Friends and Family Test – September 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 2,121 responses on whether patients would recommend The Humbleyard Practice to their Friends and Family: 

  • Very good: 1360 
  • Good: 523 
  • Neither good nor poor: 131 
  • Poor: 54 
  • Very poor: 41 
  • Don’t know: 12 

Overall, 88% 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: 

  • “See Katie Birks 10/10 Messaged with test results as soon as surgery had them” 
  • “Everything was spot on, did not have wait long, check carried out simply and very pleasant nurse/ practitioner” 
  • “Got a call back within an hour and the receptionist was extremely helpful and understanding. Call back from Dr Bowron within another hour. Again, very understanding and efficient plus explaining the side effect/precautions to take whilst on the new long-term medication” 
  • “I have never been dissatisfied with the care at any of the surgeries. Having worked in the NHS I have an understanding of healthcare systems, I have always been listened to & treated with respect. No complaints” 
  • “I required an appointment same day and was able get one so from me well done as I’m fully aware of the growing number of residents in the area. Thank you.” 
  • “The new online form is so much easier to use than the old patches system. The registrar we saw was very good – explained everything thoroughly and didn’t feel rushed.” 
  • “Same day appointment. Prompt service, short wait. Automated check in worked well” 
  • “Lovely HCA took my blood and gave me my shingles vaccination. Efficient and on time” 
  • “Polite & helpful receptionist. Professional and efficient nurse” 
  • “The friendly and efficient service l received from the receptionist and Duty Doctor who saw me on 30/9/25” 
  • “Just to say your nurse Fi was absolutely brilliant with my 3-year-old yesterday. Super kind, explained everything in a child friendly way and had the best stickers that she sourced independently. Things like this go a really long way, thank you Fi!” 
  • “The girl who took my blood Erin(?) was lovely and got my vein first time. The surge also contacted me and reminded me to book my 6 monthly blood tests. So, all very good” 
  • “Kasia, the clinical pharmacist was excellent, she listened and gave very helpful advice” 

Your Constructive Comments: 

  • “So difficult to get an appointment with a doctor, especially one who has treated you over many years.  

The desk receptionist are very polite and helpful. It can be embarrassing when they ask what is wrong because others can hear but I understand why they do this. 

“My preferred doctor is excellent and thorough…” 

You can request a doctor’s appointment via our online consultation system, and our Digital Care Team will triage it to ensure you see the right clinician – whether that’s a GP, Mental Health Practitioner, Physiotherapist, or another specialist. Our Patient Care Team may ask a few questions to direct you appropriately, and if you’d like to speak privately, just let us know. 

  • “While most of my contact with the surgery has been online, it gets harder to understand why at 80 years old I can no longer get a urine test when I requested one earlier in the year.” 

Urine tests need to be requested by a clinician before a sample can be accepted. This ensures that the test is clinically appropriate, avoids unnecessary investigations, and allows the correct tests to be processed by the laboratory. If you have symptoms or concerns that you think require a urine test, please contact us via our online consultation system or by phone so a clinician can review and advise appropriately.  

  • “I keep missing appts as you book them so far in advance and don’t send reminders ? Please can you send reminders the days before?.” 

Our system automatically sends a text message to confirm your appointment at the time of booking, followed by a reminder 48 hours before the appointment. If you’re not receiving these messages, please contact us on option 2 and our Patient Care Team can check and update your contact details to make sure you receive future reminders. 

  • “I wasn’t aware I was being recorded on AI and have found this experience very unsettling since” 

Information about Heidi Scribe, our AI transcription tool, is provided in your appointment confirmation text and displayed on notice boards across our sites. Heidi Scribe transcribes the consultation in real time to help clinicians keep accurate and detailed records. All patients are opted in by default, but you can opt out at any time if you’d prefer not to have your consultation transcribed. This tool supports clinicians in maintaining safe and thorough documentation of your care. 

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