2015 friends and Family results

2015 friends and Family results

November 2014:

Breakdown of response:

  1. Extremely likely: 130
  2. Likely: 3
  3. Neutral: 0
  4. Unlikely: 0
  5. Extremely unlikely: 0

Total replied: 73%

Extremely likely or Likely: 100%

December 2014

Breakdown of response:

  1. Extremely likely: 97
  2. Likely: 1
  3. Neutral: 0
  4. Unlikely: 0
  5. Extremely unlikely: 0

Total replied: 68%

Extremely likely or Likely: 100%

January 2015

Breakdown of response:

  1. Extremely likely: 108
  2. Likely: 17
  3. Neutral: 1
  4. Unlikely: 1
  5. Extremely unlikely:
  6. Don’t know: 1

Total replied: 128

Extremely likely or Likely: 100%

February 2015

Breakdown of response:

  1. Extremely likely: 114
  2. Likely: 5
  3. Neutral: 0
  4. Unlikely: 0
  5. Extremely unlikely: 1

Total replied: 120

Extremely likely or Likely: 100%

A selection of comments made by patients:

  • Good service & treatment, very friendly staff – Feb 2015
  • My 2nd Visit to Probus. On both occasions the procedure was totally lacking in stress – almost a pleasure! Staff were wonderful. This is a much better option than attending a major hospital for relatively minor surgery – Feb 2015
  • Very professional atmosphere. Staff were very reassuring – Feb 2015
  • Quiet – very friendly and helpful. No fuss or hassle – Feb 2015
  • Staff and surgeon were all very friendly. Made everything completely clear and treated me with great care – Feb 2015

Friends and Family Test – March 2015

Total Eligible: 201

Total Replied: 134

Breakdown of response:

  1. Extremely likely: 125
  2. Likely: 9
  3. Neutral: 0
  4. Unlikely: 0
  5. Extremely unlikely: 0

Result: 67%

Extremely likely or Likely: 100%

A selection of comments made by patients:

  • ‘Professional and friendly’
  • ‘Made to feel very welcome. Reassured by all staff’
  • ‘Put at ease from the moment I walked in. Excellent care by all’
  • ‘Prompt, sympathetic, friendly and polite’
  • ‘The staff were all fantastic, was very nervous and the Surgeon and especially the nurse were great’
  • ‘All round excellent service, friendly & efficient staff. On time, minimal waiting’
  • ‘Having an operation is never easy or pleasant. It can be very stressful but at Probus the team put you at ease at all levels and they are sensitive with family members too’

Friends and Family Test – April 2015

Daycases:

Total Eligible: 215

Total Replied: 161

Breakdown of response:

  1. Extremely likely: 142
  2. Likely: 18
  3. Neutral: 0
  4. Unlikely: 0
  5. Extremely unlikely: 1

Result:  75%

Extremely likely or Likely: 99.3%

Outpatients:

Total Eligible: 230

Total Replied: 15* (Only started 28th April 2015)

Breakdown of response:

  1. Extremely likely: 15
  2. Likely:
  3. Neutral:
  4. Unlikely:
  5. Extremely unlikely:

Result: 6%

Extremely likely or Likely: 100%

A selection of comments made by patients:

  • Professional clinic, friendly staff
  • Very efficient & good time keeping for my appointment
  • Receptionist very friendly, clean, everyone pleasant and mannerly
  • Simple & convenient service, well done!
  • Wonderful treatment
  • Staff are welcoming and helpful
  • Friendly staff, straight forward with appointments
  • Very professional and relaxed
  • Very pleased with the service
  • Excellent caring staff
  • A very good service
  • Great waiting room, comfy & clean. Tv, drinks like a 5 star Hotel. Lovely friendly staff. Wish all NHS was like this. Its wonderful
  • Very friendly, efficient service
  • Everyone friendly and efficient
  • Nice staff, very friendly, very hygienic
  • First class service
  • I was well looked after and the staff were all very nice
  • Treated with every kindness and care
  • Very pleasant with the friendly and confidence inspiring staff
  • Very friendly atmosphere & professional. If someone was nervous, the staff would put them completely at ease! Great place. Everything about my visit today has been excellent.

