Friends and Family Test – October 2025

Posted on:

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

We received a total of 2,622 responses on whether patients would recommend The Humbleyard Practice to their Friends and Family: 

  • Very good: 1741 
  • Good: 575 
  • Neither good nor poor: 161 
  • Poor: 64 
  • Very poor: 45 
  • Don’t know: 16 

Overall, 88.9%% 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: 

  • “I liked that I just needed to fill a form in rather than see a doctor to then get another appointment for blood tests. It was a quick response.” 
  • “Visited Hethersett surgery early on Monday morning to check the time of a flu jab, receptionist was polite, cheerful and helpful and provided the information I requested. Later in the morning I attended Mulbarton surgery where I was seen very swiftly (ahead of my actual appointment time) vaccination was administered painlessly and a very pleasant nurse advised me of the availability of Shingles jabs for my age group and suggested I make an appointment before leaving. I did this and have a jab booked within 2 weeks Overall a very good experience.” 
  • “–Staff were charming and efficient. –It would be helpful if the outside wall of the Hethersett Surgery could have a sign to that effect on it.” 
  • “I only went for my flu jab. I did arrive early and was seen 10mins before my appointment time. The whole nurse carried out my flu jab was very friendly and efficient. Was only in the consultation room for my injection for a maximum of 5 mins. Very good service.” 
  • “Excellent telephone appointment, all things covered with a great outcome. Very pleasant considerate conversation about my predicament.” 
  • “Receptionists are always helpful and I was seen on time.” 
  • “Dr Bav called regarding a recent breast cancer surgery. He explained my results and the next step for in going treatment. He answered some concerns and put my mind at rest. I feel reassured that Humbleyard practice has my best interests as a priority. I can’t fault any support given to me.” 
  • “The receptionist was excellent, finding an appointment for me within 24hrs time.” 
  • “Efficient check in and friendly staff. Excellent advice from the Doctor. Sorry, I don’t know her name, but she had a bright pink suit!”. 
  • “The dispensary lady was very helpful and explained well”. 
  • “Dr. Epstein was excellent and responded to my request with clinical history and photo. There was no need to waste a GP slot which he has done well and saved an NHS resource. Please thank him”. 
  • “The appointment was confirmed within the 72 hours advised and I was happy with the service I received at the surgery. My questions were all answered satisfactorily”. 

Your Constructive Comments: 

  • You Said: “Frustrating that there is no option to just phone to book an appointment- this must be very difficult for older patients, understand that you have to offer online triage but there is no flexibility in current system”. 

We said: We understand it can be frustrating not being able to call to book a GP, PA or ECP appointment by telephone or at reception. You can still phone us to book with our Mental Health Practitioners, Social Prescribers, Physiotherapists and Enhanced Recovery Workers. If you’d like more detail on how our appointment system works, you can read it here: www.humbleyard.nhs.uk/2025/09/22/how-our-appointment-system-works/ 

  • You Said: “If a narrower time period could be given to a patient, expecting phone call from a doctor. Knowing that a call might come through at any moment, e.g , in the morning does mean the patient has to be constantly on the alert. If the person knew to expect a call in a shorter slot it would limit the stress”. 

We Said: We understand how narrower call times would help reduce stress. Unfortunately, we can’t offer specific times for telephone appointments because demand and medical emergencies can change the clinician’s schedule throughout the day. This is why we give a morning or afternoon window instead. We’ll review this to see if there’s any way we can improve the system. 

  • You Said: “As I have never suffered from high blood pressure, I find it unacceptable that I had to buy a blood pressure monitor, as I could not get a GP appointment for a BP test, in order to get my HRT prescription”. 

We Said: We do have home blood pressure monitors available to loan. There may be a wait, but our Patient Care Team will contact you as soon as a machine is free. Buying your own monitor is optional and can help you avoid the wait and send readings sooner, but it’s entirely up to each individual. 

  • You Said: “Moving the check in screen – when there is a queue it’s hard to access without looking like you are skipping the queue or getting close to people who may be unwell or don’t want people close. By moving it you’d allow people to check in & take a seat without filling up the space. Otherwise, always lovely staff & nurses that are helpful”. 

We Said: Thank you for the feedback on the location of our check-in screens. We agree it would be helpful if these were placed away from the queuing area. We’ll look into whether they can be moved closer to the entrance or into the waiting rooms. This depends on power and internet access, but we will explore possible options. 

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