2016 Friends and Family Results

Friends and Family Test – Jan 2016

Daycases:

Total Eligible: 198

Total Replied: 163

Breakdown of response:

Extremely likely: 154
Likely: 9
Neutral: 0
Unlikely: 0
Extremely unlikely: 0
Don’t know: 0

A selection of comments made by patients:

Painless op and kind staff
Everyone was lovely and helpful
X4 ops here – all good, excellent people/patient skills/rapport/feedback etc
Clean, lovely staff, helpful A++++
Staff were incredible
Good views, waiting room excellent, reception very good
Nicely treated
Friendly and efficient staff
Friendly and lovely treatment
Good treatment, friendly
Staff very friendly and put you at ease, very nice atmosphere
V efficient treatment in calm and friendly atmosphere
Polite and informative
Appointment on time, professional and friendly staff
Everyone very friendly and no problems at all
Care and operation was very class
Brilliant staff, very helpful
Happy with everything
Friendly atmosphere
Staff so friendly and made to feel so comfortable. Took away the stress
The kindness from everyone was amazing
It is so more relaxed and pleasant than having to go to hospital. Everyone is so friendly and efficient
Excellent staff and care
Very well looked after
Friendly and professional
The doctor and nurse was extremely kind and helpful
Wonderful treatment I have had
Very very good
Friendly staff/clean building
Superb service
Excellent and friendly service

Result: 82.3%

Extremely likely or Likely: 100%

Outpatients:

Total Eligible: 294

Total Replied: 56

Breakdown of response:

Extremely likely: 54
Likely: 1
Neutral: 1
Unlikely: 0
Extremely unlikely: 0
Don’t know: 0

A selection of comments made by patients:

Very friendly place
Very good service, no problem
Very efficient and pleasant
Very good experience all round
You are treated in a thoroughly professional and considerate manner
I am so pleased with the service I have had here
Very friendly and informative
Very good treatment and very good attendance by staff
So efficient – already recommended
Highly satisfied with service
Exceptional combination of friendliness, cleanliness and efficiency
Helpful and friendly
Professional friendly, fast service – really impressed
Friendly and professional service
Excellent service, friendly
Everyone is friendly and helpful, giving reassurance and a very relaxed atmosphere
Pleasant staff, excellent service
Prompt service, no waiting, polite staff

Result: 19%

Extremely likely or Likely: 100%

Friends and Family Test – Feb 2016

Daycases:

Total Eligible: 191

Total Replied: 171

Breakdown of response:

Extremely likely: 160
Likely: 10
Neutral: 0
Unlikely: 1
Extremely unlikely: 0
Don’t know: 0

A selection of comments made by patients:

Very pleasant and helpful
First class service
Excellent professional treatment and care – pleasant surroundings and easy parking
Very friendly and comforting staff, very efficient
Pleased with service
Very satisfied, wonderful service
First class treatment
All staff are friendly and helpful and put me at ease. Highly recommended
Very friendly staff. Made me feel at ease throughout the entire operation
Staff 100%, all on time, nothing too much trouble
Extremely well organised, friendly efficient staff, comfortable, good coffee
Staff amazing, made me feel welcome and at ease, very professional
Small, friendly, easy parking
Received a prompt appt, very relaxed and staff very good
Lovely staff, good parking
A wonderful facility, staff excellent, family waiting rooms have all things provided
Excellent care
Great staff, welcoming, good centre and parking
Absolute superb in every department
Very professional job
Staff are very helpful, and pleasant. Very efficient and kind
All in one visit, excellent care
Very good care
Very convenient. Parking is easy and not too busy
Clean and friendly environment
Friendly atmosphere
Very reassuring and professional staff

Result: 89.5%

Extremely likely or Likely: 99%

Outpatients:

Total Eligible: 318

Total Replied: 67

Breakdown of response:

Extremely likely: 55
Likely: 8
Neutral: 2
Unlikely:
Extremely unlikely:
Don’t know: 2

A selection of comments made by patients:

Clean, helpful and pleasant staff
Smaller and more personal treatment
Excellent swift service given with friendly staff
Very friendly and professional
Prompt diagnosis and response to my problems, full discussion of options explained to me at referral, no delays in treatment
Excellent treatment – relaxed and friendly atmosphere, must nicer than having to go to a hospital
Very efficient and quick
Excellent service and no pay parking
Was seen very quickly, procedure explained very clearly and follow up very swift
Fantastic treatment
Very satisfied
Excellent service, very efficient and friendly
Reliable, caring and efficient
Friendly, efficient, easy parking
Good service, professional clean establishment and lovely staff and doctor
Lovely staff and fantastic surgeon
The staff are all so friendly and put you at ease and the operation was a great success. Thank you.
They did a great job
Very good facilities and medical staff
Very well treated, everything explained very well
Very good
The treatment received here over thirty plus years has been excellent
Excellent care throughout
Very friendly and very good treatment
Always very pleased, excellent care given
Excellent services
Excellent service, high quality and top staff
Staff do polite and charming. Surgeon has made me see properly again
Very good and the care is excellent
Very professional
Nice atmosphere
Good staff, care and attention before and after operation. Good communication before procedure and after care at home.
The care was first class
Friendly atmosphere, feel very comfortable
Excellent service, well done all round
Great service, from time of operations
Very nice staff
Because of the good attitude of the staff
Excellent service and care

Result: 21%

Extremely likely or Likely: 94%

Friends and Family Test – Mar 2016

Daycases:

Total Eligible: 199

Total Replied: 156

Breakdown of response:

Extremely likely: 145
Likely: 10
Neutral: 0
Unlikely: 0
Extremely unlikely: 0
Don’t know: 1

A selection of comments made by patients:

Confidence in surgeon and staff
All staff very helpful and kind
Clean and pleasant surroundings, quick and efficient system. Friendly and reassuring staff
Warm and friendly
Appointment to suit, very good staff, very clean, everything explained well, very efficient
Quick, friendly and helpful
Excellent care, kindness, full explanation, friendly
Very efficient, friendly, excellent
Fantastic
Nice friendly atmosphere, no waiting around
Staff are informative, extremely pleasant and reassuring, efficient. Excellent service
Good job
Very well looked after, very efficient
Very good care
Environment, friendly, helpful and attentive, staff professional competent, punctual
Efficient and kind
Helpful staff, very personal service
Very friendly and helpful staff
Kept me nice and calm
Outcome brilliant , staff excellent
Very good and friendly
Pleasant and efficient
Caring, efficient and put my mind at rest, thank you
Very good treatment
Everybody is so nice
Excellent service
Everyone was so kind and efficient
Brilliant people
The doctors and nurses were very helpful and cheerful
Because of the staff, marvellous and a delight
Really good treatment from everybody
Good reviews and practice. Everyone is pleasant
First class treatment
Very friendly staff, good treatment
Everyone was efficient, kind and helpful
Very friendly and convenient
Pleasant staff, easy to get to, on a bus route but also easy to park
Pleasant staff, nice surroundings
Very efficient and informative. Brilliant
Friendly, informative, great experience

Result: 78.3%

Extremely likely or Likely: 99.3%

Outpatients:

Total Eligible: 317

Total Replied: 55

Breakdown of response:

Extremely likely: 51
Likely: 4
Neutral: 0
Unlikely: 0
Extremely unlikely: 0
Don’t know: 0

A selection of comments made by patients:

I have always had good treatment at Probus
Very efficient
Excellent service, lovely helpful staff. Very professional, love the waiting room
Excellent attention and care
Good service with a smile
Very friendly and professional
Such a good experience
Friendly and professional
Friendly, informative staff, no waiting time
Very friendly and helpful
Very helpful
Friendly, pleasant place and people
Very easy to attend and quick to be seen
Polite receptionist, clean toilets, tidy waiting room. Modern surgery
1^st class treatment, everyone very helpful
Lovely staff, quick appts
Always very helpful
Convenience
So far, so good
Excellent service
Clear concise description of problem
Efficient and very friendly service. Also very informative without being overwhelming, well done
I am very satisfied
Efficient and kind
Very professional but also friendly and efficient medical team
Pleasant surrounding and courteous caring staff
Staff polite and helpful

Result: 17%

Extremely likely or Likely: 100%

Friends and Family Test – April 2016

Daycases:

Total Eligible: 195

Total Replied: 125

Breakdown of response:

Extremely likely: 120
Likely: 5
Neutral: 0
Unlikely: 0
Extremely unlikely: 0
Don’t know: 0

A selection of comments made by patients:

If I had to give marks out of 10 for service, staff etc, I would give 11 out of 10. At every stage of my visit and the removing of my cataract was excellent
absolutely excellent care
very pleasant, safe atmosphere. chatty and smiley staff, thank you
very polite and lovely doctors/nurses. Make you feel comfortable
excellent friendly experience, very professional and thorough
very friendly, helpful and informative
great efficiency and care from start to finish
warm welcome, doctors and staff all excellent
fantastic team in all aspects
friendly staff, lovely clean and warm surgery
the care package was excellent and the surgeon was excellent and caring
brilliant care given, step by step information
because of the attention I received as soon as I entered the door – for the friendliness of the nurses and surgeon
super service, team of staff were great. Would recommend, Doctor was so good explaining everything
cannot fault the treatment I received today, a friend recommended Probus Surgical Centre
friendly atmosphere, treated perfectly, good conversation and good ambiance.

Result: 64.1%

Extremely likely or Likely: 100%

Outpatients:

Total Eligible: 265

Total Replied: 58

Breakdown of response:

Extremely likely: 47
Likely: 10
Neutral: 0
Unlikely: 0
Extremely unlikely: 0
Don’t know: 1

A selection of comments made by patients:

Excellent welcome by the reception, caring and excellent explanations by the nursing staff and consultant. thank you
very well looked after
extremely friendly and informative staff
an enjoyable experience
very helpful and efficient
always very professional
quick and informative appointment, friendly staff
very good advise on treatment
all round excellence of your friendly, caring and professional team
more convenient than Treliske, more relaxed atmosphere
very quick, efficient and friendly service
swift and efficient service with well informed and friendly staff

Result: 21.8%

Extremely likely or Likely: 98.2%

Friends and Family Test – May 2016

Daycases:

Total Eligible: 192

Total Replied: 104

Breakdown of response:

Extremely likely: 97
Likely: 6
Neutral: 0
Unlikely: 0
Extremely unlikely: 0
Don’t know: 1

A selection of comments made by patients:

lovely staff, made me feel at ease.
everyone friendly and kind
All the times I have been coming here, I have been greeted with a smile. Doctor explained everyone simply
lovely nurse held my hand even though I squeezed it hard. Made me feel very relaxed
very well looked after and extremely friendly
professional care and assistance and very friendly. It really helps to put you at ease.
amazing care, recommend to anyone
the professionalism and care were excellent, well done
looked after extremely well and nurses were out of this world
more relaxed atmosphere and good time keeping
everything has run smoothly. Pleasant experience

Result: 54.1%

Extremely likely or Likely: 99%

Outpatients:

Total Eligible: 251

Total Replied:31

Breakdown of response:

Extremely likely: 26
Likely: 4
Neutral: 0
Unlikely: 0
Extremely unlikely: 0
Don’t know: 1

A selection of comments made by patients:

Lovely staff always willing to help, very good doctors and good at their job
they make you feel welcome and listen to you
very friendly and helpful
Excellent welcome – made to feel at ease – comfortable area for waiting, information very clear with indication of future action.
very happy with the way I was dealt with
kindness and understanding
very helpful and informative
helpful and polite
very kind and understanding and listens to what you have to say, very efficient
very good explanation of procedure
good manner, very helpful and explained everything
the surgeon and nurses are amazing, such friendly staff
very professional, made me very welcome and relaxed

Result: 12.3%

Extremely likely or Likely: 96.7%

Friends and Family Test – June 2016

Daycases:

Total Eligible: 214

Total Replied: 192

Breakdown of response:

Extremely likely: 182
Likely: 8
Neutral: 1
Unlikely: 0
Extremely unlikely: 0
Don’t know: 1

A selection of comments made by patients:

friendly welcome to make you feel at ease
fast, efficient referral and friendly staff
quick and comfortable
easy, simple procedure. very informative from start to finish
very good care and efficiency and very good cup of tea
well looked after, the procedure was well explained and done, lovely clinic.
fantastic staff, very friendly, made to feel at ease
completely satisfied with treatment received today, thank you very much
free parking always a bonus!, friendly welcome at Reception, procedure carried out there and then by Surgeon, who was lovely. very impressed with the whole experience.
everyone so caring, courteous, efficient and everywhere so clean, bright and new looking
very easy to get to and all the staff are helpful and professional and caring
friendly staff, feel welcome, high quality patient care
friendly and approachable staff, environment top class, good guidance
having used the centre before, the service is first class
All staff very friendly, made me feel totally at ease, I would have no problem telling other people to come here. thank you.

