FFT Feedback: February 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 February 2025 – Kensington Park Medical Centre (Brompton Health PCN)

Recommendation % and Rating Counts

Feedback Responses

(NOTE: PERSON = names anonymised)

• Dr PERSON was extremely helpful empathetic and pleasant to deal with Besides that the process of getting an appointment was simple and direct
• I feel like I m not alone in this country I was really satisfied with the medical services
• They take great care of their patients
• My entire journey was agreeable from the signing presents waiting room till seeing the Doctor and eventually leave the Medical centre
• Every one is behaving very nicely
• Kind receptionist who understood we needed an appointment urgently Saw Dr PERSON who was reassuring but sent me for tests
• The receptionist kindly book me an emergency appointment with a doctor on the same day The doctor saw me on time and very professional and attentive Many thanks
• Same morning appointment being seen by the doctor who knows us
• Every time I go see the doctor she tells me to get a job knowing the issues I have like social anxiety emotional trauma BPD I’ve only started taking medication my therapy will start soon but it might not help as I have deep rooted trauma and mental health issues and the job centre has assessed me and they ve decided that I don t need to work and I feel like the doctor is pressuring me to get a job The reception staff are very helpful very professional and polite
• Great team helpful and supportive at all times
• Prompt appointment and very helpful and knowledgeable GP My documents were also very quickly scanned into my records
• Receptionist staff are more polite friendly than before Dr PERSON is the best
• Through the reception department when booking an appointment and taking care of the appointment and meeting the doctor with his nice smile
• Reception courteous Appointment on time Full explanation of my problems and future action
• The doctor saw me 35 minutes after my appointment there was no acknowledgement of the delay Seen 4 different doctors for the same skin issue since October no clarity of issue cause or treatment
• Very thorough and detailed Excellent doctor
• I was given the opportunity of an appointment quickly staff were friendly and polite and I was seen on time
• Dr PERSON has listened to my problems and thoughtfully and respectfully answered to each point with her expertise knowledge while speaking in a very friendly manner She also followed up per message as confirmed during the phone appointment Thank you very much Dr PERSON
• The doctor was very thorough and dealt with my medical issues in a professional and courteous manner
• The handling and response was very good
• I needed to be seen by GP and was given a same day appointment the receptionist was polite and Dr PERSON is an amazing doctor
• The receptionist kindly booked me an appointment on the same day with the doctor The doctor was excellent Many thanks
• Everyone has been very helpful and considerate
• It always treat their patients very nicely and on time
• Very organized efficient clean very helpful Great team
• Everything was perfect I got an appointment on the same day The Doctor I saw not sure if allowed to use names was amazing very professional kind understanding I felt I was listened too I didn’t feel that I was rushed
• Immediate response very professional and friendly doctor As always
• Impossible It is already the best of the bests

Kensington Park Medical Centre review of patient feedback

We reviewed patient feedback for February 2025 and overall patient feedback was extremely positive. 

Summary of feedback:

• Overall, patients were satisfied with the medical services and the care they received at the GP surgery.
• Doctor PERSON received numerous compliments on their empathetic, pleasant, and professional behaviour.
• Reception staff were praised for being helpful, polite, and professional.
• Many patients appreciated the ease of getting appointments and being seen on the same day.
• Some patients mentioned that the doctors provided thorough and detailed explanations of their medical issues.
• The GP surgery was described as “very organized, efficient, and clean.”
• Patients felt listened to and understood by the doctors.
• Processes for services provided are very smooth.
• The GP surgery’s reception staff are generally well-liked and seen as being efficient.
• Overall, despite some criticisms, patients are generally grateful for the services provided by Kensington Park Medical Centre.

We also received some constructive feedback which we have reviewed:

• One patient felt pressured by the doctor to get a job despite having deep-rooted trauma and mental health issues.
• A patient was unhappy with a 35-minute delay in being seen by the doctor.
• One patient felt that the doctor did not acknowledge a delay in being seen.
• Some patients mentioned difficulties with scheduling appointments, but most found it easy and direct.
• Shorter waiting times for appointments will most certainly be nice, But I understand the NHS is short staffed.

In Summary:

The GP surgery received overwhelmingly positive feedback from patients. The reception staff and Dr. PERSON were consistently praised for their professionalism, empathy, and kindness. While there were some negative comments, they were relatively rare and did not detract from the overall positive experience of most patients.