Friends and Family Test – August 2025

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Thank you to all our patients who recently attended The Humbleyard Practice and completed the Friends and Family Test. 

We received a total of 1,183 responses on whether patients would recommend The Humbleyard Practice to their Friends and Family: 

  • Very good: 685 
  • Good: 336 
  • Neither good nor poor: 79 
  • Poor: 44 
  • Very poor: 26 
  • Don’t know: 4 

Overall, 86% of responses said they would recommend The Humbleyard Practice to their Friends and Family. 

We are grateful for all the feedback we receive – both positive and constructive – as it helps us to keep improving the care we provide. 

Your Positive Comments: 

  • “Helpful staff who arranged my appointment and a very friendly and lovely nurse on the day.” 
  • “I was seen properly and received great service regarding my issues. I left feeling I had been listened to, and my issues were being dealt with promptly.” 
  • “Very good communication from the surgery, it was easy to use the online messaging service, and I have left the experience very satisfied that my needs were met.” 
  • “The nurse is first class – does my B12 injection and books my next appointment which saves me hanging on the phone or visiting the surgery”. 
  • “The new online booking form is much better. Quick response with a suitable appointment, easy check-in at the surgery, and friendly staff – a big improvement.” 
  • “Fantastic customer service and easy-to-use booking system. Many thanks.” 
  • “Greeted by friendly reception staff. I was seen by the Healthcare Assistant who was exceptional. Nothing could have been done better.” 

Your Constructive Comments: 

  • “Reduce waiting times.” 

We understand delays can be frustrating. At times, our clinicians run behind due to urgent cases or supporting very unwell patients. We always do our best to keep on time, but patient care and safety will always come first. 

  • “I did not find it easy completing the online form and I never had a response.” 

Our new online consultation system was designed with support from our Patient Participation Group to improve the digital experience. If you need help, our Patient Care and Digital Care Teams are available in practice with tablets and guides to show you how to navigate the system. 

  • “More patient face to face with doctors rather than phone calls.” 

We offer more face-to-face appointments than telephone calls. However, telephone consultations remain valuable for triage, reviews, and issues that can be managed without a visit – helping us free up more in-person appointments for those who need them. 

  • “The whole experience with trying to get an appointment is a joke. The time frame to get online is unacceptable as a working person.” 

Like many NHS services, we are experiencing high demand which can limit appointment availability. We continue to review and adapt our systems to make accessing appointments as fair and flexible as possible for all patients. 

Thank you again to everyone who shared their experience – your feedback really does make a difference.