During June 2026, East Quay Medical Centre received 137 Friends and Family Test responses.
The results were:
| Response | Number | Percentage |
| Extremely Likely | 112 | 81.8% |
| Likely | 11 | 8.0% |
| Neither Likely nor Unlikely | 6 | 4.4% |
| Unlikely | 2 | 1.5% |
| Very Unlikely | 6 | 4.4% |
Overall, 89.8% of respondents said they were either “Extremely Likely” or “Likely” to recommend East Quay Medical Centre, demonstrating continued high levels of patient satisfaction despite the ongoing pressures facing general practice.
Themed Feedback
Compassionate and Professional Care
The overwhelming theme throughout the feedback was the kindness, professionalism and compassion shown by our clinical and administrative teams. Many patients described feeling listened to, respected and involved in decisions about their care.
Patients frequently commented that doctors and nurses took time to understand their concerns, explained treatment clearly and provided reassurance during appointments.
Several members of the clinical team were recognised by name for exceptional care, including:
- Dr Jestico
- Dr Parkin
- Dr Shaukat
- Dr Dunworth
- Dr Glendinning
- Dr Silsby
- Dr Patel
- HCA Emma
- Nurse Becky
- Practice Manager Rachel
Patients described these clinicians as caring, knowledgeable, approachable, thorough and compassionate. Many commented that they felt genuinely listened to and supported, particularly when discussing complex physical or mental health concerns.
Several patients also highlighted the excellent care received from our nursing team and praised the reception staff for their professionalism, patience and kindness when dealing with what can often be difficult situations.
Feeling Listened To
Many comments reflected how important it is for patients to feel heard.
Patients praised clinicians who:
- took time to listen
- showed empathy
- explained next steps clearly
- arranged prompt follow-up where appropriate
- made patients feel comfortable discussing sensitive issues.
Several patients with autism, anxiety or complex health needs particularly appreciated staff adapting consultations to meet their communication needs.
Friendly and Supportive Practice
Many respondents described East Quay as a welcoming practice with a positive atmosphere.
Comments included praise for:
- friendly reception staff
- caring nurses
- supportive doctors
- efficient administration
- professional service across the whole practice.
A number of long-standing patients commented that they had been registered for many years and felt the practice had continued to improve over time.
Several newer patients also compared East Quay very favourably with previous GP practices.
Access to Care
Many patients reported being able to access urgent appointments when needed and were pleased with the responsiveness of the practice.
Positive comments included appreciation for:
- same-day appointments for urgent problems
- efficient nurse appointments
- the telephone callback system
- text reminders
- accessibility within the building
- the wide range of services available under one roof.
The telephone callback system was specifically praised as reducing frustration and making it easier for patients to manage their day while waiting for a response.
Areas for Improvement
Although the majority of feedback was very positive, patients also highlighted some challenges.
Waiting Times
The most common concern related to waiting times for routine GP appointments.
Several patients reported waits ranging from four to nine weeks to see their preferred GP. While many acknowledged the wider pressures affecting the NHS and understood the reasons behind delays, some felt that these waits impacted ongoing health issues or follow-up appointments.
Summary
We are extremely pleased that almost nine out of ten patients would recommend East Quay Medical Centre to their friends and family.The practice is particularly encouraged by the large number of comments recognising the compassion, professionalism and dedication of both clinical and non-clinical staff. It is especially rewarding to see so many individual team members acknowledged for the difference they make to patients’ lives.
We also recognise the frustrations expressed regarding routine appointment waiting times. Demand for appointments continues to exceed capacity across primary care, but we remain committed to improving access wherever possible while ensuring patients with urgent clinical needs continue to be seen promptly.
We will continue to review patient feedback, appointment systems and service delivery to identify opportunities for improvement and would like to thank every patient who took the time to share their experiences during June.