We publish the latest patient survey and results information on this page.
May-September 2025
After the national survey of 2025 the practice undertook our own patient satisfaction survey and below are the results.
Generally, how easy or difficult is it to get through to someone at your GP practice on the phone?
Very easy 66%
Difficult 26%
How easy is it to use your GP practice’s website to look for information or access services?
Very easy = 68%
Difficult = 28%
Is there a particular healthcare professional at your GP practice you usually prefer to see or speak to?
Yes- 24%
No – 76%
How often do you get to see or speak to your preferred healthcare professional when you ask to?
Always or almost always / A lot of the time - 21%
Sometimes / Never or almost never - 79%
You Said, We Did
62.5% of responses said that it is easy to contact the practice by phone – This is above the national average.
Thank you for this positive feedback. We are constantly mindful of our queue times and have multiple care navigators answering the phones. We ensure that at peak times, we monitor the volume of calls and ensure that the appropriate numbers of staff are available. We also have a cloud-based phone system allowing all calls to be answered from both of our practice sites. Our phone system also includes a call back option, allowing patients more flexibility when waiting to hear from the surgery.
22% of patients have said that they ‘sometimes’ ‘never’ or ‘almost never’ get to see their requested clinician.
Our care navigators have received extensive signposting training to make sure that patients get the care most suitable to their needs. This means the most appropriate service isn’t always a GP appointment. It could be another clinical service we provide such as physiotherapy or a pharmacy first referral. We do always try to work to patient preference were applicable and do understand the frustration when a preference isn’t available. If you would like to learn more about the different clinical services we offer and can refer you to, please visit our website www.radfordmedicalpractice.nhs.uk
62.5% of responses said they find it easy using our practice website.
Thank you for this positive feedback. We have recently redesigned our website to enhance user experience and functionality. We are committed to continuously improving and updating our website to ensure it remains accessible and efficient. Additionally, we actively monitor and respond to all online requests submitted through the website to provide timely support and assistance.
May 2024
After the national survey of 2024 the practice undertook our own patient satisfaction survey and below are the results.
Questions we re-surveyed:
Generally, how easy or difficult is it to get through to someone at your GP practice on the phone?
Very easy 39%
Fairly easy 41%
How easy is it to use your GP practice’s website to look for information or access services?
Very easy = 37%
Fairly easy = 42%
Were you satisfied with the appointment (or appointments) you were offered?
Yes- accepted = 72%
No – But took the appointment = 23%
Overall, how would you describe your experience of making an appointment?
Very Good = 51%
Fairly Good = 35%
Overall, how would you describe your experience of your GP practice?
Very Good = 57%
Fairly Good = 34%
You Said……We Did…..
You said
‘Everyone I speak to at the desk is helpful’
‘Always person centred’.
We did: Great to hear that the Active Signposting training our Care Navigator team completed is working well! We will pass on your feedback to the team. There is some further training planned for later in the year. If you would like more information on what a Care Navigator is please have a look at our website Care Navigation – Radford Medical Practice
You said
Lack of weekend availability and advanced booking
We did: We offer an extended access service during evenings and weekends along with pre bookable appointments with a choice of healthcare professionals. Please ask the Care Navigator when arranging your appointment if you would prefer an evening or weekend appointment.
You said
Sometimes the student Health Centre phoneline diverts back to Radford Medical Practice with no explanation
We did: Our new cloud based telephone system is now in place which offers a queuing system and a patient call back option.
You said
Very easy to book on the phone
Our new cloud based telephone system places you in a queue and depending on the demand during the day, allows the Care Navigator team to opt in and answer these calls from both our sites.
Results from the Patient Survey 2022:
- 64% of patients found receptionists at the practice ‘very helpful’.
- 79% of patients were happy with the appointment they were offered.
- 56% of patients felt their needs were met during their initial appointment.
- 49% of patients felt the healthcare professional was ‘very good’ at treating you with care and compassion.
You said we did:
You said:
‘how often do you get to speak to your preferred GP when you would like to’ – 38% said some of the time, never or almost never.
We did:
We therefore implemented a change to the website that informs patients of the GP partners and salaried GP working days.
