Friends & Family Test Results

The NHS want you to have the best possible experience of care. The NHS Friends and Family Test is a way of gathering your feedback, so we can continually review our service.

It is based on one simple question:

"How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?"

Your feedback will help us learn more about what you think of your experience – what you like and what you think we could improve. Ultimately, you’re helping us to make changes that will ensure we can offer the best possible care.

 

FRIENDS & FAMILY TEST RESULTS

Select year:
  • 66% Extremely Likely
  • 25% Likely
  • 5% Neither Likely nor Unlikely
  • 1% Unlikely
  • 3% Extremely Unlikely
  • 0% Don't Know
Year-month Extremely Likely Likely Neither Likely nor Unlikely Unlikely Extremely Unlikely Don't Know
Jan 2021 710000
Dec 2020 2753000
Nov 2020 69181100
Oct 2020 1840100
Sep 2020 530000
Aug 2020 420000
Jul 2020 000000
Jun 2020 100000
May 2020 200000
Apr 2020 501020
Mar 2020 650000
Feb 2020 21123020
Jan 2020 2151110
Dec 2019 27204120
Nov 2019 15134030

Patient feedback

We asked the question:
Why did you choose that response?

Everything went well even though I was late.
Posted on: 22/12/2020

Jo the nurse was lovely and always the best.
Posted on: 21/12/2020

Miss Hawa is a really caring young lady and a credit to the profession.
Posted on: 21/12/2020

Excellent reception service as always. However, very disappointed to have a 30 minute wait despite there being no patients in front of me and not be greeted with an apology.
Posted on: 21/12/2020

Friendly and very thoughtful and complete service from doctors through to front desk staff could not of been more helpful.
Posted on: 18/12/2020

Seen on time. GP listened to my concerns. Examination and explained fully the course of treatment.
Posted on: 18/12/2020

The service I received was very good and I felt I was listened to and it was nice having human contact. Thank you.
Posted on: 18/12/2020

Safe COVID environment & excellent care and advice regarding medical issue.
Posted on: 18/12/2020

Felt safe with few people in surgery. Lovely manner of Eman. Would have been higher but had to wait 10 minutes beyond appointment time.
Posted on: 16/12/2020

Eman was very patient and gentle with my mum. She managed to take blood from my mum where other medical professionals had failed. Eman is an asset to your surgery.
Posted on: 12/12/2020

Receptionist warm and welcoming. Dealt with my two questions instantly with a smile. The nurse was a Gem, spoke and educated me about the procedure she was about to do which no one ever had done before. Also as a bonus did my blood pressure. Both lovely ladies made my visit pleasurable.
Posted on: 11/12/2020

Person who I saw was very efficient and gave me the impression they knew what they were talking about.
Posted on: 08/12/2020

It's the best GP surgery I have ever had and I have had a lot!
Posted on: 27/11/2020

Quick and efficient.
Posted on: 23/11/2020

Very efficient. Excellent friendly service at reception.
Posted on: 23/11/2020

Was seen early and all staff very polite and helpful.
Posted on: 21/11/2020

Felt happy when walked in and was seen quickly without any pain thank you. Keep safe.
Posted on: 21/11/2020

Was greeted with a smile by receptionist, was seen immediately (before appointment time), nurse was friendly and professional. Good social distancing system in place.
Posted on: 21/11/2020

Staff very polite, the doctor was first class, informed me of detail of what he was doing always satisfied with service, thank you.
Posted on: 21/11/2020

The way the staff are operating during lockdown times is wonderful. Sanitizing stations available, screens for reception area and distanced seating area. Quick and efficient as always.
Posted on: 21/11/2020

It was a quick and easy process.
Posted on: 21/11/2020

All went quickly and smoothly, very well organised, staff attentive and professional at all times, very pleasant experience. Thank you.
Posted on: 21/11/2020

The receptionist was very polite.
Posted on: 21/11/2020

Very efficient, excellent COVID-19 procedures, friendly as usual.
Posted on: 21/11/2020

Because you asked for my opinion and I gave it, overall I am more than happy with the good work of all the staff at the surgery well done and many thanks.
Posted on: 21/11/2020

The staff is always caring and friendly, very professional.
Posted on: 21/11/2020

