Patient Survey Posted or Updated on 29 Apr 2026

Patient Survey Feedback – Thank You

We would like to thank everyone who took the time to complete our recent patient survey. Your feedback is extremely important to us and plays a key role in how we review and improve our services.

What you told us

We received a wide range of helpful feedback. A number of key themes stood out:

• eConsult – Feedback was mixed. Some patients find it quick and convenient, while others prefer more traditional ways of contacting the practice. Overall, the majority view was positive, particularly for non-urgent issues. Whilst we encourage patients to use eConsult where possible, we understand this may not suit everyone. If you are not confident using online systems, or are unable to complete an eConsult on the day, you can of course still contact the practice by telephone.
• Access to appointments – Patients recognised the efforts being made to improve access. We are proud of the work our team is doing in this area; however, we are also experiencing significantly increased demand, alongside wider pressures across the NHS.
• Staff interactions – We were very pleased to receive positive feedback about our clinical and reception teams, with many patients describing staff as helpful, professional, and supportive.

What happens next

We have carefully reviewed all of your feedback and are continuing to take steps to improve how you access our services.

Improving access remains a key priority for the practice. We recognise that patients want simple, clear, and stress-free ways to get the help they need — and we are actively working towards this. We also understand the importance of continuity of care, particularly for ongoing or routine conditions, and will aim to offer appointments with the same clinician where possible. However, this cannot always be guaranteed due to demand and availability.

As part of this:

• We are continuing to refine how eConsult is used alongside other ways of contacting the practice, ensuring patients have options that suit their needs
• Our new telephone system now offers a call-back option, allowing patients to request a return call rather than waiting in a queue
• When contacting us via eConsult, patients can select the ‘Admin / Routine’ option for non-urgent matters, which helps direct requests appropriately and supports access to routine appointments
• We are proud of the responsiveness of our eConsult system; however, we recognise that response times have at times been very quick, with appointments offered at short notice. Some patients have told us this has not always been convenient. We have taken this feedback on board and are working to provide a broader range of appointment times across our opening hours
• When you contact us, you may be signposted to the most appropriate healthcare professional, such as a prescribing pharmacist, to ensure you receive the quickest and most effective care
• One of our GP partners is actively leading on improving access. This includes working closely with other practices within our local cluster, sharing best practice, and exploring new tools and systems to continually improve how patients access and use our services

• Over the coming months, we will be sharing further guidance on our website and social media to help patients understand the easiest ways to access care

We will continue to review patient feedback and access data regularly to ensure improvements are effective.

Our aim is to make contacting the practice as straightforward and efficient as possible, while ensuring patients receive the right care, at the right time, through the right route.

Thank you

Pendre Surgery