Result: 89.7%

Extremely likely or Likely: %

Outpatients:

Total Eligible: 341

Total Replied: 69

Breakdown of response:

Extremely likely: 56
Likely: 13
Neutral: 0
Unlikely: 0
Extremely unlikely: 0
Don’t know: 0

A selection of comments made by patients:

All staff very pleasant
professional service, very efficient
very informative and professional, put at ease
staff very friendly and efficient
appointment arranged very quick in very pleasant and comfortable surroundings with friendly and efficient staff
positive attitude and prompt service
staff extremely kind and efficient
everyone very pleasant and helpful
easy to get to, lovely facilities, great staff. Free parking, small and personal feeling
well looked after, nice environment
straight forward with easy access
quick and efficient service; friendly staff who explained the procedure thoroughly
extremely friendly staff and efficient
good all round appointment, satisfied with outcome.

Result: 20.2%

Extremely likely or Likely: 100%

Friends and Family Test – July 2016

Daycases:

Total Eligible: 194

Total Replied: 132

Breakdown of response:

Extremely likely: 125
Likely: 7
Neutral: 0
Unlikely: 0
Extremely unlikely: 0
Don’t know: 0

A selection of comments made by patients:

Lovely people, completely relaxed during procedure. Many thanks to all
Relaxing, friendly professional service
Excellent treatment, lovely people in the surgery
Very professional and friendly
Always made welcome and ops always successful
Everything went well, all nice and cheerful. Been here before so happy to come back
I have been very well looked after, thank you
Everything very efficient, staff very friendly, caring and helpful
3 excellent surgical staff, very pleasant- made the operation very relaxing
Exceptionally helpful advice and treatment
Everything was straight forward
Brilliant staff, excellent
Kind, pain free, very nice staff
Very helpful, everything they did was fully explained to me
Everyone was kind and helpful, thank you
Really good attention and everything explained all the time
Very reassuring and caring. Efficient and informative. Thank you
Lovely place, lovely people, amazing procedure, put well at ease. Brilliant
Efficiency, kindness, friendly – gave me confidence
Lovely people, efficient and clean place.

Result: 68%

Extremely likely or Likely: 100%

Outpatients:

Total Eligible: 273

Total Replied: 59

Breakdown of response:

Extremely likely: 50
Likely: 8
Neutral: 0
Unlikely: 1
Extremely unlikely: 0
Don’t know: 0

A selection of comments made by patients:

The doctors and staff were very obliging and pleasant
Very comprehensive and good advice
Felt at ease
Very friendly helpful staff
Excellent people skills and attention to detail
Friendly and knowledgeable
Very competent and comforting about procedures
Appreciate the v caring and friendly approach
Close and convenient, friendly staff, free parking
Very quick and competent service
Friendly and efficient personal service
I have had expert treatment and feel that the centre is very pleasant and friendly
Very good service from the moment we walked through the door

Result: 21.6%

Extremely likely or Likely: 98.3%

Friends and Family Test – August 2016

Daycases:

Total Eligible: 226

Total Replied: 167

Breakdown of response:

Extremely likely: 155
Likely: 11
Neutral: 1
Unlikely: 0
Extremely unlikely: 0
Don’t know: 0

A selection of comments made by patients:

Everyone so friendly, making it a calm environment. Can’t do enough for me
A relaxing experience
Fantastic team, who make you very relaxed and who are very informative
Felt at ease, extremely pleasant nurses etc.
Very helpful friendly caring staff who clearly explained procedure and follow up. Tea very welcome too
General friendliness and reassurance
Calm efficient staff, same for procedure
I was briefed fully at every stage of the procedure
Well attended to and looked after. Very pleased with my treatment
Extremely efficient and smooth running procedure
Very efficient and relaxed atmosphere. Very caring staff
Very helpful, polite staff, nothing any trouble
Made to feel at ease and everything explained
Brilliant advice. Fast, effective treatment. Doctors & Staff with a sense of humour.
Everyone was so pleasant and helpful. Such a pleasure to come here for an excellent service.
Looked after well. Everyone really friendly
I was extremely nervous about the procedure & am amazed at the speed and general overall treatment. Thank you all.
Because of the excellent care I received from all the staff.
Friendly, helpful staff, very clean environment. Thoroughly good treatment all round.

Result: 73.9%

Extremely likely or Likely: 99.4%

Outpatients:

Total Eligible: 307

Total Replied: 64

Breakdown of response:

Extremely likely: 57
Likely: 0
Neutral: 0
Unlikely: 0
Extremely unlikely: 0
Don’t know: 0

A selection of comments made by patients:

Lovely surgery and very kind staff
All the staff were so kind and helpful
Excellent service
Friendly and a quick service
Seen on time and outcome satisfactory
Easy parking, pleasant atmosphere, nice receptionist
Good prompt service
Very helpful, answered all my questions honestly
Happy with consultation, well discussed with concerns I had, made more clear
Very friendly & helpful & efficient
Friendly, welcome and excellent efficient service
Helpful, friendly and professional
Amazing care and attention given to patients
Pleasant, friendly, stress free, easy parking
Very pleased with service provided
All the staff are so helpful and reassuring
Lovely surrounding, helpful staff and great atmosphere
Seen immediately, extremely professional examination

Result: 20.8%

Extremely likely or Likely: 100%

Friends and Family Test – Sept 2016

Daycases:

Total Eligible: 177

Total Replied: 106

Breakdown of response:

Extremely likely: 98
Likely: 8
Neutral: 0
Unlikely: 0
Extremely unlikely: 0
Don’t know: 0

A selection of comments made by patients:

Lovely surgery and staff are very nice, make you feel comfortable
Everything is brilliant, very friendly and the place is lovely
Very friendly and professional
The surgery itself is lovely and all staff I encountered were brilliant
Friendly, efficient and informative
Relaxed friendly atmosphere, good communication.
Everything was lovely and very nice, very good all round
Procedure carried out with a smile and happy surgical team, made the whole experience less traumatic than expected
Very friendly and helpful staff. Really put me at ease
Extremely professional
Such wonderful, professional personal, care, thank you very much
Very friendly, reassuring and professional staff.

Result: 59.9%

Extremely likely or Likely: 100%

Outpatients:

Total Eligible: 269

Total Replied: 37

Breakdown of response:

Extremely likely: 33
Likely: 4
Neutral: 0
Unlikely: 0
Extremely unlikely: 0
Don’t know: 0

A selection of comments made by patients:

Nice building, good friendly staff and relaxed atmosphere
From start to finish pleasant and professional staff and surroundings
New/clean GP Surgical Centre, loads of information and big waiting room. Great doctors/care thank you.
Fast friendly service
Its local and waiting list not too long
Extremely prompt and helpful
Friendly and helpful
Extremely helpful staff, good location
Very friendly and in a lovely place
Very helpful and made my appointment go extremely smoothly and put me at ease a lot.
Efficient, local, friendly and wonderful
Nice quiet surgery, doctors and nurses very pleasant and helpful
Friendly helpful staff. Nurses lovely, felt relaxed
Everyone was very helpful and polite

Result: 14%

Extremely likely or Likely: 100%

Friends and Family Test – Oct 2016

Daycases:

Total Eligible: 188

Total Replied: 97

Breakdown of response:

Extremely likely: 92
Likely: 4
Neutral: 0
Unlikely: 0
Extremely unlikely: 0
Don’t know: 1

A selection of comments made by patients:

Friendly, professional, considerate and caring staff
Staff wonderful, couldn’t ask for more. Excellent
Care, friendliness and helpfulness of the staff
Because everyone is so friendly and comforting
No wait for appointment or the procedure
Speed of service and attitude of staff
Because all the staff are extremely kind and patient
Efficient staff, kind, clean and ease of location
Excellent service, everyone helpful and friendly. Much appreciated
Very quick and efficient, staff kind and helpful.
Put at ease from start to finish.