Friendly and very efficient so was stress free.
Posted on: 21/11/2020

Seemed efficient. Pleasant staff. Wasn't clear which door to use and nurse who saw my daughter wasn't wearing a mask.
Posted on: 21/11/2020

So helpful and kind and didn't feel like they were rushing me.
Posted on: 20/11/2020

Very COVID safe, and appointment on time.
Posted on: 19/11/2020

GP provided excellent care, provided information about the condition and reassured patient - my daughter - and me. Arranged A&E and really helpful.
Posted on: 19/11/2020

I had my first flu vaccination having put it off for years and being very nervous about fainting. Everyone was so kind and understanding - the GP, her student who was there, the receptionist. I could not have wished for a better experience - and I didn't faint. So pleased I had the jab.
Posted on: 18/11/2020

Excellent arrangements regarding COVID-19. Punctual, very friendly and competent staff member. I am a nervous patient regarding vaccinations and this nurse had done the job painlessly before I had time to get nervous. Well done.
Posted on: 18/11/2020

Although I had to wait 15 minutes passed my time the nurse was very helpful.
Posted on: 17/11/2020

Great service.
Posted on: 16/11/2020

The nurse was brilliant with what she did for me and pain free.
Posted on: 13/11/2020

I was greeted through the intercom and asked if I was well and if me and my household was free of covid19. This made me feel safe. Everyone was asked these questions before being allowed to enter the surgery.
Posted on: 12/11/2020

Safety is being considered and managed, appointments held on time.
Posted on: 12/11/2020

Excellent manner and treatment from GP; trainee GP also very friendly. Both warm, caring, GP very knowledgeable and reassuring in her review of myself and my baby. Lost one mark due to wait time of 20 mins.
Posted on: 12/11/2020

The GP was thorough, kind and helpful. I think more windows need to be open in reception to improve ventilation during the pandemic.
Posted on: 11/11/2020

Quick, friendly and efficient.
Posted on: 10/11/2020

Very helpful at reception with sorting out my problem with missing my appointment.
Posted on: 06/11/2020

Good service
Posted on: 06/11/2020

Efficient workers.
Posted on: 06/11/2020

Doc explained everything well, seen on time.
Posted on: 04/11/2020

Good mood and professional staff.
Posted on: 04/11/2020

Physiotherapist was very encouraging, calming, clear with explanations of injury, treatment and exercises.
Posted on: 04/11/2020

Welcoming. Appointment kept as I had a previous cancellation. Nurse was pleasant and helpful and very knowledgeable.
Posted on: 03/11/2020

Had a blood test and Sarah is excellent.
Posted on: 03/11/2020

Lovely nurse, lovely receptionist.
Posted on: 03/11/2020

Friendly staff. Efficient today.
Posted on: 02/11/2020

Flu jab at surgery. Punctual, efficient, quick, pleasant reception person and vaccinator.
Posted on: 30/10/2020

Professional nurse and all my questions were answered.
Posted on: 30/10/2020

In and out very swiftly. Lovely nurse.
Posted on: 30/10/2020

Was seen on time for my appointment. Nurse was brilliant - friendly, explained everything and even checked my BP too.
Posted on: 28/10/2020

Had to wait 45 minutes but nothing wrong with the experience.
Posted on: 28/10/2020

Very helpful nurse. Went above and beyond what she needed to do for me. Listened to my concerns carefully and also helped me to get a call back from a doctor.
Posted on: 27/10/2020

Service, information given, friendliness etc was all excellent.
Posted on: 26/10/2020

Friendly, very efficient, kind and get everything done without fuss.
Posted on: 26/10/2020

I had a lot of questions, requests and some people might consider it 'demanding'. However, Sharon dealth with each of my issues very professionally without making me feel uncomfortable. She has re-instated my faith in the services you provide. Thank you Sharon for doing a fantastic job.
Posted on: 13/10/2020

Didn't have to wait outside for long, receptionist asked if I was well before allowing me to enter, very friendly and welcoming. Nurse who treated me was vert helpful and welcoming.
Posted on: 13/10/2020

After completing online forms, I was called back the same day, and see a doctor the next day.
Posted on: 13/10/2020