Friends and Family Test – May 2015

Daycases:

Total Eligible: 177

Total Replied:  142

Breakdown of response:

  1. Extremely likely: 139
  2. Likely: 1
  3. Neutral: 1 (Comment made by patient ‘ Depends on the conversation’)
  4. Unlikely: 0
  5. Extremely unlikely: 1(No comment made by patient)

A selection of comments made by patients:

  • ‘Fantastic service, saves dragging to Treliske. Always a pleasure to come here’
  • ‘Friendly staff. Helped out loads during operation to keep me calm. Thank you’
  • ‘Extremely professional and friendly treatment given. Felt completely at ease and comfortable’
  • ‘Best service and care, with skilled and kind people’
  • ‘Efficient and professional service throughout’
  • ‘Everyone from when you enter the building to when you leave are very friendly and efficient’
  • ‘Excellent, friendly, highly professional service’
  • ‘Quick appointment times, small and calm environment, lovely staff’
  • ‘Almost a pleasure – the whole experience’

Result:  80%

Extremely likely or Likely: 99.2%

Outpatients:

Total Eligible: 249

Total Replied: 43

Breakdown of response:

  1. Extremely likely: 36
  2. Likely: 7
  3. Neutral: 0
  4. Unlikely: 0
  5. Extremely unlikely: 0

Result: 17%

Extremely likely or Likely: 100%

A selection of comments made by patients:

  • ‘Good service, well looked after. Good aftercare’
  • ‘Very kind and friendly staff’
  • ‘Very helpful, friendly staff, excellent facilities close to home’
  • ‘Punctual, put me at ease from the start. Clearly explained entire procedure’
  • ‘Very professional staff, good communication and caring’
  • ‘Explained fully and very polite’
  • ‘Very friendly and helpful. Procedures explained clearly’
  • ‘All staff efficient, facilities spotless and clean’
  • ‘Superb friendliness, expert surgery skills, cup of tea and bicky afterwards’

Friends and Family Test – June 2015

Daycases:

Total Eligible: 187

Total Replied:  145

Breakdown of response:

  1. Extremely likely: 131
  2. Likely: 14
  3. Neutral: 0
  4. Unlikely: 0
  5. Extremely unlikely: 0

A selection of comments made by patients:

  • Professional, efficient and friendly service
  • Prompt and efficient service, friendly staff
  • Very professional and friendly. Nice atmosphere. Less intimidating than a hospital
  • Friendly staff, excellent surgeons, first rated care and excellent aftercare
  • Quick and very professional and polite and helpful, a very good surgery for any treatment
  • Everything explained, the staff are friendly and helpful
  • Excellent surgery, so very clean and fresh surroundings. Staff and Dr, so king and thoughtful
  • Kind, friendly staff, painless procedure, free parking and tea and biscuits
  • Nice people, made me feel comfortable
  • Very friendly, made me feel at ease the whole way through. Made me feel comfortable and happy
  • Friendliness and efficiency of all the staff – actually enjoyed the procedure – fascinating

Result:  77.5%

Extremely likely or Likely: 100%

Outpatients:

Total Eligible: 278

Total Replied: 21

Breakdown of response:

  1. Extremely likely: 20
  2. Likely: 1
  3. Neutral: 0
  4. Unlikely: 0
  5. Extremely unlikely: 0

Result: 100%

Extremely likely or Likely: 21

A selection of comments made by patients:

  • Courteous efficient attention in a good environment
  • Put me at ease, thank you
  • Local, no worries or stress. Loved my hot chocolate
  • On time, very friendly and courteous. Explained very clearly
  • Friendly, helpful, efficient
  • I have had minor surgery here in the past, and my fiancé will have a procedure here. Efficient, friendly and professional
  • Excellent treatment
  • Efficient, caring and they put me at ease

Friends and Family Test – July 2015

Daycases:

Total Eligible: 193

Total Replied:  159

Breakdown of response:

  1. Extremely likely: 150
  2. Likely: 9
  3. Neutral: 0
  4. Unlikely: 0
  5. Extremely unlikely: 0

A selection of comments made by patients:

  • Friendly, made me feel comfortable about whole procedure
  • Lovely staff, well organised
  • Excellent service, I was kept fully informed throughout the procedure and was looked after extremely well
  • Kind and efficient service, put me at ease throughout the procedure
  • Staff very friendly, confident in what they are doing and very caring towards me. They put me at ease quickly
  • Friendly, efficient and competent
  • Informative and friendly atmosphere, seen on time and easy access and parking
  • Excellent from start to finish, all staff wonderful. Thank you
  • Kind, helpful and a smooth experience
  • The surgeon and staff are very competent and friendly and helpful. The building and cleanliness are excellent. Could not be better
  • Prompt and friendly service
  • Both Dr and Nurses were extremely professional, helpful, caring and supportive throughout the process
  • I was very impressed with the efficiency and friendly nature of all staff

Result:  83.5%

Extremely likely or Likely: 100%

Outpatients:

Total Eligible: 279

Total Replied: 35

Breakdown of response:

  1. Extremely likely: 34
  2. Likely: 1
  3. Neutral: 0
  4. Unlikely: 0
  5. Extremely unlikely: 0

Result: 12.5%

Extremely likely or Likely: 100%

A selection of comments made by patients:

  • Very helpful
  • The treatment is very effective, well delivered and everyone is incredibly helpful

Friends and Family Test – Aug 2015

 Daycases:

 Total Eligible: 182

Total Replied:  132

Breakdown of response:

  1. Extremely likely: 114
  2. Likely: 16
  3. Neutral: 2
  4. Unlikely: 0
  5. Extremely unlikely: 0

A selection of comments made by patients:

  • Friendly and professional
  • All process was good, booking was easy, team was very friendly
  • Fabulous team – friendly and professional, warm and welcoming
  • Looked after extremely well & surgeon was very considerate and efficient
  • Great staff, good instructions, very efficient
  • Friendly, informative and hygienic
  • Very helpful, clean and tidy, very professional
  • Much better than attending Treliske, excellent facilities, phoned me a week before surgery prior to procedure, very efficient. V good surgery
  • Care and attention first class, from both Dr and staff
  • Easy procedure, fast, friendly service, easier than hospital trip
  • I have been treated very well by all concerned with minimal fuss. Punctuality was spot on, aftercare and advice was extremely comprehensive
  • Friendly and professional atmosphere
  • A very good and supportive team, thank you to all
  • Excellent treatment
  • Very pleased with my care, good communication, clean/calm
  • Very professional throughout and extremely pleasant staff, thank you
  • Staff very friendly and put you at ease. Give you reassurance at every stage of operation
  • Very efficient and very friendly
  • Very well cared for and kept informed at all times
  • Excellent treatment and charming, helpful and efficient staff
  • Lovely people
  • Efficient friendly service, highly impressed
  • Staff really friendly and efficient. I was well looked after

Result:  72.5%

Extremely likely or Likely: 98%

Outpatients:

Total Eligible: 220

Total Replied: 27

Breakdown of response:

  1. Extremely likely: 20
  2. Likely: 7
  3. Neutral: 0
  4. Unlikely: 0
  5. Extremely unlikely: 0

Result: 12.2%

Extremely likely or Likely: 100%

A selection of comments made by patients:

  • Smaller specialised units means less stress on my dad. Whole experience excellent. Didn’t expect coffee lounge or Mr Morgan looking in for a friendly hello/chat.
  • Very supportive staff, friendly atmosphere
  • Pleasant and friendly staff

Friends and Family Test – Sept 2015

Daycases:

Total Eligible: 167

Total Replied:  126

Breakdown of response:

  1. Extremely likely: 103
  2. Likely: 23
  3. Neutral: 0
  4. Unlikely: 0
  5. Extremely unlikely: 0

A selection of comments made by patients:

  • Staff very friendly and efficient
  • Very friendly and talk you through everything
  • Nice experience, lovely staff
  • Excellent time keeping, welcome, TLC and comforting conversation in theatre
  • Very friendly and efficient doctor and all surgical staff. Excellent patient manner, well carried out procedure
  • 100% kind, caring attention
  • Quick and efficient
  • Made you feel relaxed and at ease when anxious and worried
  • Very impressed by the staff, very re-assuring
  • High standard of care from all the staff and a wonderful job by the surgeon. Many thanks
  • Everyone involved was most friendly, helpful and professional in their attitude towards me. A job well done. Thank you.
  • Everyone I saw was helpful and made a stressful occasion more than ok, they were all brilliant
  • Efficient, supportive and understanding
  • Another successful visit, friendly, efficient team again
  • Quick, efficient, friendly
  • Clean, friendly, good experience
  • Fab care
  • Very helpful and kind, seen early and had a rapid appointment. Thank you
  • Peaceful atmosphere, nice staff, efficient service in all dept
  • Could not fault the whole procedure
  • I was most impressed by Mr Kumar and his team, so kind and efficient and it has all been so good to have my sight back, I am grateful.

