot praise her enough and I am grateful that she is part of this medical practice Overall a great practice with very skilled team members from the receptionists to the gps Thank you for your services
• very positive reception by the Doctor
• Doctor was very kind and great help
• The receptionist are always professional and I also got the same day appointment or they offer alternative ways of help Tge doctors are experienced and helpful
• New patient and impressed with reception appointment and doctor
• My doctors are always extremely knowledgeable and helpful
• So kind so good on time good service
• The result is promising and the doctor s advice seems to go on the right direction However the appointments system is very restrictive 2 weeks ahead or same day try your luck
• Always friendly and smiley faces They chasing my condition
• Doctors are all good in this pratice
• Dr PERSON was very helpful and very understanding Receptionists also very helpful
• KPMC provides exceptional care and healthcare
• The receptionist was extremely helpful and manage to get the doctor to call me on the same day after less than an hour The doctor listened to my concerns and completed my request Always great experience since I moved into the area 7 years ago
• The doctor I met was polite sympathetic and made me feel that she genuinely cared about my wellbeing I felt that she was thorough in her examination and questioning and gave me clear instructions on the next steps
• The doctor was so kind and caring we really felt well taken care of
• From reception to appointment the service was amazing 100
• Discussed what I needed to discuss and received good advice from a trusted doctor in a friendly and relaxed environment
• I have had back pain for several years and it is not taken care of
• Dr PERSON has been kind and supportive throughout my struggles Her empathy feels real and I feel heard which isn t something other institutions have been able to do I don t trust people due to previous experiences but I feel like I can trust her
• Every one was helpful and kind
• Proactive contact for check up Good doctor professional and thorough
• Super efficient knowledgeable kind and approachable
• Because any time I need an appointment I don t stress to book
• Was given an appointment same day that I contacted the surgery mere 5 hours ago later Opted for appointment to be carried out by way of phone call Dr PERSON contacted me punctually at appointed time Carefully assessed my symptoms and prescribed medication which I know will be effective. Very pleased all aspects of my consultation and how quickly and easily I was offered the appointment
• I had a wonderful doctor good listener very knowledgeable and taking all the steps for my well being

Kensington Park Medical Centre review of patient feedback

We reviewed patient feedback for January 2025 and overall patients’ feedback was extremely positive. 

Below is a summary of the feedback:

• High level of satisfaction with the GP Surgery – a significant number of patients expressed their satisfaction with the GP surgery, praising the doctors, reception staff, and nurses for their professionalism, kindness, and helpfulness.
• Appreciation for the doctors’ knowledge and bedside manner – several patients particularly praised the doctors’ expertise, empathy, and approachability, highlighting Miss PERSON as an exceptional example.
• Efficient appointment system – some patients appreciated the surgery’s ability to offer same-day appointments or provide alternative solutions for those who needed urgent attention.
• Kindness and compassion – many patients mentioned the kind and caring nature of the staff, which created a positive and trusting atmosphere.
• Professionalism and communication – several patients praised the surgery’s communication skills, including the reception staff and the doctors, for their clear and effective explanations.

We also received constructive feedback which we have reviewed, as below:

• Appointment Access – one patient expressed frustration with the appointments system, feeling that it was too restrictive and relied solely on luck to get a same-day appointment.

Kensington Park Medical Centre comment: the practice continually reviews patient access.

In Summary:

• Emphasis on kindness and compassion – many patients highlighted the importance of a kind and caring attitude in the staff, which created a positive and trusting atmosphere.
• Appreciation for the doctors’ expertise – several patients praised the doctors’ knowledge and expertise, highlighting the importance of a well-equipped and skilled medical team.
• Importance of efficient appointment systems – surgery’s ability to offer same-day appointments or provide alternative solutions for those who needed urgent attention.