Was satisfied with the care given.
Posted on: 13/10/2020

It's the best experience I have had at the doctors - she was great, she listened clearly to what I had to say, she gave me time to communicate about my problems. The doctor is a lovely lady. I will give her 10 out of 10.
Posted on: 13/10/2020

The experience was good - speedy & efficient by both the receptionist & nurse who performed my flu vaccination.
Posted on: 13/10/2020

Very pleased with the way you organised the appointments. Felt safe.
Posted on: 10/10/2020

Very efficient and slick service.
Posted on: 10/10/2020

Everything happened efficiently; everyone was so pleasant; the doctor was personable; the whole service was much appreciated.
Posted on: 26/09/2020

I saw an amazing nurse called Ms Paul. She did my pap smear. I suffer with anxiety and panic attacks. She was so professional, kind and care. Went into great detail with any questions I had, as well as giving me information and links. She is an absolute star and credit to Portland Medical Centre, South Norwood.
Posted on: 17/09/2020

Surgery appointments on time and few patients, the seating nicely spaced, always welcomed with a smile, cleaning station easy accessed.
Posted on: 16/09/2020

Friendly, clean and efficient service.
Posted on: 27/08/2020

The service was excellent, the staff were outstanding!
Posted on: 27/08/2020

Very good COVID-19 measures put in place. The nurse was very pleasant, friendly and put me at ease. Explained things and informed me of what would be happening. Clean in carrying out her duties.
Posted on: 18/08/2020

I was seen promptly after arrival, with nobody in the waiting room. This made me feel safe from catching anything from the other patients. The score would have been higher if my appointment had not been changed, making me have to wait almost 2 weeks longer than my original appointment was scheduled for, which was already two weeks after I spoke with the Doctor, who told me I needed to come into the blood test.
Posted on: 16/08/2020

Easy to get appointment and Kayleigh was delightful. Full of joy and empathy and inquiring of my daughter's well-being. Never thought I'd say having blood taken was a pleasant experience but it was.
Posted on: 01/08/2020

Dear Mr. Jensen, This email is to inform you of how impressed I am in your link person, Lynda Graham. She has and continues to give me support, not only through the current virus situation but also the care, compassion and understanding during this difficult time of my bereavement of my wife. It is this support of hers that encourages for me to handle my situation in a positive way and looking beyond the dark days, she continues to give me 110 % of herself to help me come to terms. Lynda is a credit to your team, a real caring team player and completes your great team of staff.
Posted on: 10/06/2020

Dr was very understanding and patient with me using visual contact.
Posted on: 27/05/2020

The care I have received is outstanding I found that my doctor was very professional and took time to understand what was wrong with me and was diagnosed and got the correct treatment.
Posted on: 05/05/2020

Very well organised and still providing an excellent service, while still keeping safe.
Posted on: 20/04/2020

Hello... just to thank you for contacting me on Monday to ensure my well-being at this time. Although I have no problems resulting in the current "lockdown" and am lucky to have a supportive family, it was very comforting to know you are there! Also an opportunity for me to thank everyone at the Practice for all the help and support I have received since being diagnosed with Non Hodgkins Lymphoma nearly three years ago resulting in me still enjoying a most wonderful life. With all my heart. Receptionist to receive compliment was Faye Mirza!
Posted on: 31/03/2020

Happy with service & safety measures taken regarding Coronavirus.
Posted on: 19/03/2020

Staff answering phones and chat box have always been very helpful. Offered telephone and f2f appointments promptly.
Posted on: 13/03/2020

Nurse was very caring while carrying out her assignment.
Posted on: 12/03/2020

Great all round service! Video call was absolutely amazing, so clear & easier for Dr J Patel to diagnose my frozen shoulder & to prescribe medication. Then to get phone consultation in the morning & appointment to see Dr Rogers that afternoon! & of course the lovely reception staff. Whole experience A1.
Posted on: 11/03/2020

The doctor was helpful and we were seen on-time.
Posted on: 10/03/2020

Have seen Kayleigh twice recently for blood pressure and blood tests. Found her excellent. Professional, thoughtful, caring and polite. Seen on time for appointment.
Posted on: 03/03/2020

I like my GP and I like the nurse and the staffing.
Posted on: 02/03/2020

Appointments are difficult to obtain.
Posted on: 29/02/2020

Great friendly service as usual.
Posted on: 26/02/2020

Punctual. Time was spot on. The receptionist (Sharon) and the nurse (Kayleigh) were very professional and friendly.
Posted on: 24/02/2020

