Friends and Family Test – December 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 1678 responses on whether patients would recommend The Humbleyard Practice to their Friends and Family: 

  • Very good: 1152 
  • Good: 349 
  • Neither good nor poor: 81 
  • Poor: 48 
  • Very poor: 34 
  • Don’t know: 5 

Overall, 89.9% 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: 

  • “Erin was the perfect, gentle, considerate person” 
  • “Continuing my treatment for my wound, nurse Phoebe very thorough and efficient” 
  • “Alice was great, very knowledgeable, I had travel vaccines her counselling was very good and the injections were painless” 
  • “Dr Birks was fantastic, she clearly walked me through my blood results and talked me through my symptoms and autoimmune disease. It was the first time in a really long time that I felt heard and seen. Made a huge difference” 
  • “Ashleigh kept me informed and updated me on scan result” 
  • “I recently had a blood test taken by (I think) Emma, really good experience. She was brilliant” 
  • “Excellently dealt with asked for appointment at 8.30 15 mins later l was seen by Jeremy who was brilliant very thorough and helpful thanks to all and that was first day after Xmas hols” 
  • “Nurse Jackie was so friendly helpful and explained everything to me and made me feel very comfortable” 
  • “Dr Bav is amazing, he is kind, thorough and explains things in simple terms making you feel reassured. He is a credit to the surgery. Also the receptionists are also very helpful and hard working when under pressure. Very positive experience when the staff are so stretched” 
  • “Clare on reception and your on call Dr who sorted out my meds.” 
  • “Dr Bowron is an excellent doctor, really listens, is thorough and wants to provide the best care she can. Friendly, calming and conscientious” 
  • “Dr Collin’s was very thorough and extremely kind. He was very professional. I could not be more satisfied” 
  • “Very polite and friendly staff, appointment was on time and very good advice from David” 
  • “Dr. Cohen is so thorough and very patient as l have many different symptoms. She shows empathy and kindness” 
  • Isobel the nurse was excellent. She listened with empathy and was really patient, kind and caring” 

Your Constructive Comments: 

  • You Said: INR appointment. Don’t see how anything could be improved except being able to make a future appt. at the same time as in the past 

We said: Our appointments are usually available to book up to 6–7 weeks in advance. We are unable to open bookings further ahead than this, as unforeseen circumstances can sometimes lead to appointments needing to be changed, and we want to avoid cancelling or rearranging appointments unnecessarily. You can book your INR appointment at reception, by phone with our Patient Care Team, or by using our online consultation system, where our Digital Care Team can arrange this for you. 

  • You Said: Everything was great other than the fact I waited over an hour to see the doctor. 

We Said: We are very sorry that you had to wait over an hour to be seen. Occasionally, clinics can run late due to urgent or complex cases where patients need additional support. While we always aim to run on time, patient care and safety must come first. We appreciate your patience and understanding. 

  • You Said:. Phone in system is slow and stressful, but was very grateful to be seen by the gp 

We Said: In November 2024, we upgraded to a cloud-based telephone system which includes a call-back option. This allows you to request a call back while keeping your place in the queue, rather than waiting on the line. Our team also works to a 5-minute wait target to ensure calls are answered as promptly as possible. 

  • You Said: Really difficult to make an appointment, get sent round in circles, would just like a gp that I can talk to when I have an issue 

We Said: We are sorry that booking an appointment has felt frustrating. In primary care, our clinical team now includes a wider range of clinicians, such as Clinical Pharmacists, First Contact Physiotherapists, Mental Health Practitioners, and Social Prescribers, alongside our GPs. This helps us make sure patients are seen by the most appropriate clinician for their needs. More information about how our appointment system works can be found here: 

How our appointment system works

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