The NHS Friends and Family Test (FFT) gathers patient feedback so we may review our service continually.  It is an important feedback tool that supports the fundamental principle that people who use NHS services should be able to provide feedback on their experience.  Listening to the views of patients and staff helps identify what is working well, what can be improved and how.

The FFT has been developed based on national NHS guidance to help GP practices improve patient experience, allowing our patients, carers, and loved ones to leave feedback on their care and treatment.  Patients are asked to consider: “Thinking about your most recent visit to our Practice, overall, how was your experience?” 

Following a consultation or appointment with our surgeries, you may receive a request for feedback via an SMS text message.  Please respond, as listening to the views of patients and staff helps identify what is working well, what can be improved and how. 

Or tell us what you think about the care or treatment you have received from us using our Friends and Family Test Feedback Form>>  

Answers can be ranked from “very good” to “very poor”, and there is an opportunity to explain the score given to us by adding comments.  This is important because we can only know what we do well and how we could improve if you let us know.  FFT feedback is regularly reviewed by the Practice team and discussed with our Patient Participation Group members. 

Scroll down to see our most recent results . . .

Quarterly results - updated 2nd July 2024

• “Always very professional and so pleased that I’ve got very professional people looking after me a big thank you for helping me.”
• “Been in Lyme for 9 years now and I’ve always got helpful advice from everyone I’ve met from the receptionist to the nurses and Doctors.”
• “Caring, thoughtful service.”
• “My doctor organised for me to have x-rays and has referred me to a cardiovascular consultant in order to ascertain the cause of my symptoms. I feel reassured that positive steps are being taken. .”
• “Apart from a slight delay, a pleasant and efficient nurse who would put the most nervous patient at ease, hardly felt the needle go in. Even the most disgruntled couldn't fault my experience.  Well done. Receptionist most helpful as well.”
• “As always everything was explained to me so that understood exactly what my problems were can speak more highly of the practice.”
• “As always staff are kind and efficient.”
• “The nurse practitioner was the nicest NHS member of staff I have met. She took the time to talk to me and spoke about some issues I haven’t spoken to anybody else before. I felt she really cared about my welfare & gave some practical advice.”
• “Dr listened carefully and with great consideration. I felt she gave me time and a clear diagnosis. I felt unhurried and listened to.”
• “I had arranged a telephone call with the practice, it came through on time and my issue was resolved.”
• “Receptionist very helpful. Practice nurse lovely. Knew my medical history. Checked details, very professional and caring. And bang on time too. And set up my next appointment.”
• “Excellent service could not have done more on top of the job most caring as always.”
• “Efficient receptionist, who helped me to reorder my prescription. Beautifully light and airy waiting room with aquarium fish for    A variety of informative leaflets and posters on health issues.  A lovely nurse.  A generous car park.””
• “Friendly, efficient, professional, on time and helpful.”
• “Kind friendly staff and a gentle health care assistant who took a blood sample expertly, without causing any pain.”
• “Everyone who I met today was very kind and helpful the kind of service one has come to expect from this surgery the service was brilliant. “
• “Pleasant & helpful reception. Excellent consultation with GP always prepared to give each patient the time & consideration needed.”
• “Very friendly and helpful.”
• “Pleasant waiting area, the diabetic nurse was thorough, friendly & professional, I didn’t feel rushed & I felt relaxed throughout.”
• “Excellent nurse with good communication skills.”
• “I couldn’t ask for better treatment. Everyone at Charmouth are incredible. Thank you so much.”
• “Prompt courteous efficient. Helpful.”
• “Lovely nurse. Informative, caring and helpful.”
• “Short waiting time and care was given to explain everything to me. “
• “Friendly professional service at all times.”
• “Nurse was absolutely excellent. Efficient, charming personality, knew her stuff very well, excellent service!”
• “On time, staff nurse excellent and calming whilst giving my nervous teenage daughter vaccinations.”
• "I was able to check in online and this avoid a queue at the reception desk. I was seen promptly by the GP and enjoyed a very positive review of my progress under his care."
• “Very well organised and efficient. “
• “Excellent service.”
• "Quick, efficient, thoughtful. Went through list of problems and got follow ups booked. “
• “Felt reassured and encouraged to have actions to follow through. "
• “Always very professional and so pleased that I’ve got very professional people looking after me a big thank you for helping me.”
• “Very supportive and gave practical advice on managing my condition from a patient’s point of view during the consultation.”
• “Was very happy with the Clinical Pharmacist’s manner, knowledge and empathy. All my questions were answered clearly. Brilliant.”
• “As always everything was explained to me so that understood exactly what my problems were can speak more highly of the practice.”
• “The nurse I saw was friendly, efficient and helpful. She booked my next blood test for me next month. Always appreciate the care I receive from the NHS.”

While we are delighted to receive such positive feedback, we know sometimes things don’t go well, and it is as important to know what we could do better as what we do well.  We feel that listening to our patients and their families is vital to providing the best medical care we can and we take on all feedback to help improve our services for everyone.

Visit our Suggestions & Complaints page to provide suggestions as to how we can improve our service to you or how to tell us about any concerns you may have>>