Feedback - 2025 Patient Experience Survey
We've been reviewing the results of the 2025 Patient Experience Survey and we are grateful for the feedback from 241 patients who completed the form.
We are pleased to announce that of those who completed our survey, we achieved an average rating of 8.6 out of 10 
which is the third year in a row we have achieved a high mark. Your positive feedback was mainly with regards to the kindness and compassion of our practice team, and we can certainly feel the love!
The overall findings of the survey were:
- 90% Replied that you Always/Usually felt listened to
- 62% stated from the time you realised you needed to use the service you waited either Shorter than expected or about right
- 90% said that you either always or usually felt well cared for
When asked is there anything particularly good about your experience and specific feedback:
“I’m always greeted so warmly by reception, who will do everything they can to help. My GP goes out of his way to give me the best care he possibly can. Nothing is too much for the staff here”
“Each time I contact the surgery the receptionists are always very helpful, the nursing staff and GPs are always excellent”
“I am very happy with the level of care I have received from the GP. I believe they have made an exceptional effort with my care - I have felt listened to and understood which is paramount for getting the correct and best healthcare.”
When asked is there anything we could change to improve your experience:
”Easier access to an initial appointment"
"Continuity i.e. seeing the same person for the same issue"
”Phone lines should be improved”
“Less waiting time and more availability to get an appointment”
We have been reviewing the feedback in depth and we are looking to make improvements where we can for a better patient experience. You asked us to improve telephone accessibility, online access via the NHS Wales App, and had some general concerns about appointments. We have listened to your feedback and have already made a start on implementing some changes. In the coming weeks you will be able to see the following positive changes to our services, including what we have done so far:
Telephone Access
We have recently implemented a new telephone system (w/c 27/10/25). This provides improved functionality and recording, along with an improved call-back function for our patients to utilise.
As with most surgeries, we continue to experience an 8am bottleneck for urgent and same-day appointment requests. To help reduce pressures at this time, we recommend that patients make use of the following options:
- Email the practice to request a non-urgent appointment within 10 working days.
- Online - You can prebook an appointment online via NHS Wales App /Surgery App.
- Consider or accept signposting to other available services in our area where appropriate e.g. Common Ailments, Independent Prescribers Service etc. where treatment can be offered free of charge and usually without the need for an appointment.
- Consider prebooking an appointment with our clinicians for non-urgent clinical issues and follow ups.
Online Access
Unfortunately our current clinical system does not seamlessly integrate with the NHS Wales App, which is frustrating for both our patients and our team. Following our planned migration to the EMIS clinical system in January 2026, the NHS Wales App will integrate more efficiently with our clinical system. This will mean more appointments will be available to book online and easier access to repeat medication ordering, along with improved overall functionality for patients.
Appointments
We now offer 48-hour Minor Illness appointments within the practice. These help reduce the need for patients to rush to book an urgent same-day appointment and avoid the need to call back the following day if we were fully booked on their first attempt.
We are also increasing the number of pre-bookable appointments with our clinicians as part of our ongoing efforts to move away from a predominantly same-day service. These can be discussed and booked by calling the practice after 10.30am.
In addition, we encourage patients to explore other available services where appropriate, helping to ensure that GP appointments remain available for more complex needs.
Continuity of Care
For ongoing issues, patients are welcome to ask to see the same clinician for continuity of care. Sometimes this isn’t possible straight away because our clinicians may be teaching medical students, attending training, or be on leave. In these instances, the next available appointment with the preferred GP will be offered, and patients may decide whether they wish to wait for this or see another clinician sooner.
In cases of urgent issues or acute clinical need, patients will be advised to consult with an alternative clinician to ensure timely and appropriate care, or signposted to another appropriate service to ensure you get the care you need as soon as possible.
Waiting Times in Hospital
We understand that many of you have concerns about waiting times to be seen in secondary care and in hospital. Unfortunately, these waiting times are outside of our control. We fully appreciate how frustrating long waits to see a specialist can be, and we want to support you as best we can.
Information on current waiting list times and relevant contact details for Outpatient appointments and the PALS Service can be found on our website.
Additional improvements currently underway include the highly anticipated Electronic Prescription Service (EPS) in the coming months; this will mean no more pieces of green prescription paper and your prescription going to the pharmacy electronically!
Rest assured we will continue to listen to your suggestions and concerns raise to improve our services. We work very hard with our Patient Participation Group to discuss our patients’ perspective regarding our services.