Your feedback is important to us as it helps us learn what we are doing well and what we can do to improve.
Most of our patients will receive a follow up text message after their appointment to invite them to leave anonymous feedback and the form can also be accessed by visiting this page.
If you would like to leave feedback and have a member of our team contact you please use this form.
We also have a separate procedure for complaints, details can be found here.
Patient Survey Dec 2024
| Priory Fields Patient Survey 2024 | ||
| This survey was sent by text message to 4256 patients who had appointments during September & October 2024. | ||
| Results have been changed to match the GP Patient Survey format, so “Easy” is the total of “Very easy” & “Fairly easy” etc and “Neutral”, “I don’t Know” and “N/A” type answers have been omitted | ||
| Dec 2024 results | GP Patient Survey 2024 results | |
| Q1. Generally, how easy or difficult is it to contact your GP practice on the phone? | ||
| Easy | 70% | 35% |
| Difficult | 30% | 65% |
| Q2. Generally, how easy or difficult is it to contact your GP practice using their website? | ||
| Easy | 78% | 61% |
| Difficult | 22% | 39% |
| Q3. Overall, how helpful do you find the reception and administrative team at your GP practice? | ||
| Helpful | 92% | 83% |
| Not Helpful | 8% | 17% |
| Q4. Which of the following online GP services have you used in the last 12 months? (Tick all that apply) | ||
| Booking appointments | 30% | 32% |
| Ordering repeat prescriptions | 27% | 24% |
| Accessing medical records | 10% | 5% |
| Finding out test results | 15% | 15% |
| Registering with a practice | 1% | 1% |
| Filling in an online form to give information about a health issue (for example, to ask for an appointment or advice) | 12% | 20% |
| Making an administrative request (for example, asking for a fit note or updating contact details) | 4% | 3% |
| Q5. Is there a particular healthcare professional at your GP practice you usually prefer to see or speak to? | ||
| Yes | 25% | 26% |
| No | 75% | 74% |
| Q6. How often do you get to see or speak to your preferred healthcare professional when you ask to? | ||
| Always or almost always / A lot of the time | 36% | 18% |
| Sometimes / Never or almost never | 64% | 82% |
| Q7. Did you do any of the following before trying to get an appointment with your GP practice? (Tick all that apply) | ||
| I tried to treat myself | 26% | 23% |
| I asked a friend or family member for advice | 9% | 9% |
| I went to a pharmacy | 15% | 5% |
| I phoned NHS 111 | 4% | 5% |
| I used NHS 111 online | 2% | 0% |
| I looked online for information | 20% | 23% |
| I tried a different NHS service | 1% | 0% |
| I tried to get information or advice from somewhere else | 6% | 7% |
| I didn’t do anything before trying to get an appointment with my GP practice | 18% | 26% |
| Q8. Were you offered any of the following choices? (Tick all that apply) | ||
| A choice of time or day | 68% | 55% |
| A choice of location (to see a healthcare professional in person) | 11% | 7% |
| I was not offered these choices | 21% | 38% |
| Q9. How long after you first contacted your GP practice did the appointment take place? | ||
| On the same day | 24% | 31% |
| On the next day | 8% | 2% |
| A few days later | 24% | 29% |
| Between a week and two weeks later | 25% | 15% |
| More than two weeks later | 10% | 10% |
| I can’t remember | 9% | 13% |
| Q10. How do you feel about how long you waited for your appointment? | ||
| It was about right | 71% | 65% |
| It took too long | 29% | 35% |
| Q11. How did the appointment take place? | ||
| Remotely | 27% | 39% |
| Face-to-face | 73% | 61% |
| Q12. Who did you have the appointment with? | ||
| A GP | 49% | 49% |
| A nurse | 37% | 30% |
| A pharmacist working in my GP practice | 1% | 0% |
| A mental health professional | 0% | 0% |
| Another healthcare professional | 7% | 6% |
| I don’t know | 6% | 14% |
| Q13. During your last appointment, how good was the healthcare professional at listening to you? | ||
| Good | 95% | 94% |
| Poor | 5% | 6% |
| Q14. During your last appointment, how good was the healthcare professional at treating you with care and concern? | ||
| Good | 97% | 93% |
| Poor | 3% | 7% |
| Q15. During your last appointment, how good was the healthcare professional at considering your mental wellbeing? | ||
| Good | 91% | 82% |
| Poor | 9% | 18% |
| Q16. Did you feel that the healthcare professional had all the information they needed about you? | ||
| Yes | 94% | 86% |
| No | 6% | 14% |
| Q17. Did you have confidence and trust in the healthcare professional you saw or spoke to? | ||
| Yes | 95% | 91% |
| No | 5% | 9% |
| Q18. At your last appointment, were you involved as much as you wanted to be in decisions about your care and treatment? | ||
| Yes | 93% | 85% |
| No | 7% | 15% |
| Q19. What was the outcome of the appointment on this occasion? | ||
| I was given a prescription | 22% | 24% |
| I was referred for specialist care | 14% | 11% |
| I was given a future appointment at my GP practice | 6% | 3% |
| I was given information or advice about how to manage my condition at home | 14% | 27% |
| I was asked for more information | 1% | 4% |
| I was advised to contact my practice again if the health issue got worse or didn’t improve | 6% | 18% |
| Something else | 15% | 8% |
| No further action was needed | 18% | 6% |
| I can’t remember | 3% | 1% |
| Q20. Thinking about the reason for your last appointment, were your needs met? | ||
| Yes | 91% | 86% |
| No | 9% | 14% |
| Q21. Overall, how would you describe your experience of your GP practice? | ||
| Good | 92% | 82% |
| Poor | 8% | 18% |
December Feedback
- Prompt reply and appointment.Thorough examination and explanation.
- Appointment on time. Friendly and helpful staff
- The nurse was very nice and gentle very friendly too and never left a bruise after
- The Doctor I saw was helpful explaining what she was doing and why. Very professional.
- Excellent service I have received always.
- The nurse I see was so gentle, it didn’t even hurt when she took my blood. She was very kind and friendly.
- Appointment was on time and the nurse was friendly and chatty
- The nurse was on time ,very friendly and professional
- Appointment was on time Doctor very professional and understanding
- Always welcoming and professional
You Said, We Did
94% positive feedback
Fedback and thanked all the staff for their hard work and service.
“I had to wait 4 weeks for a blood test”
We are currently training a new health care assistant who will be running phlebotomy clinics from April
The leadership reviewed specific comments where patients had experienced “poor” and “very poor” outcomes, and discussed these with the team leads of each department.
It would be good to have face to face at all times.
We have amended our appointment system to that patients can book face to face appointments if they prefer. They are more popular than telephone calls, which can result in a longer wait but this is something we are looking at.
Please think about the elderly patients and those that may be young but unable to use mobile or technology so easily.
Although we promote online access, we always ensure that our phone lines and front desk are manned to ensure we can help anyone that prefers not to use online services.
Work away from home used to do Saturday morning blood tests but they’ve stopped they were really good now it’s a day off work for every blood test
Unfortunately this service was provided by West Cambs Federation, who now cease to exist, however it is something we hope to provide in the future.
Felt very rushed.
This has been added to all clinical supervision in the practice to make our clinicians aware of the feedback.