Result: 51.6%

Extremely likely or Likely: 99%

Outpatients:

Total Eligible: 265

Total Replied: 40

Breakdown of response:

Extremely likely: 34
Likely: 6
Neutral: 0
Unlikely: 0
Extremely unlikely: 0
Don’t know: 0

A selection of comments made by patients:

Convenient, less impersonal than large hospitals but excellent care and efficiency.
Prompt, attentive and professional & friendly
Very friendly people at the surgery. Appointment was running late, but I was kept well informed.
Efficient, friendly and informative. Prompt.
Excellent treatment and admin
On time, quick and efficient
This is my 3^rd visit, staff are always very helpful and friendly. It is always very clean and tidy.
Very friendly and helpful. Everything explained clearly.
Very efficient surgery and very knowledgeable staff. Everything went very well. It all feels like a private practice.

Result: 15%

Extremely likely or Likely: 100%

Friends and Family Test – Nov 2016

Daycases:

Total Eligible: 215

Total Replied: 106

Breakdown of response:

Extremely likely: 101
Likely: 3
Neutral: 0
Unlikely: 0
Extremely unlikely: 0
Don’t know: 2

A selection of comments made by patients:

Excellent car parking, reception very good. Treatment quick and good.
Very friendly and helpful. Made me feel comfortable
Very efficient service and free parking
Excellent, efficient, on time, friendly, kind caring service
The friendliness of the staff. Having the procedure so well explained. Beautiful surroundings
Friendly, helpful, caring and prompt
Positive experience from booking to pre and post op. Excellent.
Everything done with the most careful attention and pleasure.
Everyone is wonderful. Made to feel at ease. Thank you.
Excellent and efficient service. Relaxed and calm atmosphere.
Efficient, friendly and understanding

Result: 49.3%

Extremely likely or Likely: 98%

Outpatients:

Total Eligible: 283

Total Replied: 33

Breakdown of response:

Extremely likely: 31
Likely: 2
Neutral: 0
Unlikely: 0
Extremely unlikely: 0
Don’t know: 0

A selection of comments made by patients:

Professional but friendly
Very helpful, proactive and reassuring
Very informative quick and helpful
Efficient, polite and very professional staff
Very friendly staff and extremely professional. Best waiting room of any surgery I have visited.
Friendly, relaxed atmosphere in pleasant surroundings
Fast, efficient and lots of information.

Result: 11.7%

Extremely likely or Likely: 100%

Friends and Family Test – Dec 2016

Daycases:

Total Eligible: 174

Total Replied: 72

Breakdown of response:

Extremely likely: 67
Likely: 5
Neutral: 0
Unlikely: 0
Extremely unlikely: 0
Don’t know: 0

A selection of comments made by patients:

Very friendly and professional experience
Good service, friendly people and very quick
Friendly, helpful and caring staff
Friendly service and pain free surgery
Staff put me at ease and very helpful. First class care. Can’t thank you enough
Good care in a friendly atmosphere, procedure well explained and felt in safe hands during operation
Wonderful environment, lovely staff and excellent parking facility
Great atmosphere, very nice staff, couldn’t have been better.
Very efficient. Helped me to relax throughout the procedure
Very friendly and up to date facilities
Delighted with the service and attention to detail. Thank you
Couldn’t be better treatment
Everything went well. Staff courteous and looked after me well
Everyone was very helpful and I could not have asked for more.

Result: 41.4%

Extremely likely or Likely: 100%

Outpatients:

Total Eligible: 222

Total Replied: 25

Breakdown of response:

Extremely likely: 22
Likely: 3
Neutral: 0
Unlikely: 0
Extremely unlikely: 0
Don’t know: 0

A selection of comments made by patients:

Quick appointment, informative referral, lovely staff.
Efficient service and ideal for myself living in Probus
On time, polite and prompt
Quick, professional, straight to the point approach
Outstanding care and professional service as standard
Great staff in the surgical centre. Very happy with my treatment
Very satisfied with the service I have received

Result: 11.2%

Extremely likely or Likely: 100%