Friends and Family Test Results

Very good

Me miss my appointment becoz me finish work yesterday 2 clcock a night these y me miss give me next appointment pleses

Good

Receptionist understood my request and politely dealt with it

Neither good nor poor

Still very difficult to get an appointment. However, when I do see a doctor, they are brilliant and attentive.

I miss the system where I could send the problem in and it would be trialed and someone would call me.
When I call, I just want an appointment and don’t mind where it is. I am prepared to travel.

Very good

Overall, this is an excellent practice with a genuinely patient-centred culture. The GP Partners are outstanding clinicians who consistently demonstrate professionalism, compassion, and a commitment to delivering high-quality care. It is evident that patient welfare is at the heart of their decision-making, and they regularly go above and beyond to achieve the best outcomes for their patients.

The nursing team and Healthcare Assistants are also excellent. They are approachable, knowledgeable, and provide high standards of clinical care while treating patients with dignity and respect.

Having experienced a number of practices across Leicester, I consider this to be one of the best GP practices in the area. It has retained the ethos of what general practice should be accessible, compassionate, and focused on continuity of care. Whilst every organisation has opportunities for continuous improvement, the clinical standards, safety netting, teamwork, and overall quality of patient care delivered by this practice are exceptional. The commitment of the multidisciplinary team to putting patients first is clearly reflected in the care they provide every day.

To support transparency and maintain patient trust, it would be beneficial if patients were informed at the time of booking when their appointment is with a Physician Associate (PA) or Advanced Nurse Practitioner (ANP), rather than a GP. This helps patients understand who they will be seeing and enables them to make an informed choice about their care.

Similarly, patients booked to see a Healthcare Assistant (HCA) or Phlebotomist should not be told they are seeing a “nurse.” Using the correct professional title accurately reflects each clinician’s role, avoids misrepresentation of professional registration and scope of practice, and ensures patients receive clear and honest information.

In addition, all patient-facing staff should wear clearly visible identification badges. Aside from a few members of staff wearing ID, identification was not consistently displayed, making it difficult for patients to know who was providing their care or assistance. Visible identification supports patient safety, accountability, and confidence in the healthcare team.

Consideration could also be given to implementing a consistent dress code or uniform for reception and administrative staff. At times, attire appeared very casual, which may not convey the level of professionalism expected in a healthcare environment. While uniforms are not essential, a consistent professional standard of dress can help foster patient confidence, improve staff identification, and project a professional image for the practice.

The cleanliness of the patient and staff toilets would also benefit from review. On several occasions, the toilets appeared visibly unclean, giving the impression that routine cleanliness checks may not have been undertaken consistently. Disposable plastic cups were also observed left within the toilet areas. Maintaining toilet facilities to NHS cleaning standards is important for infection prevention, patient experience, and public confidence.

Finally, some clinical rooms appeared cluttered, and there were occasions where infection prevention and control (IPC) practices did not appear to be consistently followed by both administrative and clinical staff. A renewed focus on maintaining clear, organised clinical environments and reinforcing adherence to IPC standards would help promote patient safety, regulatory compliance, and a positive care environment.

Very good