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

Recommendation % and Rating Counts

Feedback Responses

(NOTE: PERSON = names anonymised)

• I was seen on time First Patient my experience with the GP was excellent as we covered ball we needed too
• I feel this way because I have recently received a lot of care and attention from the staff Their dedication and support have made a significant positive impact on my experience
• The Dr Listens made positive decisions I have a few issues in the time She tried to get through them all Thank you Dr PERSON
• I was seen on the same day shortly after calling in
• Reception Staff very helpful and kind The doctor most kind and patient gave very clear advice
• The doctor patient and sympathetic gave clear suggestions instructions A very satisfactory approach
• The doctor is very nice knowledgeable and gave us helpful advice
• I called at 1 pm and I got my appointment with the GP I wanted for 5pm
• Dr PERSON was punctual excellent communicatiion skills explained my test results and suggested new appointment
• It feels like a restitution of confidence in people who are committed to treating patients in a way that is the exact opposite to what the media has made a norm for a generation
• Professionalism a very therapeutic reception area that puts you at ease
• The stafff are all very kind and helpfulh includind doctors nurses and reception staff
• My family Medical centre is excellent
• The good treatment I received from the staff and doctors present in the clinic
• There was proper consultation which I satisfied and referred to other department
• The staff is very helpful and polite and the doctors as well
• Service is v good all are ready to help kind they do everything to satisfy and help their patients support families
• I have been blessed to be registered at this clinic Very friendly efficient and respectful professional staff Dr PERSON is the best GP I ever had Not only does she exhibit a professiobal attitude but also supportive in every way ftom listening patiently with empathy and kindness to acting instantly on any raised matter and following up diligently on my medical issues left unaddressed or neglected I cannot Thank her enough for making me and my husband feel home after we moved back to the UK recently and feel estranged in all this digitized new NHS system let alone the whole country itself Forever grateful
• Absolutely professional and very well deserved Doctors Receptionists we are so lucky to have such wonderful people who helps the mentally physically ill patients
• Dr PERSON is really good doctor He is caring friendly and very knowledgeable We love him and so fortunate that we have him
• Receptionist staff were polite and helpful and I managed to get same day appointment Dr PERSON is very efficient and always attentive and caring I have been a patient at this surgery for over 20 years and I am very grateful to have a gp as wonderful as Dr PERSON
• Because my Gp is very good
• Because there s always room for improvement
• The gent I spoke too on the phone on reception could not have been more helpful and lovely I could not speak highly enough of him The same has to be said for Doctor PERSON she was so lovely throughout the whole process and put me completely at ease I have never been a fan of going to the doctor but this whole experience has changed my experience completely 10 10
• Excellent charming helpful reception and friendly Doctor
• I asked for a Doctor s appointment and had it the same day The doctor was thorough and polite and helpful
• From the reception team are always helpful professional will give appointment when necessary equally the doctors nurses are attentive listens to your health issues
• It s easy to make an appointment My doctor is very accessible and responsive There s a quick turnaround with questions prescription
• Everyone was polite and professional but also created a friendly atmosphere
• Quick response on my requests and GP doctors and nurses that make you feel welcome and safe in their habds
• The doctor was excellent and explained every thing very well
• I had a long conversation with the GP about an upcoming serious medical procedure She went through everything very calmly in great detail and I feel much better prepared for what lies ahead Thank you
• The staff who booked my appointment was helpful The doctor who saw me was very professional and answered all my questions in an accommodating manner
• It was an emergency and I got an appointment straightaway Reception was very helpful and contacted the on call doctor
• The Doctor talked through and explained everything in detail and then did all examinations needed
• GP followed up blood tests Listened to problems and was supportive Offered future support and was reassured Also had sent partner for testing which revealed a problem that is being dealt with through ongoing support with practice and hospital
• The doctors are very helpful efficient and thorough in listening to me and providing advice
• I didn t even wait to be seen by the doctor which followed up my concerns
• The staff are very attentive empathetic and professional They have a knack of making you feel you re the most important person in the room whilst they attend to you
• Receptionist was great i think i ve dealt with this guy a few times he s terrific
• All their are very hardworking and kind
• Every time I go or call to Kensington park GP i get very good service helpfull and polite stuff and doctors I would like to say thank you all
• I just want to say a big thank you Being there for me when I most need it and managing to be seen by someone help me a lot Thank you
• I got an appointment in same day people working at reception are helpful
• The system has become very efficient in getting GP appointments and ordering medication
• The people always try to get you an appointment and my Doctor is first class

Kensington Park Medical Centre review of patient feedback

We reviewed patient feedback for March 2025 and overall patients’ feedback was extremely positive.  All constructive feedback received is continually reviewed and revisited.

Summary of the feedback:

• Patients had positive experiences at the GP surgery, praising the doctors and staff for being helpful, kind, and professional.
• Many patients appreciated the convenient access to appointments, mentioning they were seen on the same day or at a time that suited them.
• Patients valued the doctors’ ability to listen and provide thorough explanations, and expressing satisfaction with the quality of care they received.
• The reception staff were widely praised for being helpful, polite, and supportive, with patients mentioning their positive experience with reception.
• Generally high level of satisfaction and patients express satisfaction with the GP Surgery experience.

Some additional comments:

• At this time I can’t think of anything that would have made my experience better Everything has been great.
• A very satisfactory experience although under time constraint.
• Sharing personal scan and MRI results after doing them and have a Dr contacting us to discuss them instead bring left out wondering about them.
• Yes less queue at the reception stage over the telephone.
• Everything I experience from the practice is very good.
• Nothing It s great as it is.
• None that I can think of at the moment.
• No I got my medication and the doctor suggested further blood tests for review of future medication.
• I was very happy all through.
• Not really Although am sure that speedy referrals abb backed up by speedier hospital treats.

General observations:

• Patients were generally very satisfied with the GP surgery, highlighting the importance of kind, professional, and attentive care.
• Some patients expressed gratitude for the support and care they received from specific doctors and staff, indicating a strong sense of appreciation for the practice’s staff.
• The surgery’s efficiency in getting GP appointments and ordering medication was also praised, indicating a positive user experience for many patients.