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Shafton Lane Surgery

20A Shafton Lane
LS11 9RE
Telephone: 01132056561
Fax: 0113 295 4390





What is the Friends and Family Test?

The Friends and Family test is a way of gathering feedback and helping to drive improvement. Patients are invited to respond to the question regarding how likely they are to recommend the surgery to friends and family. They are asked to comment on their reason for the score


 There were 91 responses from patients.





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



 Extremely Likely




Neither Likely Nor Unlikely




Extremely Unlikely


Don’t Know








Analysis of results:


92% of patients were ‘extremely likely’ or ‘likely’ to recommend us to Friends and Family.


Only 2% of patients were ‘unlikely’ or ‘extremely unlikely’.  

6% of responses did not express a preference. 



2. Please tell us the main reason for the score you have given.


Comments on clinicians/staff

  • “I got the advice and medication I needed straight away and staff are very polite.”
  • “Doctors do not rush you out and they listen to what you say.”
  • “Pleasant doctor.”
  • “The doctor understands and I have had a good relationship with them over them years.”
  • “Everyone is so friendly and helpful. The doctor listens to you.”
  • “Excellent staff.”
  • “The doctors and staff are lovely and they listen to what we need.”
  • “Everyone is very friendly.”
  • Doctor was very helpful and friendly.”
  • “I like Mrs Bhandary, she is very good.”
  • “Always helpful, supportive and they will always go out of their way for you.”
  • “The attitude and concern follow up and care by both doctor and staff is immeasurable; coupled with the friendliness, enthusiasm and professionalism of the staff and their duty of care. The receptionist has got an exceptional friendly telephone manner that makes customers want to get in touch with the surgery with a smile.”
  • “Doctor is friendly and knows wat is wrong and gives the right medicine.”
  • “Courteous and efficient staff and doctor.”
  • “The staff are friendly and are always ready to help. The doctors also use a more person centred approach towards your case.”
  • “Excellent treatments. Very clear conversation with Dr. Bhandary explaining changed dose of one of my medications. Receptionists are very helpful too.”
  • “Fast, efficient and showed empathy and allowed me to speak clearly.”
  • “I was very impressed with the diagnosis.”
  • “If the doctor has got time it is very good but if she is in a hurry it is a bit rushed. I suppose this is what happens everywhere nowadays.”
  • “Doctor is helpful and explains well.”
  • “They are friendly people.”
  • “I find that sometimes the doctor does not have time to bother with you.”
  • “If anyone asks which doctors are the best we would recommend Shafton lane and the doctors here.”
  • “They are very full at times and need to listen to the patients more.”
  • “It is a good and friendly practice. Kind and caring people. Like home from home always helpful and reliable anytime and always happy to help.
  • ” “Dr Bhandary was very good today.”


  •  Comments on the appointment system


  •  “Reasonably easy to get an appointment
  • “Less waiting time today and a good diagnosis.”
  • “Waiting time of 30 minutes.”
  • “I always get told to ring back when I phone for an appointment”

Comments on the overall satisfaction with the practice

  • “Excellent practice.”
  • “You are the best.”
  • “Excellent service.”
  • “Good service.”
  • “I’ve always been very happy with service.”
  • “They are good.”
  • “Excellent service.”
  • “It’s a good service”
  • “Very fast, friendly and welcoming.”
  • “10/10”
  • “Good service.”
  • “Fine.”
  • “Fast, friendly service.”
  • “They offer good services.”
  • “They are very good. Thanks.”
  • “It seems you are too reluctant to give out the appropriate remedies and prescriptions required.”

Published 15 days ago

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