Friends and Family Test – November 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 1,572 responses on whether patients would recommend The Humbleyard Practice to their Friends and Family: 

  • Very good: 1084 
  • Good: 312 
  • Neither good nor poor: 88 
  • Poor: 39 
  • Very poor: 35 
  • Don’t know: 4  

Overall, 89% 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: 

  • “Good friendly, efficient service from reception, Doctors and all health care staff. Have zero complaints”. 
  • “I had made a routine appointment, but my condition worsened. The receptionist was polite, caring and I had a call back from the GP the day I called”. 
  • “Nice chat with the physiotherapist. She explained everything really well and is making a referral to hospital for me”. 
  • “Diabetes specialist always shows kindness and has had great patience to prevent my night hypos. Thank you, Victoria,”. 
  • “I would like to thank Dr Chukwuemeka Kenechukwu for going the extra mile and contacting gynaecologist at hospital to ensure I received the right treatment. He called me at 8.30pm which shows his dedication towards patient care”. 
  • “Dr Bhavesh was very engaging and helpful”. 
  • “Reception staff all excellent. Blood test for health check caused a lot of bruising but Phlebotomist / health check experience otherwise kind and friendly”. 
  • “Extensive effort shown by Dr Grice to get me seen the same day by the specialist AMUK unit at NNUH. Many thanks”. 
  • “As always, staff are friendly and helpful and very efficient. Very grateful for the help offered.” 
  • “The practice nurse Holly was kind, explained everything and listened. She is a credit to your practice” 
  • “Harry was welcoming and explained the purpose of the appointment. The discussion was clear and informative. He also asked if I had questions or concerns. Couldn’t have been better”. 
  • “The receptionist team and the pharmacy team were extremely friendly and helpful”. 
  • “Really can’t fault it, was reached out to, to rebook a blood test. The HCA I saw was kind and friendly and at all times made me aware of what she was doing in a reassuring way. Was a really nice experience”. 
  • “Izzie was very helpful, thoughtful and efficient. The reception desk staff were also very good. Thank you to everyone”. 
  • “Polite helpful receptionist, young dark hair wearing glasses but seems like a good team on front desk including a young man that was in Tues afternoon”. 
  • “The lady on reception and the nurse that I saw were both absolutely fantastic and couldn’t be more helpful exactly what one expects from our NHS thank you”. 

Your Constructive Comments: 

  • You Said: Nigh on impossible to get to see a doctor when needed. Finding I am suffering in silence because I can’t face the ordeal of trying to get an appointment. 

We said: We apologise that booking an appointment has felt so difficult. Within primary care, our clinical teams have expanded, and we offer appointments with Clinical Pharmacists, First Contact Physiotherapists, Mental Health Practitioners, social prescribers, and more. You can find out how our appointment system works https://www.humbleyard.nhs.uk/2025/09/22/how-our-appointment-system-works/. We aim to ensure you are seen by the right clinician or service at the right time. 

  • You Said: The call was good however the wait time to be checked in person is over a week. A week is a long time when you are in pain. 

We Said: We understand that waiting over a week can be difficult when you’re in pain. Other options are available to access care sooner, such as the Walk-In Centre, NHS 111, or if it’s an emergency, the Norfolk and Norwich University Hospital Emergency Department. 

  • You Said: I need to make an appointment for a face-to-face consultation but this wasn’t available at the surgery and was told they couldn’t do forward bookings so I would have to do this online, I don’t think this is helpful to older people like myself. 

We Said: You can contact our Patient Care Team on 01603 977477 (Option 2). They can provide guidance on completing the online form, or if needed, they can complete it on your behalf. This ensures all patients, regardless of experience with technology, can access the care they need. 

  • You Said: Waited 25 minutes past my appointment time with no apology or explanation. 

We Said: We apologise for any delays. Clinicians try their best to keep to scheduling, but urgent issues can sometimes cause delays. Our priority is to ensure each patient receives the care they need. We will also work on having the Patient Care Team monitor schedules more closely to keep patients informed and maintain communication while they wait. 

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