Feedback

Feedback is really important to us.

We are working hard to engage with our patients to ensure you are receiving a high quality of care and you are involved in how your practice is run and your feedback enables us to do so.

You said, we did

Patient Feedback Update

Thank you to everyone who shared their experiences of our GP practice in the 2025 patient survey. Your feedback helps us understand what is working well and where we need to improve.

Accessing the Practice - You said only 17% found it easy to get through to us by phone,15% found it easy to contact us via our website and 36% found it easy to contact us using the NHS App. Only 39% described their experience of contacting the practice as good. We did and are doing Increased phone capacity from 2 lines to10 lines to reduce congestion. We introduced a call-back system, allowing patients to keep their place in the queue and be called back. We regularly track call answer rates and waiting times, with feedback shared with the reception team.

We reviewed and updated our website layout with the digital team to improve usability and access to key information. We monitor access feedback monthly to identify further improvements.

Appointments - You said only 27% usually see or speak to their preferred healthcare professional. 22% were offered a choice of appointment time or day. Just 7% were offered a choice of location and 59% felt they waited about the right amount of time. We did and are doing Introduced appointments bookable up to two weeks in advance with a patient’s preferred clinician, where available. We introduced extended access appointments, including evenings and Saturdays, at multiple locations across Kirkby, including at the practice.

We expanded the use of different healthcare professionals (such as nurses, pharmacists, first contact physiotherapist and mental health practitioners) where appropriate, to improve access and reduce waiting times.

Communication & Next Steps - You said 71% knew the next step after contacting us and 89% knew the next step within two days. We did and are doing continuing to prioritise clear communication after contact.

Reception & Administrative Team - You said 71% found our reception and administrative team helpful. We shared positive feedback with our team and are doing continued training to maintain a supportive and respectful service.

Care During Appointments - You said 74% felt listened to70% felt treated with care and concern, 70% felt their mental wellbeing was considered, 90% had confidence and trust in their healthcare professional and 89% felt their needs were met. We shared this positive feedback with our clinicians. We are doing continued focus on patient-centred, holistic care support for Long-Term Conditions.You said 60% felt they had enough support from local services. We are doing Strengthening links with local support services and improving signposting to community organisations. Overall Experience - You said 58% described their overall experience of our practice as good. We are committed to improving access and appointment choice, maintaining high-quality, compassionate clinical care and are continuing to listen and act on your feedback.

Thank you for helping us improve our service.