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April 2017 - Patient Experience Audit


Published: May 18th 2017.


This audit was completed using the NHS Friends and Family Test and the BDA Patient Satisfaction Questionnaire.

Patients are invited to complete these two forms after their first visit and randomly throughout care.

Patient responses are entirely anonymous.


Section 1: Recommendation

The responses gathered from patients during the month of April 2017, resulted in 87% of the patients who completed an NHS friends and family test, were extremely likely to Recommend us to a Friend or Family Member. The remaining 13% were likely to recommend us.

95% of the patients who completed a friends and family test and left a comment, stated they felt the service they received was friendly and efficient.


Really good with my children friendly and no waiting, straight in to see the orthodontist, overall I would be extremely likely recommend to family and friends

Excellent service with lots of information. My other daughter has been through here with fantastic results

A very positive experience, friendly, knowledgeable and enthusiastic staff from reception to clinicians and Dr Cure

Polite and welcoming, happy with the receptionists and the service we had and the communication between child and mother

Friendly and welcoming, explained treatment plan very well


Section 2: Satisfaction

Utilising completed Patient Satisfaction Questionnaires we focused on three aspects of service:

  1. Waiting times

  2. Quality of care

  3. Presentation and Comfort


Waiting Times:


Quality of Care:



Presentation and Comfort:


Summary of results and action plan.

The Friends and Family Test results in April were pleasing. Unfortunately the questionnaire / response mechanism does not allow for identification of exactly what the reasoning is for a likely response versus an extremely likely response.

The patient comments were also very pleasing and demonstrate that the practice ethos of team-based care is advantageous to patients, as they find the environment relaxed and welcoming.

Waiting Times: The results were better than the previous audit, which had some satisfactory responses. Waiting times continue to be an area of focus for the practice, with effort being placed on reduced waiting lists and greater appointment flexibility.

Quality of Care: The results remain very similar to previous audits. The practice is currently reviewing several aspects of care including the practice consent processes, decision maker engagement, communication and access. The practice strives to provide the best care and service possible and is continually reviewing and improving procedures.

Presentation and Comfort: The results remain very similar to previous audits. The practice is housed in a listed Regency building, which does create some limitations. Investment is being made in the building and the practice remains very focused on the safety, wellbeing and comfort of patients and visitors.


Next Steps:

Our next audit will take place in July and will focus on the Care Quality Commission 5 Key Lines of Enquiry.