You said:
‘were you offered a choice of appointment when you last tried to make a GP appointment?’ – 48% of patients at the student health centre were only offered a single appointment type and time.
We did:
We added more online bookable slots for practice nurse appointments and now offer some pre bookable GP appointments as well.
Results from the Patient Survey 2021:
- 54% of patients found receptionists at the practice ‘very helpful’.
- 80% of patients said that the practice is open at convenient times.
- 80% of patients were happy with the appointment they were offered.
- 80% of patients thought the practice adhered well to Covid-19 safety measures.
- 62% of patients would ‘definitely’ recommend the practice to some who had just moved to the area.
You said we did:
1.You said:
“I have experienced problems accessing the most appropriate type of appointment”
We did:
We will always try to accommodate your specified type of appointment such as face to face or video where it is appropriately triaged. When choosing your preferred method of communication via askmygp, we will do our best to cater the type of appointment you require. We will update patients via social media channels on the types of appointments we offer to patients at this time.
2. You said:
“the pre-recorded telephone message is too lengthy.”
We did:
We will contact the telecoms helpdesk to find out when the covid messages will be amended and to get advice on having options set for diverting calls including to our other surgery location
3. You said:
“I’m having trouble ordering my medication”
We did:
In March the practice agreed to do a campaign on promoting the NHS APP. During the month of April, 100 extra patients signed up to the app. There has been an increase of 1.68% between December 2020 to April 2021 which is approximately 278 patients. We will continue to promote this by showing you how to use the NHS app through guided leaflets and videos. Keep an eye out on our social media for tutorials.
Twitter: @NTU_Health.
Facebook: Radford Medical Practice and Student Health Centre
Instagram: ntustudenthealthcentre
We have a designated NHS App champion who can talk you through setting up your account.
Results from the Patient Survey 2020:
Our Patient Survey results from February 2020 included some very positive feedback. Here are some of our results:
Radford Medical Practice:
- 72% of patients found receptionists at the practice ‘very helpful’.
- 83% of patients agreed that the practice is open at convenient times.
- 87% of patients were happy with the type of appointments available to them.
- 72% of patients had complete confidence and trust in the last clinician they spoke to at the surgery.
- 73% of patients felt involved in their own care.
“All receptionists are very helpful and nothing is too much.”
“Receptionists are very competent.”
“I’ve always been treated nicely!”
You Said We Did:
You said- –
“In cases of urgency, same day appointments should be offered.”
We did–
We will ensure our website is up to date with ways to obtain an emergency appointment and the services patients can access outside of our opening times.
You said-
“it would be useful to have a feedback box where people can express their opinions anytime.”
We did –
Patients can give their feedback via our website or through the Friends and Family text messaging service. We welcome any patients join our Patient Participation Group which you can do in surgery or via our website.
Student Health Centre:
87% agreed that the practice is open at convenient times.
76% of patients were happy with the type of appointment available to them.
“This surgery outperforms by miles my one at home – it’s a lot more efficient, has friendly receptionists and shorter waiting times.”
“Quick and easy to make an appointment. Text reminders are good!”
“Accessible health care for students – quick, friendly and made to feel very comfortable.”
You Said We Did:
You said –
“The surgery should offer online consultations’’
We did –
We are looking into a new online triaging system which will enable patients and clinicians to communicate via messaging, telephone and video consultations.
You said –
“Practice information should be more relevant to my gender identity.
We did –
We are updating the patient survey form to be more inclusive for our 2021 survey. We will also be updating our website, leaflets, and health promotion boards. We are also creating a Gender Incongruence leaflet .
You said –
“The practice could make improvement in providing information on sexual health services’’.
We did –
We will create a list of useful places that patients can access. This will be accessible on our website, waiting room, health promotion screen and via social media. We also plan to create an Instagram account to update patients regularly on different types of services and health campaigns.
National Survey 2020:
You can view our results here. It also shows that we scored higher than the CCG average in every question, so we would like to say a big thank you to patients who took part and for all the feedback. We will be working on improving our service in accordance with your suggestions!