For the first time in a long time I was seen promptly. The paramedic listened and gave advice and referred me for further treatment all of which a doctor didn't do 3 months ago for the same problem. I would definitely see the paramedic again. Excellent service.
Posted on: 23/02/2020

Sonia the nurse I saw was very professional and caring.
Posted on: 19/02/2020

Mykeala was calm and her and her colleague were super speedy in administering the vaccinations together which resulted in the smoothest set of jabs we've had for my 3 year old. Thank you!
Posted on: 17/02/2020

Staff really try to help and are very pleasant.
Posted on: 08/02/2020

Reception was brilliant. I had called in to apologize for forgetting a flu jab appointment and without my asking, the receptionist IMMEDIATELY contacted the nurse on duty and asked if he could fit me in. And the nurse was both friendly and efficient so I was in and out in a jiffy.
Posted on: 08/02/2020

Portland surgery is clean, friendly and offers a wide range of services. The Doctors don't rush you and you are well looked after.
Posted on: 04/02/2020

Nurse Jo is brilliant. I've seen her twice in 2 weeks for various appointments. She's knowledgeable, friendly and most of all puts me at ease. Best nurse I have seen.
Posted on: 04/02/2020

Always excellent service - staff are all lovely.
Posted on: 04/02/2020

The paramedic I saw was excellent in service and answered all my questions around what I had come in to the surgery for.
Posted on: 04/02/2020

I was able to get an appointment with a nurse (Miss Mykeala) very easily. She gave a very good service and was very thorough and explained things very clearly.
Posted on: 02/02/2020

The Dr I saw was really good, caring and demonstrated understanding of my problems and did all the necessary checks. She explained things to me in a way I could understand, she's too good.
Posted on: 01/02/2020

Excellent care above and beyond expectations and resources - treated with care and compassion by GP, receptionist and nurse.
Posted on: 30/01/2020

The Dr was helpful but as a medical practice it has lost its personal contact with the people. It's like the old NHS has gone.
Posted on: 28/01/2020

Run efficiently by kind and helpful staff - nurses and doctors are always lovely as well.
Posted on: 28/01/2020

Kayleigh was brilliant at making me feel at ease and I did not even feel her taking my blood.
Posted on: 27/01/2020

Want to say thanks to Sharon for changing my appointment with the nurse - it was last minute and she was very helpful and I really needed to get it done. Staff always great and helpful and do the best they can in tight circumstances.
Posted on: 27/01/2020

GP was very helpful.
Posted on: 27/01/2020

The doctor thoroughly checked me and gave helpful advice.
Posted on: 27/01/2020

The customer services at the reception was good. The treatment received from the nurse was excellent as well.
Posted on: 22/01/2020

The doctors and all the staff are very helpful and supportive at the surgery. I thank God that whenever I fall unwell I get treated.
Posted on: 21/01/2020

GP now contacts me for face to face or telephone contact. This has completely made me feel confident with the practice.
Posted on: 20/01/2020

The new online system is so impersonal. Also you have to answer 101 questions before your given an option to book an appointment and sometimes I have not been offered an appointment. I don't like the fact that the medical certificates are issued two weeks at a time, plus it was not issued within the 24 hour window as stated online. I had waited 1 hour 50 mins before my call was answered by reception staff. Elderly patients are offered telephone consultations and not appointments, not everyone can use a computer or smartphone...
Posted on: 16/01/2020

Dr Jackson is a brilliant doctor, she always has time for her patients and she makes sure that we get the right medications.
Posted on: 14/01/2020

Had a very good and enlightening talk with the Doctor.
Posted on: 07/01/2020

Self check-in, friendly nurse, quick and efficient service.
Posted on: 03/01/2020

Service is great, didn't wait so long and doctor was professional and thorough - nice gal!
Posted on: 02/01/2020

Staff are always polite and efficient and help with advice if needed.
Posted on: 02/01/2020

The nurse who did my blood test was a very efficient lady. Made me feel very comfortable but needles don't bother me. I would go back to her any time.
Posted on: 23/12/2019