Result:  69.6%

Extremely likely or Likely: 100%

Outpatients:

Total Eligible: 285

Total Replied: 41

Breakdown of response:

  1. Extremely likely: 36
  2. Likely: 5
  3. Neutral: 0
  4. Unlikely: 0
  5. Extremely unlikely: 0

Result: 14%

Extremely likely or Likely: 100%

A selection of comments made by patients:

  • I have always been given good service when I have attended Probus. I had carpal tunnel carried out at Probus and was very pleased by the way the procedure was done
  • Relaxing and friendly
  • First class attention and treatment, short waiting time and wonderful relaxed surroundings
  • Convenient
  • Very happy with treatment and care given previously
  • Relaxing atmosphere
  • Excellent and kind treatment
  • The treatment has been very good each time
  • The whole team are happy and enthusiastic
  • Because the care is second to none
  • Friendly service
  • Everyone was very kind and helpful
  • For your caring and excellent service
  • First class treatment
  • Professionalism and care from all staff
  • Very friendly and helpful staff
  • V good and personal attention, staff friendly and attentive
  • Extreme satisfaction with everything concerning my cataract procedures
  • Excellent service

Friends and Family Test – Oct 2015

Daycases:

Total Eligible: 183

Total Replied:  144

Breakdown of response:

  1. Extremely likely: 125
  2. Likely: 19
  3. Neutral: 0
  4. Unlikely: 0
  5. Extremely unlikely: 0
  6. Don’t know: 0

A selection of comments made by patients:

  • Staff are wonderful
  • Because the staff put me at ease and made me comfortable
  • Friendly staff, fast waiting times, very good at putting at ease and explaining everything
  • Excellent and diligent care, delivered in a relaxed and friendly manner
  • Fantastic service, very professional staff. First class full stop
  • Excellent service, lovely kind staff. Perfect
  • Staff very friendly and efficient. Make you feel at ease
  • Everyone was welcoming and smiley. The care from the nurses was first care and an amazingly clever surgeon. Wonderful
  • Friendly, small, generally on time, not as scary feeling as hospital!
  • Very quick and helpful, make you feel in good hands. No waiting
  • Brilliant care, couldn’t be better
  • Quick, lovely staff, no car park fee, wonderful service
  • Friendly, made to feel at ease. Thank you.
  • Everyone is absolutely brilliant and friendly. Appointment came very quick.
  • I felt well looked after and treated in a kind and caring manner
  • Excellent treatment and very kind and pleasant medical staff
  • Nurses very pleasant, very experience.

Result:  78.7%

Extremely likely or Likely: 100%

Outpatients:

Total Eligible: 229

Total Replied: 35

Breakdown of response:

  1. Extremely likely: 31
  2. Likely: 3
  3. Neutral: 0
  4. Unlikely: 0
  5. Extremely unlikely: 0
  6. Don’t know: 1

Result: 15%

Extremely likely or Likely: 14.8%

A selection of comments made by patients:

  • Relaxed atmosphere, efficient, clean and a personal touch from all the staff
  • Quick and easy
  • Put at ease and procedure fully explained
  • Easy parking and friendly staff
  • Friendly and helpful staff
  • Service and efficiency extremely good
  • Very pleased with the service all round
  • Lovely staff, very professional
  • Excellent treatment in every department and after care
  • Very friendly and very efficient
  • Very satisfied with treatment and result
  • Excellent treatment
  • Prompt and professional service, particularly by the nursing and support staff

Friends and Family Test – Nov 2015

Daycases:

Total Eligible: 203
Total Replied: 162

Breakdown of response:
1. Extremely likely: 151
2. Likely:11
3. Neutral: 0
4. Unlikely: 0
5. Extremely unlikely: 0
6. Don’t know: 0