I am very pleased with the way the receptionist and Sarah Thomas dealt with me at the Surgery. Dr Jackson was kind, sympathetic and adhered to all my needs - I cannot complain and it's 10 out of 10 for the care I received. God bless you all, Happy Christmas and a Happy New Year!
Posted on: 23/12/2019

Helpful and lovely receptionist.
Posted on: 17/12/2019

Fantastic service, very helpful receptionists, friendly doctors/nurses, couldn't ask for more! Wish I was ill more often!
Posted on: 17/12/2019

Lovely helpful doctor.
Posted on: 17/12/2019

Empathetic and patient with each person individually.
Posted on: 17/12/2019

Portland Medical Centre has always been a fantastic place which me and my family have had the pleasure to use over 40 years. However, in the last 3 or 4 months not sure if standards have slipped or because of a lack of staff things have not gone so well. For example on several occasions, I have left a repeat prescription and waited for 4 to 5 working days to be signed off by a Doctor!
Posted on: 17/12/2019

Recent Doctors are excellent - Dr Tomar, Dr Colbourn and Dr Rajbee. Our family have had great care from these Doctors - they are wonderful Doctors and very pleasant, thank you!
Posted on: 16/12/2019

Reception staff are very understanding! Eman is very polite and kind - she listened and was very helpful in answering my questions and queries.
Posted on: 16/12/2019

There's nothing more they can do they are so lovely doctors and staff!
Posted on: 16/12/2019

Nurse took me even earlier than my appointment was. Thank you.
Posted on: 16/12/2019

Staff are very helpful & the doctor explained my condition so I understood what was wrong.
Posted on: 16/12/2019

Professional and personable, particularly the reception staff and nursing staff.
Posted on: 12/12/2019

Dr Rehman was so lovely and on time.
Posted on: 09/12/2019

Very fast! Arrived early and was called up at once with a very friendly welcome - was treated fast while inquiring about my well-being. Very happy.
Posted on: 09/12/2019

Great service.
Posted on: 07/12/2019

The desk clerk was very helpful fitting an appointment and the staff on the day were kind and graceful.
Posted on: 07/12/2019

Everyone is really nice.
Posted on: 04/12/2019

The person who saw me today actually took the time to listen to me and answer my questions.
Posted on: 03/12/2019

1. It would help if internal way-finding in the building was explicit by putting the room number on the electronic information. 2. It would help for doctors to say explicitly that they have sent a prescription to the pharmacy when replying by text rather than the recipient having to hope that had happened. 3. It would be useful to submit home blood pressure measurements on line rather than trailing in to use the machine in the waiting room.
Posted on: 26/11/2019

My experience with Dr. Sumana Pasumarthy was amazing. She has genuine care and concern for patients. I will tell friends and family about this practice.
Posted on: 23/11/2019

The receptionist was warm, knowledgeable and friendly. We need more people like her (Eman).
Posted on: 20/11/2019

My daughter Emily received outstanding care and attention from the Paramedic, Flemming, during her annual learning disabilities health check review. He treated her with the utmost respect and kindness, giving me lots of help and advice also.
Posted on: 20/11/2019

Very attentive and well treated as always.
Posted on: 20/11/2019

Dr Jackson was extremely thorough and professional.
Posted on: 18/11/2019

Dr Jackson is an exemplary doctor, she has helped me manage Bi-Polar and Generalised Anxiety above and beyond her duty of care for me!! The reception staff are normally always friendly and help you when they can!! The other doctors are very professional as are the nurses particularly the ones who do the phlebotomy!! David A. Morris
Posted on: 15/11/2019

Very understanding, very professional, very knowledgeable, all around outstanding service.
Posted on: 12/11/2019

All very professional - did a great job.
Posted on: 12/11/2019

The care I was given, I always feel somebody else should have had my appointment [as I think] I am wasting the Dr's time, however I was made to feel this wasn't the case. I do not want to be a time waster.
Posted on: 11/11/2019

Seen fairly promptly. Made to feel very relaxed and welcome by Sarah T. Almost forgot I was scared of needles!
Posted on: 07/11/2019

Very helpful.
Posted on: 06/11/2019

Doctors are lovely and professional but very difficult to make an appointment for them and choose a doctor.
Posted on: 05/11/2019

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