A selection of comments made by patients:
• Excellent treatment, thank you all
• Everyone was extremely helpful which helped very much indeed. I would not hesitate at all in recommending Probus to anyone
• Genuine intelligent considerate concern and professional skill from everyone
• Everyone is so professional and friendly
• Friendly, efficient
• The nurses were very friendly and nice, they put me at ease
• Local, good service, friendly
• Excellent
• Explained everything, very kind. Made me feel relaxed. Thank you
• Good people
• Extremely friendly, reassuring and efficient, which is exactly what I needed in my situation!
• Everyone makes you feel relaxed and comfortable, almost at home!
• Excellent treatment and staff
• Treated with extreme kindness and courtesy, thank you
• Lovely people, great job done!
• Extremely nice doctor

: 100%

Outpatients:

Total Eligible: 270
Total Replied: 42

Breakdown of response:
7. Extremely likely: 42
8. Likely: 0
9. Neutral: 0
10. Unlikely: 0
11. Extremely unlikely: 0
12. Don’t know: 0

Result: 15.5%
Extremely likely or Likely: 100%f

A selection of comments made by patients:
• Couldn’t have been more helpful if they’d tried, informative and clear
• Quick, efficient and pleasant
• Understanding consultation with Doctor/Nurse
• Very helpful
• Excellent treatment from the hospital staff
• Very quick efficient and friendly service
• Very thorough in lead up to procedure, also local, no travel
• Very professional and very kind
• Quick easy, didn’t feel anything after first injection

Friends and Family Test – Dec 2015

Daycases:

Total Eligible: 141

Total Replied:  107

Breakdown of response:

  1. Extremely likely: 102
  2. Likely: 4
  3. Neutral: 0
  4. Unlikely: 0
  5. Extremely unlikely: 0
  6. Don’t know: 1

A selection of comments made by patients:

  • Very friendly and informative staff, non-clinical atmosphere helped to ease my nerves
  • Lovely nurses and clean centre, very helpful
  • Pain free treatment, friendly and helpful nurses
  • Friendly, efficient and professional service
  • Very friendly and professional staff
  • Because the experience was excellent
  • Friendly, patient and organised
  • Friendly people, good surroundings, reassuring
  • Great service!
  • Clean, calm with friendly staff
  • Made to feel at ease
  • Highly satisfied with treatment and care from start to finish
  • Prompt appointment, very pleasant staff
  • Very friendly and comfortable. Easy to access
  • Friendly people, relaxing atmosphere
  • Very friendly staff, very helpful, felt in good hands
  • Brilliant service
  • Staff are friendly and helpful
  • Very nice friendly staff and good service
  • Nothing was too much trouble
  • Treated with expertise and respect
  • I was treated very well, very pleased with the care and results
  • Very friendly and looked after well
  • Very quick, all very good at their job. Been before
  • Everyone extremely kind and helpful
  • Relaxed and professional and super smooth procedure
  • Very good service, very friendly people
  • I have been treated with great care and respect. Everyone seems very happy
  • Very friendly staff, sufficient in cleanliness and made to feel at home
  • For the kindness of all staff and the reassurance given to me
  • Great, friendly staff, professional attitude with reassuring surroundings

Result:  75.8%

Extremely likely or Likely: 99%

Outpatients:

Total Eligible: 248

Total Replied: 49

Breakdown of response:

  1. Extremely likely: 48
  2. Likely: 1
  3. Neutral: 0
  4. Unlikely: 0
  5. Extremely unlikely: 0
  6. Don’t know: 0

Result: 19.7%

Extremely likely or Likely: 100%

A selection of comments made by patients:

  • Good treatment and pleasant people
  • Helpful and friendly staff, efficient service
  • Had both eyes operated on, excellent results, my wife now having hers done on my recommendation
  • Fantastic service
  • Waiting times, nice staff, great
  • So pleased with results and operation
  • The service is excellent, and all the doctors and nurses are very friendly
  • Because it was a very good experience and friendly
  • Friendly, clean, polite
  • Fantastic treatment and service
  • Everyone very friendly and make you feel at ease
  • My visit has been extremely comfortable and most kind care, thank you
  • Excellent standard of care
  • I was treated very kindly by all the people I came in contact with
  • Service and treatment extremely good
  • We find the staff all very helpful, kind and friendly
  • The care and treatment carried out is 1st class. No long wait, staff very friendly
  • Considerate, efficient and kindly care